AI adoption is slowly gaining ground in the BPO industry.
The business process outsourcing (BPO) industry in Bangladesh, once primarily associated with voice-based customer service and back-office support, is now cautiously but steadily integrating artificial intelligence (AI) to remain competitive in the rapidly evolving global market.
This transition was prominently showcased at the recently concluded BPO Summit Bangladesh 2025, where numerous companies exhibited their AI-powered tools and outlined their transformation strategies. Held over two days at Senaprangan in Dhaka, the summit attracted a wide range of stakeholders eager to explore how Bangladesh’s $850 million BPO sector is preparing for the AI-driven future.
According to the Bangladesh Association of Contact Center and Outsourcing (BACCO), the sector employs more than 80,000 people, with women making up around 40 percent of the workforce. While full-scale automation remains a distant prospect for many firms, several companies have already begun experimenting with AI to boost efficiency, accuracy, and client satisfaction.
“As we know AI is coming, we're trying to adapt,” said Nahid Sultan, senior software engineer at FinSource.
FinSource Limited, one of Bangladesh’s fastest-growing fintech firms, serves as an offshore unit for a leading US-based retirement plan provider. Since its launch in Bangladesh in 2019, it has grown to employ over 212 staff. “We’re working on integrating Azure-based AI tools to enhance decision-making and data analysis,” Sultan added.
MY Outsourcing Limited, a major contact center service provider with extensive experience serving multinational corporations (MNCs) and fast-moving consumer goods (FMCG) companies in Bangladesh, is also adopting AI. Established in 2012 under the MY Group of Companies, it offers comprehensive contact center services and back-office support, tailored enterprise management solutions, and currently employs over 450 people.
“We've begun implementing AI in our customer solutions. Our systems can now engage clients using AI before escalating to human support,” said Fardin Rahman Nihal, business development executive at MY Outsourcing. “This reduces response times and improves scalability.”
Mevrik, a product-focused company specializing in digital customer experiences for finance and tax sectors, offers another example of AI integration. Having started AI development in 2018, Mevrik now relies on local engineers for its solutions.
“Our AI functions as the first responder in digital customer service. For example, with services like MyGP, if a customer requests their balance, AI responds first. Human agents only step in if the query is unclear,” explained Reyad Hossain, Mevrik’s head of operations. “We’re handling nearly 100,000 repetitive queries daily for a single client—tasks that would otherwise require hundreds of human agents.”
Younger firms are also embracing AI. Digipro Solutions Ltd, founded in 2022 and employing 70 people, specializes in end-to-end accounting and finance services. “Our AI-driven reconciliation tools can identify discrepancies in financial reports far faster than a large manual team,” said manager Maruf Mosharraf.
NR Business Solutions Ltd, founded in 2021, employs AI for digital marketing analytics and back-office operations. “It saves time and enhances accuracy in non-voice tasks,” noted Mahmudul Hasan, an executive at the firm.
BYTE Trek, established in 2018 and employing over 50 people, is developing an AI-powered chatbot for automating billing and customer inquiries. “It’s an ongoing process, but we believe AI will significantly ease repetitive tasks,” said deputy manager Hasib Kibria.
Even large, traditional contact centers like ISSL, with over 500 employees, are preparing for AI integration. “AI integration is part of our roadmap for the next phase,” said Zahid Hussain, an executive at ISSL.
The summit also saw innovative developments outside mainstream BPO services. At the Narsingdi Science and Robotics Lab booth, a team of young engineers showcased a self-funded prototype of a VTOL (vertical take-off and landing) surveillance drone still in development. “We’re inspired by Turkey’s Bayraktar drone and hope to eventually build our own combat-grade version,” said CFO Abdullah Al Mamun.
During the opening ceremony, Faiz Ahmad Taiyeb, special assistant to the chief adviser with executive authority over the posts, telecommunications, and ICT ministry, underscored the urgency of embracing AI and related technologies. “If BPO companies in Bangladesh fail to adopt artificial intelligence, machine learning, and large language models, they risk falling behind in global competition,” he warned. “Technological advancement over the past two years has outpaced all previous eras of innovation.”
