Efficiency demands push beyond low‑cost labor
India’s BPO industry, contributing nearly 18% of the country’s tech revenue, faces a reckoning as generative AI reshapes healthcare workflows and client expectations. JM Financial warns that firms like Sagility and IKS Health, already hit with double‑digit stock declines, are vulnerable due to limited diversification and reliance on U.S. healthcare clients. AI tools such as virtual scribing and denial prevention are disrupting traditional processes, while integration challenges with electronic health records add further strain. The future of Indian BPOs hinges on rapid reinvention, diversification, and embracing AI‑driven services.