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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.
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