币界网报道：Business process outsourcing (BPO) is a $300 billion industry that supports the back-end and front-end operations of the world's top 100 companies. a16z podcast host Steph Smith and partner Kimberly Tan deeply analyze how AI is redefining the BPO industry, from call centers and invoice processing to cross-system automation and R&D outsourcing. AI not only replaces manpower, but also expands the market boundaries, allowing small and medium-sized enterprises to enjoy BPO services. Traditional BPO relies on manpower and has limitations in efficiency and error rate. AI, especially LLM and Voice AI, can process unstructured information, achieve natural conversations and automated operations, and improve service quality and efficiency. Startups should focus on high ROI scenarios, such as customer support, and use clear KPIs to evaluate the value of AI. AI Coding technology enables non-technical users to build their own applications, which may subvert the traditional outsourcing model. Overall, AI is quietly reshaping this $300 billion invisible empire and driving the BPO industry to develop in a more efficient and extensive direction.