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From process to intelligence
Financial Express Mumbai
|September 29, 2025
THE BUSINESS PROCESS services (BPS) industry was once celebrated for cost efficiency through standardised processes, large-scale transitions and SLA-driven outcomes. Today,we stand on the verge of a deeper shift from doing things right to knowing what’s right to do next.
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Early automation focused on bots handling repetitive tasks to reduce manual effort and improve turnaround. Robotic process automation (RPA) served well but was task-driven, not thinking-driven. Now, augmented intelligence enables AI to learn, reason and recommend.
Once behind the scenes, BPS has moved to the frontline of decision-making. Financial planning and analysis (FP&A) teams don’t just report variance; they explain causes and simulate future outcomes. Healthcare operations help predict fraud or patient behaviours before they happen. BPS has shifted from execution to interpretation, transforming its role.
Esta historia es de la edición September 29, 2025 de Financial Express Mumbai.
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