Artificial Intelligence: A Case Study of Business Process Outsourcing in Jamaica
About this ebook
The governments of these developing countries, particularly Jamaica, have entered into agreements with international companies that provide business process outsourcing services, enabling more companies to outsource their operations to Jamaica. In return, creating jobs increases government revenue, and the clients of BPO companies can save on labor costs without sacrificing quality.
The growth of Artificial Intelligence (AI) and related technologies has transformed how many businesses execute processes. Companies now utilize AI tools such as chatbots (designed to give customers instant responses to frequently asked questions), Robotic Process Automation (RPA) (used to automate repetitive and time-consuming tasks), Machine Learning (ML) (helping analyze large data sets), and Natural Language Processing (NLP) (used to extract insights from unstructured data and make recommendations for projection) as a new way to boost efficiency in meeting customer and client needs.
This book aimed to investigate how BPO customer service agents in Jamaica perceive AI in the BPO sector, examine their concerns about job security, and identify practical strategies that Jamaican BPO companies can adopt to alleviate these concerns and promote the acceptance of these technologies. The findings from this study also increased awareness and helped agents better understand the use of AI and its role in their job functions. Additionally, this contributes to the existing body of knowledge and can serve as a reference for future research within the Caribbean and globally.
The study is organized into four chapters. This first section introduces the study, including background information, problem statements, the study’s purpose, research objectives, research questions, significance, delimitations, and definitions of terms. Chapter one reviews the literature across four levels: theoretical review, conceptual review, empirical review, and conceptual framework. Chapter two describes the research methods, including the research design and approach, population and sample size, sampling procedure, measurement of variables, research instrument, type of data, validity and reliability concerns, analytical tools, and ethical considerations. Chapter three will present the results and discussions based on the research objectives. By the end, the last section will conclude the study with a summary of the findings, conclusions, and recommendations.
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About the author
Distinguished academic and specialist at the intersection of human capital and technological evolution. Lecturer at the University of Technology, Jamaica. Dr. Clarke teaches modules in Business Process Improvement, Management, and HR Technology at both the undergraduate and postgraduate levels. With a Doctor of Business Administration (Technology and Management) and a Master of Human Resource Management, Dr. Clarke brings a multidisciplinary lens to the study of the modern workforce. His academic portfolio is further bolstered by a Master of Education in STEM and an Associate Degree in Management Information Systems, providing a unique vantage point on the necessary alignment between technical systems and human education. In this work, Dr. Clarke explores the Business Process Outsourcing (BPO) sector, utilizing mixed-method research to amplify the voices of professionals navigating the rise of Artificial Intelligence. Beyond his academic research, he is a certified trainer (Level 4 Certificate in Training and Assessment) and a Six Sigma Yellow Belt, dedicated to delivering practical workforce solutions.
Professor at the Federal University of Roraima (UFRR) and researcher at the IOLEs Think Tank. B. A. in Economics and Social Sciences as well as in Geography. Postgraduate specialist in Administration - Business Management and Strategy. Postgraduate specialist in Public Management. PhD in Sciences. Post-Doc in Legal Sciences. He was a visiting scholar at the National School of Public Administration (ENAP), the Institute for Applied Economic Research (IPEA), the University of Texas at Austin, the University of Buenos Aires, the Latin American Faculty of Social Sciences, Mexico, and the National Defense University, and a visiting researcher at the School of Public Administration (ESAF), the University of Belgrano (UB), the University of British Columbia, and the University of California, Los Angeles. Professor on the panel of developers and reviewers of the National Item Bank (BNI) for the National Student Performance Examination (ENADE) and evaluator for the National Higher Education Assessment System (BASis) of the National Institute of Educational Studies and Research Anísio Teixeira (INEP/MEC). He was a supervising professor for the Local Innovation Agents (ALI) Program of the Brazilian Micro and Small Business Support Service (SEBRAE).
