Traditional BPO optimized for coverage and cost. The next wave optimizes for speed + quality + measurable business outcomes. In this session, Global BPO Services and Bakstage.AI unpack a modern “managed-service” operating model where AI agents handle the repetitive front line, and certified human experts step in for edge cases, empathy moments, and revenue-critical decisions - all with seamless handoffs, compliance guardrails, and analytics you can actually act on. We’ll share a practical blueprint across voice/chat/back-office workflows, how to structure escalation paths, and what KPIs matter when you run AI + humans as one team.