BPO and AI – How Kenya and Africa Can Reap the Benefits of Technology Advancements
WHAT IS BPO?
BPO stands for Business Process Outsourcing. It is a practice in which a company hires another party; usually a company, to perform some of its business functions. This can include tasks such as customer service, data entry, and accounting.
The BPO sector in Kenya has grown rapidly in recent years, and the country is now one of the leading BPO destinations in Africa. In 2022, the Kenyan BPO sector grew by 14%, and it is expected to continue to grow in the coming years.
The BPO sector in Africa as a whole is also growing rapidly. In 2023, the sector is expected to grow by 10%. This growth is being driven by a number of factors, such as the increasing adoption of cloud computing and the growing demand for customer service support.
WHAT IS AI?
AI is a problem solving technique using computers and machines by training and giving them the ability to perform cognitive functions we usually associate with human minds.
Just this month, the BPO company SAMA which has been operating in Kenya since 2016 has hired 2100 Kenyans focusing on computer vision artificial intelligence (AI). Their work will be primarily labeling of videos and images for AI algorithms.
While this is a cause for celebration, more emphasis should be put on the long term benefit and where the continent stands in the Artificial Intelligence revolution, Business Processes Automation and the overall digital technology advancements.
Apart from providing affordable labor, the African continent deserves to have a better voice in regards to technology developments. The population is filled with many experienced and enthusiastic individuals who are also capable of developing technology through any stage. On top of that, the continent also has the need to develop solutions for its own problems.
Artificial intelligence (AI) is rapidly transforming many industries, including the BPO industry. AI is being used to automate a wide range of BPO tasks, such as customer service, data entry, and accounting.
The use of AI in the BPO industry is creating new opportunities for businesses and workers in Kenya and other African countries. However, it is important for the continent to position itself at the forefront of the AI revolution in order to reap the full benefits of this technology.
Here are some ways that Kenya can position itself at the forefront of the AI revolution:
Invest in education and training
Kenya needs to invest in education and training programs to ensure that its workforce has the skills needed to work with AI.
Some institutions are already taking initiatives to lead on the forefront in the development of AI. An example is Mt Kenya University, which recently held an Artificial Intelligence Hackathon on July 13, 2023 a prelude to their entry into the IBM 2023 Call for Code Global Challenge.
Create a supportive regulatory environment
The Kenyan government should create a regulatory environment that is supportive of the development and use of AI. The Kenyan government in 2018 created a task force to work on a strategy to adopt new technologies such as AI and Blockchain. Whether this has bore any fruits in the recent past is a story for another day.
Attract investment
Kenya should attract investment in AI companies and research institutions.
According to The Guardian, Africa and the Middle East are set to see the fastest growth in AI spending worldwide, reaching $3bn (£2.4bn) this year and a predicted $6.4bn by 2026.
Partnerships and Unionization
As the common saying goes, unity is strength. To be able to be at the forefront in the AI revolution, individuals with common interests should partner and work towards a common goal.
In Kenya for example, 150 workers for the top companies outsourcing AI work including ChatGPT, TikTok and Facebook met in Nairobi in a quest to unionize. This union came along after two incidents, where Facebook was accused of offering undignified work with low pay, and a workplace culture characterized by mental trauma, intimidation, and alleged suppression of the right to unionize. ChatGPT earlier this year was also on the spot for outsourcing work from Kenyans earning less than $2 per hour, and also subjecting them to traumatic content reviewing and data labeling.
Here are some practical examples where Kenya and Africa have adopted and participated in AI in the recent past
Zenith Bank: Zenith Bank is using AI to automate its customer service operations. The bank has deployed an AI-powered chatbot that can answer customer questions and resolve issues quickly and efficiently.
Safaricom: Safaricom, Kenya’s largest mobile operator, is using AI to improve its network performance and customer experience through their chatbot Zuri. The company additionally uses AI and ML to, among other things, scale its cloud infrastructure, analyze data across social media for marketing use, automate the coding and testing processes and to also enhance the prevention of fraud especially in M-Pesa.
Google set up its first AI research center in Africa in Accra Ghana. The lab is actively collaborating with local universities and research centers, as well as working with policy makers on the potential uses of AI in Africa.
IBM: Since 2013, IBM has been in Africa conducting AI research in key areas such as water management, agriculture, transportation, health care, financial inclusion, education, energy, security, and government.
In addition to the above the continent can also position itself at the forefront of the AI revolution by:
- Focusing on developing AI solutions that are relevant to the needs of African businesses and consumers. For example, Kenya could develop AI solutions for agriculture, healthcare, and education.
- Encouraging the development of a local AI ecosystem. This could involve creating startup incubators and accelerators, as well as providing funding for AI research and development.
- Promoting the use of AI in the public sector. The Kenyan government could use AI to improve the delivery of public services, such as healthcare, education, and transportation.
By taking these steps, Kenya and Africa can become a leader in the AI revolution and help to drive economic growth and development in the world.
