KS Viswanathan, VP-Industry Initiatives, NASSCOM, says in the medium terms of 2 to 3 years, 20% of current job roles in BPM (Business Process Management) may get automated. But the good news is, there will be 40% of new, higher value jobs, given all the capabilities that new technology bring. Transaction processing will get automated, but the ability to do exceptional handling with empathy, that will bring new roles. Roles like what chief customer officers do, which traditionally was internally done, are increasingly being given to BPM partners.

Source: ET dated 24.01.24

SOME JOBS GETTING AUTOMATED, BUT MANY NEW ONES ARE EMERGING

KS Viswanathan, VP-Industry Initiatives, NASSCOM, says in the medium terms of 2 to 3 years, 20% of current job roles in BPM (Business Process Management) may get automated. But the good news is, there will be 40% of new, higher value jobs, given all the capabilities that new technology bring. Transaction processing will get automated, but the ability to do exceptional handling with empathy, that will bring new roles. Roles like what chief customer officers do, which traditionally was internally done, are increasingly being given to BPM partners.

Harita Gupta, SVP & APAC Head, Sutherland and Chair – NASSCOM BPM Council, says the problem statement we are struggling with right now is twofold. How do we skill our existing teams onto the new AI? A lot of it currently is happening organically. All of us are now thinking about what is that outside-in training we need to provide to bring employees up to speed on the opportunities. The other thing is, there are new fields coming in, like prompt engineering, which will create a lot of jobs. We have got to train people to be able to do that kind of work.

Rohit Kapoor, Vice Chairman & CEO, EXL, says the jobs that will be automated are simple data entry, simple query resolution, roles that involve putting together a lot of information, collating standard reports. But there will be new roles, in data engineering, in prompt engineering, jobs where you use LLMs and apply them in the core operating processes. The personalization strategies that AI and Gen AI enable will require more and more people. Lot more new roles will be created than what will be eliminated.