India’s BPO industry is entering a pivotal phase as major players move large parts of their operations to machine learning systems. The shift is changing how firms handle customer service, data-heavy workflows, and decision support. Eight companies, in particular, are adopting ML at a pace that signals a broader change in how global outsourcing work will be delivered in the coming years.
Here are 8 BPO players that are going heavy on machine learning:
Genpact
Genpact, founded in 1997, uses machine learning in finance, supply chain tasks, and customer-cycle management for large enterprises. The systems are designed to reduce manual workloads and improve processing accuracy across high-volume corporate functions.
Infosys BPM
Infosys BPM, established in 2002, applies machine learning in migration projects and cloud adoption efforts for clients in retail, tech, and banking. The company uses predictive tools to examine customer trends and flag potential service issues.
WNS
WNS, founded in 1996, deploys machine learning across travel, insurance, and media accounts for tasks ranging from risk checks to data analysis. The goal is to handle large datasets and maintain accuracy in recurring processes.
Teleperformance India
Teleperformance India uses machine learning during live calls to filter noise, detect emotion, and prompt agents with cues. Automated review tools examine call recordings and identify training gaps, reducing the need for manual audits.
iEnergizer
iEnergizer applies machine learning across gaming, finance, publishing, and healthcare operations. The tools examine customer behaviour patterns and support early detection of service problems. ML systems also assist with quality checks and basic task automation. iEnergizer was founded in 2000, and now it has 25000+ employees.
[24]7.ai
[24]7.ai uses machine learning to run chatbots, messaging tools, and self-service systems. Its platforms interpret customer intent and adjust responses during digital interactions.
HGS
HGS uses machine learning in sentiment tracking, fraud detection, and workflow automation. These tools support sectors such as healthcare, where compliance requirements are strict. The company also uses digital systems to manage remote and hybrid teams.
Maxicus
Maxicus, founded in 2019, uses machine learning in verification, onboarding, and video support for e-commerce and fintech clients. ML tools also support quality checks and unified customer-service platforms.
