Gartner Research

Emerging Technology Analysis: Smart Machines in Business Process Service Offerings Eventually Will Be Crucial for Competitive Success

Published: 24 February 2016

ID: G00294477

Analyst(s): Cathy Tornbohm


BPO providers should craft business service value propositions to involve smart machine software such as natural-language processing, deep neural networks and cognitivelike computing to increase competitive advantage.

Table Of Contents


  • Smart Machine Technology Description
  • Priorities and Motivations to Include Smart Machines in BPO
  • Smart Machines in BPO Technology Adoption
    • Factors That Will Drive Adoption
    • Factors That Will Inhibit Adoption
  • Technology Impact
    • Who Will Be Affected Within BPO Organizations
    • Actions to Take Now
    • Actions for the Next Six to 18 Months

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