By Johan Steyn, 1 August 2024
Published by BusinessDay: https://www.businesslive.co.za/bd/companies/telecoms-and-technology/2024-08-01-johan-steyn-nutun-pioneers-business-process-outsourcing-with-ethical-ai-globally/
Johannesburg-based business process outsourcing (BPO) pioneer Nutun began with a passion for service inspired by our country’s rich culture. It is leading the BPO industry with innovation and client-centricity.
Group chief technology and innovation officer Hans Zachar says: “Our people and business are enabled through innovative, state-of-the-art technology.” He believes artificial intelligence (AI) will improve human skills, not replace them.
Responsible AI implementation is core to Nutun’s priority: superior customer service. It equips its personnel with AI, big data and speech recognition to deliver extraordinary, customised experiences. “We improve client satisfaction and set an industry standard for ethical AI use by operating with integrity.”
Zachar acknowledges that success takes more than skill. Cultural sensitivity, community involvement, and emotional intelligence stand out. High levels of empathy and cultural affinity to transnational markets define Nutun’s ethos. Its comprehensive approach guarantees culturally relevant and customised service wherever customers are, with their BPO offering extending beyond SA.
The company has become a global leader by targeting major markets, including the US, UK and Australia.
AI is making BPO more efficient and customer-focused. Nutun redefines operations with AI, improving productivity and customer satisfaction. “Through AI-driven solutions, we managed to optimise processes, automate mundane tasks, and enhance operational workflows, resulting in excellence in service provision,” says Zachar.
Reducing expenses
Nutun accurately analyses voice and knowledge base data with AI. This enhances data quality and data-driven decision-making. Machine learning algorithms enhance risk assessment and fraud detection. Natural language processing (NLP) creates meaningful conversations and customised solutions that engage consumers.
Beyond these breakthroughs, Nutun exploits AI’s scalability to efficiently fulfil demand without resource overheads. Scalability boosts its ecosystem growth and innovation by reducing expenses and freeing up human capital for higher-value roles.
While AI provides many benefits, its risks must be assessed. Zachar highlighted these:
Integrating AI technologies into current systems and processes requires initial investments in hardware, software, personnel, and networks.
AI algorithm success requires abundant, high-quality data. Nutun prioritises data collection, quality, and accessibility to address this issue and improve AI performance.
AI raises ethical considerations, including data security and privacy. Nutun takes data privacy seriously and follows all human-engagement AI ethical guidelines. It actively addresses AI biases to ensure ethical and equitable AI deployment.
Responsible AI emphasises transparency and the ability to explain things simply. This technique promotes stakeholder trust and informed decision-making. Transparent AI processes and decisions foster trust and accountability. Fairness and bias reduction are also important. Nutun’s AI systems are inclusive and nonbiased. Through rigorous AI testing and validation, the company supports a diverse, inclusive workplace.
Nutun values sustainability and the environment. Recognising that AI deployment can harm the environment, it works to decrease its carbon impact, developing sustainable AI methods and optimising AI processes for energy efficiency.
Nutun’s ethical AI approach transcends technology. Its people understand the importance of human connection. The company emphasises ongoing training to equip personnel with AI skills. By encouraging human-machine collaboration, it enhances productivity while maintaining human judgment and creativity.
Through communication with employees, consumers, and regulators, Nutun addresses ethical concerns from multiple perspectives. This collaborative approach ensures ethical considerations are integrated into every stage of AI development and deployment.
Nutun’s focus on innovation, excellence, and client satisfaction helps it to capitalise on digital opportunities.
This is done through openness, fairness, data privacy, sustainability, and humanity, setting an example of how ethical AI can alter a company and set industry standards.
• Steyn, a human-centred AI advocate and thought leader, is the founder of AIforBusiness.net.
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