COO Pravin Rao has warned that BPO business can have 100% automation over a period of time.
While Infosys has been caught in a muddle right now, there is another bad news which could hit millions of Indians. COO Pravin Rao has warned that its Business Process Outsourcing (BPO) could be fully automated in the future, reported BOOM.
“The current way of doing BPO is one which you can do 100% automation over a period of time,” Pravin Rao, Chief Operating Officer, Infosys told Boomlive.
“BPO has to reimagine itself, you have to do something dramatically different in BPO because what you are doing today will automate, whether you like it or not, in the next 3,5,10 years kind of thing.”
Rao said that lower-end software services could be completely eliminated. Citing an example he stated that It workers have to often deal with problems such as application not working because of their database.
However, a solution can be created where a software automatically detects when the database is nearly full and creates additional disk space, hence eliminating the need for raising a service request of the IT worker.
“Today technology has matured in such a way that wherever you have a problem and if there is a single solution, it is possible for you to automate,” Rao said.
It was reported last month that Infosys released about 8,000 to 9,000 employees in the last one year on account of automation of lower-end jobs.
"We have been releasing about 2,000 people every quarter and also training them in special courses that will help them in their new assignments," a report said quoting Infosys human resources head Krishnamurthy Shankar.
With automation set to increase in intensity, the number of people the company hires will come down over time, he further added. Infosys added 5,700 people in the first nine months of this fiscal, compared to about 17,000 in the same period last year, cited the news report.
The total employee strength of the company for December quarter declined to 1,99,763, it added. Shankar said that Infosys has trained about 490 people in a first batch of machine learning and the use of artificial intelligence (AI)
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