Report: AI maturity in Shared Services and BPO
Artificial Intelligence (AI) is a rapidly evolving field that offers tremendous opportunities for innovation and transformation in various sectors and domains. AI can enhance productivity, efficiency, quality, and customer satisfaction, as well as create new value propositions and business models. However, AI also poses significant challenges and risks, such as ethical, legal, social, and technical issues, that require careful consideration and management.
To understand the current state and future trends of AI adoption within the Shared Service Centers (SSC) and Business Process Outsourcing (BPO) organizations, Office Samurai and ABSL conducted a survey between December 19, 2023 and January 24, 2024. The survey aimed to evaluate the AI maturity level of the participating organizations, as well as their AI strategy, use cases, challenges, and expectations. The survey also explored the adoption of specific AI technologies, such as Robotic Process Automation (RPA), Intelligent Document Processing (IDP), Machine Learning (ML), AI Conversational Platforms, and Generative AI.
Survey scope and methodology
The survey received 48 responses from SSCs and GBSs operating in various industries and regions in Poland. The respondents represented different levels of seniority, roles, and functions within their organizations. The survey consisted of eight sections, covering the following topics:
- Company information,
- AI strategy,
- ML adoption,
- RPA adoption,
- IDP adoption,
- Generative AI adoption,
- AI Conversational Platforms adoption,
- Future Outlook.
This report presents the main findings and insights from the survey, as well as some
recommendations and best practices for enhancing the AI maturity level of SSCs and
GBSs.
Read the full report here: Report on AI Maturity in Business Services.
