In today’s rapidly evolving technological advances, outsourcing firms are under pressure to deliver high-quality services, reduce costs, and stay ahead of the competition.
One key strategy that can help outsourcing firms achieve these goals is the adoption of Artificial Intelligence (AI) in enhancing their efficiency, according to experts.
The experts noted that by leveraging AI, outsourcing firms can automate routine tasks, gain valuable insights and enhance their overall efficiency and effectiveness.
The experts who spoke at the Association of Outsourcing Professionals of Nigeria (AOPN’s) Outsourcing Expo 2025, themed ‘Outsourcing, AI and the Digital Economy: Trends, Challenges and Opportunities,’ said that by leveraging AI, outsourcing firms can enhance the quality of services provided, leading to greater customer satisfaction.
Read also: Leveraging technology to secure Nigeria
Olubunmi Popoola-Mordi, executive director, human resources & corporate services, Total Energies Marketing Nigeria Plc, in a keynote presentation, said the integration of AI by outsourcing firms will enhance their predictive capabilities, enabling them to make data-driven decisions and anticipate market trends.
She urged outsourcing firms to develop new business models that align with the digital era, noting that new business models will emerge that emphasize agility and a customer-centric approach, driven by AI technologies.
Popoola-Mordi stated that while AI helps to enhance efficiency, it poses some challenges, such as data security and piracy issues.
“Organisations must adopt strong security measures, including encryption and access controls, to safeguard sensitive data from breaches,” she advised.
She noted that the rise of AI in outsourcing can lead to significant job displacement, especially in sectors reliant on manual tasks.
She added that with the implementation of effective strategies for workforce transition and upskilling, organisations can mitigate the negative impacts of job displacements by AI.
In a panel session, Lawrence Amadi, partner, tech risk at KPMG Africa, said AI and other digital tools have made outsourcing firms raise the bar in terms of the services rendered.
“There is need for outsourcing firms to revolve and leverage AI for a competitive hedge and automate processes for speed, quality and innovation,” said Amadi, who was represented by Chukwuemeka Igabari, associate director, KPMG Advisory.
Read also: Leveraging GenAI in wealth management
“We ought to make AI our partner and leverage the opportunity it presents. All we need to do is to continue to upscale our knowledge on AI and other digital tools to enhance our work,” he added.
Also, Mope Abudu, president of AOPN, said AI provides opportunities for outsourcing firms to offer more value rather than suboptimal services.
“AI is removing repetitive and inefficient services, which were taking up our time. It is here to enhance our work and to remove the inefficiencies,” she said.
“AI is now making sure that even as outsourcing is an industry, you are able to provide the services beyond your locality. You can expand into a larger market. You’re able to become much more competitive,” she explained.
“And this can only be good,” she noted, while urging outsourcing firms to localise these solutions into their focus area of operations.
