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UiPath COO Guy Kirkwood asks if BPO could morph into BPA because of the impact of robotics.
BPO providers are finally waking up to the fact that their entire business model could soon be obsolete and they are anxious. Those companies that are rolling out automation are not talking about it because it is decoupling routine service delivery from labour arbitrage, something that has sat at the heart of the BPO market in the past 20 years.
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