AI Meets Outsourcing: Revolutionizing Customer and Employee Experiences

Artificial Intelligence has become ubiquitous in any conversation about business transformation, particularly in how it can improve customer experience and employee productivity.  

We’ve seen AI transform from a far-off concept into a viable tool being used across all industries and functions. My firm has been right there working with clients bringing in AI tools to improve their teams and experiences. We have seen the benefits and have helped our clients optimize those to support customers. But we have also seen the drawbacks and potential pitfalls of AI adoption – primarily a lack of human touch, particularly in industries like tax and insurance where personal information is closely held. 

As an outsourcing expert, JDA TSG has helped our partners, like Intuit and LegalZoom Tax, look ahead to the trends that may impact future planning, where AI will grow and where alternative solutions are best applied. Here are the top three:

• Is Offshoring Customer Service Dead? AI is rapidly supplanting offshoring in customer experience by automating repetitive tasks like answering FAQs, processing requests, and handling complaints with speed and consistency. Unlike offshore teams, AI operates 24/7, scales instantly, and offers personalized interactions through data-driven insights, reducing the need for large human workforces. As AI continues to improve in understanding natural language and sentiment, it addresses many of the pain points associated with offshoring, such as language barriers, cultural differences, and response times. We believe by 2030, the current business model will not exist. 

• Some Industries Just Need the Human Touch. Sectors like personal finance, tax, insurance, and healthcare require human customer support because they involve complex, emotionally charged, and highly personalized interactions that AI struggles to replicate. Customers often need empathy, nuanced understanding, and the ability to navigate gray areas, which only human representatives can provide. While AI can assist with routine tasks, the trust and reassurance required for sensitive decisions and problem-solving in these fields remain reliant on human expertise. 

• Employers Need to Rethink Their Resourcing Strategies and Training Programs: Adapting to the evolving workforce model is critical for long-term success. A recent survey found that 95% of customer experience leaders agree there’s an increasing need for employees who not only have technical expertise but also possess emotional intelligence (EQ) and the ability to provide customer-centric solutions. However, many organizations face challenges in effectively training their employees due to a lack of comprehensive training programs. In this context, partnering with the right provider is essential—particularly for roles that require specialized industry knowledge, regulatory compliance, and advanced problem-solving skills. By incorporating AI fluency and proven training frameworks, companies can accelerate the development of a workforce that’s ready for the future. 

Nearly all companies have AI solutions and paths to integrate them deeper into their organization. We have seen incredible success in using outsourcing to scale rapidly, particularly as technology-driven growth accelerates and customer expectations rise.  

Set-up time to discuss how partnering with an outsourcing provider, you can retain your internal talent, leverage your existing training programs, and upskill your team, while an outsourcing partner helps you scale strategically and efficiently.