Unbundling the BPO: How AI Is Disrupting Outsourced Work

Business Process Outsourcing (BPO) is a $300 billion industry powering the back- and front-office operations of the world’s largest companies.In her article, "Unbundling the BPO: How AI Will Disrupt Outsourced Work," Kimberly Tan (Partner, a16z) explores how the rise of AI is challenging the status quo. In this episode, Kimberly unpacks the shift—from call centers and invoice processing to cross-system automation and coding agents. They explore how AI is redefining the economics of scale, unlocking new markets, and expanding the reach of automation beyond the Fortune 500. For founders and operators alike, this conversation offers a clear-eyed look at the playbook for building in this newly addressable space. Resources: Read the article: https://a16z.com/unbundling-the-bpo-how-ai-will-disrupt-outsourced-work/Find Kimberly on X: https://x.com/kimberlywtan Stay Updated: Let us know what you think: https://ratethispodcast.com/a16zFind a16z on Twitter: https://twitter.com/a16zFind a16z on LinkedIn: https://www.linkedin.com/company/a16zSubscribe on your favorite podcast app: https://a16z.simplecast.com/Follow our host: https://x.com/eriktorenbergPlease note that the content here is for informational purposes only; should NOT be taken as legal, business, tax, or investment advice or be used to evaluate any investment or security; and is not directed at any investors or potential investors in any a16z fund. a16z and its affiliates may maintain investments in the companies discussed. For more details please see a16z.com/disclosures. Stay Updated:Find a16z on YouTube: YouTubeFind a16z on XFind a16z on LinkedInListen to the a16z Show on SpotifyListen to the a16z Show on Apple PodcastsFollow our host: https://twitter.com/eriktorenberg Please note that the content here is for informational purposes only; should NOT be taken as legal, business, tax, or investment advice or be used to evaluate any investment or security; and is not directed at any investors or potential investors in any a16z fund. a16z and its affiliates may maintain investments in the companies discussed. For more details please see a16z.com/disclosures. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.