From BPO to APO.

90% of organizations are piloting GenAI in customer service. 72% report no P&L impact. This report maps why — and what the operators who escape pilot purgatory do differently.

• →The structural shift: human-executed → AI-executed, human-supervised
• →Workflow math: billing enquiry AHT 4–5 min → 60–90 seconds, FCR 75% → 92%+
• →100% QA coverage vs 2% sampling — the category change nobody prices in
• →What Globe, PLDT, TM×Scicom moves mean for Malaysian operators
• →The phased engagement model with decision gates — and how roles evolve, not vanish