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Paul O'Hara
Executive Vice President of Business Development, EMEA at Teleperformance; CX and BPO expert who argues AI will augment and reinvent BPO operations rather than replace them.
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Nov 6, 2025
• 21min
Paul O'Hara - TP - AI Won't End BPO - It'll Supercharge It
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Joining the conversation is Paul O'Hara, EVP of Business Development at Teleperformance, who believes AI will enhance, not eliminate, Business Process Outsourcing (BPO). He outlines how AI can empower agents by automating routine tasks, allowing them to focus on complex interactions. O'Hara emphasizes the necessity of blending AI with human expertise for smarter customer experiences. He also discusses the industry's shift toward performance-based pricing and predicts robust growth in BPOs as strategic partners in enhancing customer experience.
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