How AI is Transforming the BPO Industry

Artificial intelligence is changing the BPO industry by improving efficiency, customer experience, and decision-making. In Malaysia, companies like Commerce Access (CASB) are adopting AI to support agents, automate routine tasks, enhance quality monitoring, and use data for better customer engagement. CASB combines AI with human expertise to deliver faster, smarter, and more empathetic service while preparing for future advancements in responsible and intelligent automation.