技术：超大规模的有影响力的业务成果

Executive Summary The deployment of next-generation technologies means transformative approaches to globalbusiness services are materializing at increasing speed. As such, today’s business processoutsourcing (BPO) providers must embrace digitization, automation, and the deployment ofskilled advisors to optimize customer experience management (CXM). Because as the pursuit of But even as digital transformation continues to race forward, human beings remain central to thesupport process. According to TP’s 2024 Global Insights Survey, almost two-thirds of consumersshow a clear preference for human support.2As it happens, AI-powered systems, in tandem with In 2024, TrendzOwl and TP propose three themes in the technology sector worth pondering: Investing in CloudCapacity to Super-PowerHuman Interactions The Global Raceto Innovate The Advantage ofStrategic Partnerships The race to innovate hasbecome a global phenomenonthat extends from the UnitedStates to China, India, theMiddle East, and beyond. Thiscompetition will have profoundeffects on the technology space.But the pursuit of innovationis also disorienting. When it Enterprises are lookingoutside their organizationsfor innovative solutions to arapidly changing customercontact environment.According to McKinsey, in2024, “Outsourcing, onceviewed primarily as a way toreduce costs, is increasinglyseen as an effective source ofadditional skilled capacity and As the race to innovate picksup speed, so too does the raceto the cloud, with the missionof super-powering the CX withresponsible, human-centeredAI at scale. Going forward, thecustomer contact ecosystemwill depend more and more oncloud platforms and contactcenter as a service (CCaaS) toenable AI, automation and Background In 2024, the global race to innovate is accelerating, and it’s sure to profoundly affect the entirecustomer contact ecosystem. This is certainly true in the United States, where innovation has This frenzied pursuit of innovation is thrilling but can be disorienting, too. For instance, when itcomes to implementing AI, there’s a general sense of confusion pervading corporate America.“Among executives on the ground… the situation is… murky. Many say they are now trying toparse the predictions and to separate hype from reality to come up with their own answer to afundamental question: How pervasive will AI become in corporate life, and how quickly should I TP 2024 Global Insights Survey says it well: “Overall, 62% of consumers show a clear preferencefor human support. While this preference extends to all generations, genders, countries, andsectors, automated or AI bot assistance increases among younger generations, nonbinary Those Chinese consumers reflect the fact that China ais also innovating. On December 14, 2022,China released its “Strategic Plan for Domestic Demand, 2022-2035.” Soon after, “Respected financial news outlet theSecurities Timespublished an analysis that concludes that a big newwave of ‘information innovation’ (xìnchuàng) is coming and that the new plan for boosting But it’s not just China. According to Nvidia CEO Jensen Huang, India’s technology professionalsare emerging as the “front office” of the world’s AI revolution as they reskill from IT to AI. Tothat end, India’s Union Cabinet recently approved funding for an “India Artificial IntelligenceMission” for the next five years, aimed at creating computing infrastructure in public-private 62%of consumers show clear preference Further Into the Cloud:Super-Powering Human Interaction As the global race to innovate picks upspeed, so too does the race to the cloud asa means to super-power human interactionsvia people-based CX in combination withresponsible AI at scale. Big Tech firmsare investing billions of dollars in cloudinfrastructure in the form of data centersto expand their hyperscale capacity. In fact,“New figures from Synergy Research Groupreveal that the number of large data centersoperated by hyperscale cloud providers…reached 992 worldwide at the end of 2023 Clearly, the proliferationof AI in the cloud is It’s a stunning global phenomenon. “Ona regional basis, the US accounts for thelargest share of hyperscale capacity (51%),followed by Europe (17%) and then China(16%). Asia-Pacific sits fourth on 10%.”10Clearly, the proliferation of AI in the cloudis happening everywhere. Take Japan AI’s Disruptive Voices: Still Not Equal to Human Support As the cloud spreads and helps enrich digital experiences, a related phenomenon is alsopicking up speed — the growing number of solutions in the voice technology space. Forinstance, some voice tech can now translate a user’s videos using one-click solutions thatclone the user’s natural speaking voice and style for seamless delivery in other languages.Such AI-powered translation services not only translate speech but also sync words with a Intriguingly, translation capabilities are also being combined with synthetic tech. In fact,some new offerings “can recreate a