The customer service landscape is shifting dramatically, and a recent revelation from a customer advisory council perfectly captures this evolution. Their message to their BPO partner was clear: focus AI efforts on operational improvements, not on duplicating CRM capabilities.

This feedback validates what I've been saying: the real opportunity in AI isn't in handling tickets—it's in transforming how BPO operations work from the ground up.

But let's be realistic: it's not financially attractive for traditional BPOs to cut costs. Deep operational change would reduce their revenue from you, the client. It's a tough position in an already challenging market, where BPO share prices have seen 80% declines over the past year due to market pressures, outdated models, and the threat of AI.

The solution? Look for a partner who's building AI-native operations from scratch. These new-generation providers, like Agents Only, are integrating AI throughout their entire operational framework—from hiring and training to quality assurance and performance management. The result? Cost reductions of 20% or more, transformational quality improvements, and enhanced sales outcomes.