The last decade saw a meteoric rise in the levels of outsourcing, the numbers are quite staggering in terms of jobs shifted overseas ranging from IT Ops, BPO, KPO etc.  Now that the numbers seem to have plateaued a bit it has turned the focus on optimizing those numbers.  Big numbers means more disparate teams in distinct locations thus decreasing accuracy and resulting in quality issues,  span of control, cost increase among few issues to contend with.

CFOs / CIO  are under increasing pressure to see how they can induce automation in the process and thus reduce costs.  The emergence of big data has given more impetus to use put analytics at center stage.  Advanced tools like machine learning is offering new ways to optimize some of the human intervention and repetitive tasks.

Apps and BOTS are driving more efficiencies.  BOTS could be game changer as its adoption increases.  The fact that large silicon valley companies are looking to invest in this technology and see how they can use it more effectively  drive down the need for human labor. 

 Google it and see what you come up with.