Vertex Global Services to impart AI-specific skills to 8,000 professionals in India over next 3 years

New York-headquartered business process management firm Vertex Global Services on Monday announced its plan to impart AI-specific skills and training to over 8,000 professionals in India over the next three years.

This initiative is poised to revolutionise their in-house capabilities, backed by the launch of the VAssist tool to build efficiencies in contact centre processes, a statement said.

From offering traditional BPO services to data-driven CX analytics, this tool will transition from conventional ways of handling customers to leveraging advanced tech for enhanced customer experience.


By integrating this tool, the workforce will be able to understand, analyse, and provide better resolutions by differentiating it into three categories, such as contact centre, customer service, and business needs.

The Indian BPO sector is rapidly transforming in this tech-driven era and undergoing a remarkable shift, as AI is redefining its core operations, such as customer experience, it noted.

It is estimated to grow from USD 139.35 billion in 2025 to USD 280 billion by 2033, fuelled by the integration of advanced technologies and AI in the sector, it stated.

To further accelerate this momentum, the fastest emerging BPO player, Vertex Global Services, has announced its ambitious plan to impart AI-specific skills and training to create over 8,000 AI experts in India over the next three years, the statement said.

"As the industry is transitioning towards automation and streamlined workflows, the focus on continuous quality management remains paramount. This initiative is poised to transform the landscape of customer service in BPO, ensuring that the company not only meets but exceeds both operational and customer service standards in the years to come," Vertex Global Services President and founder Gagan Arora said.

As agents engage with customers, the VAssist tool will provide on-the-spot recommendations for scripts and communication techniques, enhancing both the agent's performance and the overall customer experience.

This capacity for real-time feedback not only aids in reducing Average Handle Time (AHT), a critical metric in call centre operations, but also improves the customer's journey by eliminating confusion during calls.

Lowering Average Handle Time is paramount, especially considering the financial implications for companies sponsoring toll-free numbers.

Going a step further, creating a measured balance between AI and human will provide real-time and satisfactory resolutions.

According to the industry estimates, 68 per cent of all customer service and support interactions are expected to be handled by agentic AI by 2028.