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Pinky Redoble Wants AI to Make Service More Human

CPS Asia Pacific launched in Australia in 2019 and now has offices in Sydney, Singapore and Metro Manila, where its delivery centre is based. Its Chief Executive Officer, Pinky Redoble, argues that AI should make the human experience better, and that the next BPO leaders will be the ones who balance innovation with hum

By Angeline Lim, Marketing Associate, LYRIQ.AI· Last updated: October 29, 2026

Pinky Redoble, Chief Executive Officer of CPS Asia Pacific · Photograph: courtesy of Pinky Redoble

On 27 October 2026, Pinky Redoble shared with BPO.AI a short statement of what her company believes. It opened with a plain statement of position. "At CPS Asia Pacific, we believe the future of the BPO industry is not about replacing people with AI, but about empowering people to deliver better outcomes through AI," she wrote.

Redoble leads CPS Asia Pacific, which describes itself as "a BPO, consulting, and workforce solutions provider focused on helping businesses improve customer experience and operational performance." The firm's name is short for Customer Persona Simplified, and its own summary of its approach is three words long: "Human-led. AI-enabled."

“AI should make the human experience better, not make it disappear.”

Pinky Redoble / shared with BPO.AI, 27 October 2026

2019the year CPS launched in Australia
3countries with offices: Australia, Singapore and the Philippines
30+years of combined team experience
5client markets: the UK, Australia, Canada, Asia and the US

Sources: CPS Asia Pacific company presentation (October 2026), CPS Asia Pacific services page and CPS Asia Pacific on Kalibrr.

The origin

From consultancy to delivery centre

According to the company's own presentation, CPS started in 2019, when CPS Australia launched and Singapore was set up as a payment office. By 2020 the firm had reached five major consulting engagements in the Asia-Pacific region.

The move into delivery came next. CPS expanded internationally in 2021 and 2022 and set up a Manila office, then grew the Manila team in 2023. From 2024, the company says, it introduced AI features and launched IT, back-office and customer support outsourcing. Its service lines now run from customer support and back-office work to IT outsourcing, consulting, executive search and AI-enabled solutions, for clients in electronics, hospitality, gaming and healthcare.

“Technology alone cannot build meaningful customer relationships.”

That mix of consulting and delivery shapes how Redoble talks about AI. She writes about it less as a product to sell and more as a way of running a service operation. "Artificial intelligence is transforming business process outsourcing by enabling faster customer support, smarter workflows, improved quality monitoring, and more informed decision-making," she wrote. "However, technology alone cannot build meaningful customer relationships. Empathy, cultural understanding, critical thinking, and human judgment remain essential to exceptional service."

Six CPS Asia Pacific team members working on laptops around a long boardroom table in an office with city views — The CPS Asia Pacific team at work. Photograph: CPS Asia Pacific

Where she sees AI working

Redoble listed seven AI focus areas she wants to see covered. They include AI-assisted customer interactions and agent support in contact centres, and practical uses of generative AI in everyday service work. She also pointed to AI-assisted training and coaching, which can help with "agent productivity, service consistency, and performance improvement."

Much of the list is about the work around a customer conversation. She named "intelligent workflow automation" for "repetitive back-office tasks, post-interaction summaries, system updates, and reporting," and AI-driven quality assurance that uses "interaction insights and performance data to identify opportunities for improvement."

People stay accountable

Another item on her list is human and AI collaboration: "integrating AI tools into BPO teams while retaining human judgment, empathy, and accountability." In her view, the gain comes from putting the two together. "The real opportunity lies in combining AI's speed, consistency, and analytical capabilities with the experience and emotional intelligence of people," she wrote. Providers that manage it, she added, "can improve productivity, enhance customer satisfaction, and create more scalable, cost-effective operations."

“AI should empower people, not erase the human touch.”

CPS Asia Pacific company presentation, October 2026

The measure

What she counts as success

Redoble describes AI in terms of what it does for people. "At CPS Asia Pacific, we see AI as a strategic enabler of people and performance," she wrote. "Our focus is on helping businesses adopt practical AI-powered solutions that support employees, optimize operations, and deliver measurable value."

Practical first

The company's tagline sums up the order it works in: "Human expertise. AI-powered solutions. Flexible outsourcing built around your business." Its presentation describes three ways to work with clients: co-sourcing, build-operate-transfer, and engagements tailored to the client.

Better outcomes, not fewer people

The company frames its approach as a simple sum. Human expertise brings empathy, judgment and relationship-building. AI and technology bring speed, consistency, insights and automation. Together, it says, they deliver stronger customer experience, smarter workflows and delivery that can scale. Or, in the line CPS uses to close the idea: "Technology enhances the experience. People make it meaningful."

What comes next

Where she says it is going

Redoble expects the next leaders in outsourcing to be the ones who hold two things at once. "The next generation of BPO leaders will be those who balance innovation with human connection, using technology responsibly to create lasting value for clients, employees, and customers," she wrote.

Her own summary is shorter. "Our perspective is simple: AI should make the human experience better, not make it disappear."

The lesson for BPO leaders is a practical one. Before rolling out an AI tool, decide which part of your people's work it should make easier.

AI helped draft this article. The BPO.AI editorial desk reviewed and edited it, and checked every fact against its original source.

BPO Leaders is written by executives from BPO companies, in their own words. Our editorial desk sends you a topic.Write for bpo leaders

From consultancy to delivery centre

Where she sees AI working

People stay accountable

What she counts as success

Where she says it is going

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