Webinar
Re-Imagining Knowledge Process Automation in the AI Era
Panel from Reinventing BPO in the Next Normal 2021 on why BPO and KPO services need AI-first automation, with Accenture, Wipro, and Sutherland leaders.
Part of the larger Reinventing BPO in “Next Normal” 2021 webinar, this session takes on a specific question: what happens to BPO and KPO services when AI-first automation becomes the operating model rather than an add-on. The backdrop was 2020 — workplace disruption, cybersecurity pressure, strained client management, and compliance load hitting the BPO industry hard — but the panel’s interest is in what comes after: operating models flexible enough to meet a marked shift in client expectations.
What the session covers
The discussion moves from diagnosis to design. It opens with the drivers and obstacles of digital transformation as BPO leaders actually experience them — client demands shifting faster than delivery models — then gets to the core argument: the difference between automation bolted onto an existing process and automation the process is rebuilt around. That is the AI-first case. For knowledge-heavy services, the unit of work is a document and a judgment, not a keystroke, so the automation layer has to understand content, not just move it.
The session closes with the case for a unified horizontal platform serving business processes across industry verticals — one system rather than a tool per process — followed by a case study and a live demo of that platform on real work.
Speakers
- Ganesh Gupta — VP, Global Head, BnFS Practice, Solutions and Client Relations, Atos Syntel
- Harita Gupta — Country Head, India & Global Head, Enterprise Business Services, Sutherland Global
- Anuj Jain — Managing Director, Accenture
- Anuj Bhalla — Digital and Cloud Transformation Leader, Wipro Technologies
- Ravishankar Panchanathan — AVP and Business Head, Digital Transformation Services, Infosys BPM
- Rangaraj Sriramulu — Senior Vice President, Digital Transformation, Alorica
- Gautam Chatterji — Associate Vice President, LTI
- Vickram Nathan — AVP, Platform Solutions, Sutherland
- Gokul Ganapathi — Co-Founder & CEO, Botminds
- Vikas Anand — VP, Sales & Marketing, Botminds
Why it still holds up
The prediction at the heart of this panel — that knowledge services would reorganize around AI that reads and reasons over documents — is now just how the work gets done. Botminds builds the governed version of it: document-to-decision automation where humans approve the calls and every number traces to its source page.