AI Is Changing the Work Companies Bring Back to the U.S.

Provalus, a U.S.-based outsourcing and technology company, is changing the nature of work it brings back to the United States through the use of artificial intelligence. At one bank, AI sorts fraud alerts into work queues for a team of around 100 Provalus analysts who then investigate whether the activity is fraudulent or if there is a legitimate explanation, such as a customer moving money for a mortgage.

Provalus President Mike Keogh explained that this AI-assisted fraud operation has increased analyst productivity by over 50 percent and reduced the time between an alert and the conclusion of an investigation. Keogh emphasizes that while an automated error can repeat across many transactions, people remain responsible for reviewing cases due to the risk of errors.

AI can prioritize alerts, but analysts examine the underlying activity and can escalate a case if something appears incorrect, indicating that sensitive decisions, empathy, and tighter security are more likely to return to U.S.-based teams. Clients value shared time zones, native-language skills, and the ability to visit the people handling their operations.

In the healthcare industry, AI can take notes and help manage cases, allowing employees to pay closer attention to customers. AI also assists in preparing employees for more difficult customer interactions by providing AI-assisted training, which has been well-received by workers. However, companies must ensure that employees have enough familiarity with tools like ChatGPT or Claude to experiment with them and understand their behavior.

The specific technology will continue to change, making adaptability more crucial than expertise in any single product. Companies should also focus on the handoff between employees or systems, ensuring that customer history, intent, and previous steps are properly conveyed, as this can significantly impact the success of the interaction.