In a recent episode of the Higher Learning with Outposter podcast, Chris Titley sat down with Ben Pullen, founder of Outposter, to discuss how AI is transforming business operations, especially in the realm of Business Process Outsourcing (BPO).
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In a recent episode of the Higher Learning with Outposter podcast, Chris Titley sat down with Ben Pullen, founder of Outposter, to discuss how AI is transforming business operations, especially in the realm of Business Process Outsourcing (BPO).
Ben Pullen shared key insights into how Outposter leverages AI to improve productivity and ensure long-term client satisfaction, especially in areas like customer service and recruitment.
AI as an Augmentation Tool, Not a Replacement
Ben Pullen emphasised that AI should be viewed as an augmentation tool rather than a replacement for human roles. “I see it as a positive,” he said, explaining that AI helps streamline tasks and reduce errors rather than displacing employees. For instance, Outposter uses AI to support customer service staff in crafting responses that are not only faster but also more accurate. “A person with a productivity of 90% now goes to a hundred straight away,” he noted, highlighting AI’s impact on efficiency and precision.
Proprietary AI-Powered Systems for Enhanced Hiring
One of Outposter’s notable achievements is KapOne, a proprietary AI-driven software for recruitment and staff management.
By analysing resumes and matching candidates with job roles, KapOne allows Outposter to deliver faster, high-quality recruitment outcomes.
“The quicker that you can actually find talent to get things off the ground, the happier the client would be,” Titley remarked. Ben Pullen confirmed, adding, “We get onboard in the space of, you know, half a day,” underscoring the tool’s capability to expedite the hiring process while ensuring candidate quality.
The Growing Necessity of AI Integration
Ben Pullen believes that integrating AI into business processes is no longer optional. “If you’re not using it, you’re losing,” he stated, emphasising the competitive advantage AI offers in enhancing efficiency and connectivity. He argued that while basic uses of AI, like rewriting emails or finding formulas, are common, the real potential lies in its ability to connect datasets, enhance client-staff interactions, and reduce the time spent on routine tasks.
Balancing AI with Human Insight
Despite AI’s advantages, Ben Pullen stressed the importance of a balanced approach, where AI complements human work without overshadowing it. This perspective aligns with Outposter’s commitment to a managed service model rather than a traditional outsourcing model. By providing training and management support, Outposter ensures that AI augments rather than replaces the roles of its workforce, adding significant value for both clients and employees.
Looking Forward: AI’s Role in Future Growth
As Outposter explores new markets, particularly in North America and potentially Europe, AI will continue to be integral to its operations. By refining its systems and expanding its geographical footprint, Outposter aims to leverage AI to serve a broader range of clients and streamline processes further.
In conclusion, Outposter’s approach to AI exemplifies a forward-thinking strategy. As Ben Pullen aptly stated, “I see [AI] more as a sandpaper. It smooths out those rough edges of the workforce, but it also increases the speed as well.”
Listen to the Full Episode here:
By Outposter
Corporate image measures how employees view the organisation and its reputation in the larger community.
Hospitality measure the extent to which employees feel the work environment is friendly and welcoming and they can have fun and enjoy each other’s company.
Leadership Behaviour measures people’s experience with leader’s behaviour and how it reasonates with the company strategy and values.A positive experience of these behaviors for employees on all levels of the organization is a key differentiator among the best workplaces and enables companies to execute their strategy consistently.
Camaraderie measures employees’ sense of enjoyment in the workplace by assessing the level of intimacy they experience, the freedom they feel to express themselves, the sense of hospitality in the workplace environment, and the extent to which people feel they are members of a community.
Engagement measure the degree to which people are tuned into their work, give more of themselves and their talents than is required, and act as owners of the business.
Taking everything into account, i would say this is a great place to work.
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