why automation is booming but transformation outcomes are not
It’s 2026 and most enterprises are no longer debating whether to automate. They are debating why automation has not translated into consistent, enterprise-level outcomes.
Robotic Process Automation (RPA) adoption alone explains part of the urgency. Grand View Research estimates that the global RPA market that was valued at USD 3.79 billion in 2024, is projected to reach USD 30.85 billion by 2030. This is a sharp indicator that organizations are actively investing in automation to drive efficiency and cost reduction.
And yet, many digital transformation programs still hit a familiar ceiling. Tools proliferate, pilots multiply, dashboards look active, while the underlying business processes remain fragile.
That gap is precisely where Business Process as a Service (BPaaS) is gaining relevance. BPaaS is not traditional business process outsourcing repackaged, it is an operating model that makes automation and AI deliver sustained value.
why transformation stalls in real life
When senior leaders describe transformation fatigue, it rarely sounds like “the technology didn’t work.” It sounds more like:
- “We automated parts of the workflow, but exceptions still overwhelm the team.”
- “We have bots, but they break every time upstream systems change.”
- “AI gives insights, but nobody owns the decisions required to act on them.”
- “Operations teams are measured on today’s throughput, so transformation becomes a side project.”
- “Benefits spike in early wins, then flatten.”
These patterns have a common root: automation gets deployed into processes that do not have end-to-end ownership.
In such an environment, RPA becomes task acceleration without accountability. AI becomes intelligence without execution context. The program is not failing, it is simply unable to scale impact beyond pockets of progress.
BPaaS changes the unit of transformation
BPaaS reframes digital transformation by changing what the organization is transforming.
Instead of treating RPA and AI as tools added to existing operating structures, BPaaS treats the business process itself as the product: cloud-enabled, fully managed, continuously optimized, and tied to measurable outcomes.
In other words, BPaaS shifts the unit of change from:
- “We deployed automation”
to - “We run and evolve the process with accountability for results.”
That is why BPaaS becomes especially powerful in enterprise environments where fragmentation is normal. Meaning, multiple systems, multiple teams, multiple geographies, and handoffs that quietly create delay, risk, and cost.
what RPA does best inside BPaaS is stability at scale
RPA remains foundational, but its value multiplies when it operates inside a model built for governance and evolution.
In BPaaS, RPA typically supports high-volume, rules-based work where consistency matters more than creativity. Used well, it helps:
- Standardize execution across teams and regions
- Reduce manual errors and rework
- Shorten turnaround times without increasing headcount
- Create cleaner process data that AI can learn from
Examples include:
- Invoice processing
- Payroll validation
- Order management
- Onboarding workflows
- Service request handling
- Reconciliations
The differentiator is not that bots exist. It is that bots exist inside a process that is owned, monitored, improved, and accountable, so automation does not degrade over time.
where AI moves transformation beyond efficiency into better decisions
AI pushes BPaaS beyond efficiency into adaptability, especially in workflows dominated by exceptions, prioritization, and judgment calls.
When embedded into managed processes, AI can enable:
- Predictive signals that flag exceptions early, before they become escalations
- Intelligent routing and prioritization across queues
- Learning loops that improve over time based on historical process behaviour
- Stronger customer interactions, where agents are assisted and backend execution is automated
This aligns with NASSCOM’s view that RPA and AI together are redefining transformation success. They are shifting the focus from automating tasks to creating enterprise value.
But AI only performs reliably when it operates on stable, well-defined, well-owned processes. Without that foundation, AI outputs become just interesting, not operational. BPaaS provides that foundation.
what digital transformation looks like when BPaaS is working
In mature BPaaS environments, transformation becomes visible in outcomes that leaders care about:
- Finance closes faster because reconciliations run continuously and exceptions surface early
- HR scales onboarding and compliance without disruption as workflows adapt to policy and geography
- Customer operations improve as AI assists resolution while RPA executes backend tasks reliably
- Operations leaders gain real-time visibility into performance drivers, not just activity volumes
Importantly, these outcomes are not the result of a single tool. They are the result of a process designed to evolve, with a delivery model designed to sustain that evolution.
why BPaaS is becoming central today
As enterprises grow more complex, expecting internal teams to modernize and optimize every critical process is no longer realistic.
BPaaS offers a practical route to:
- Accelerate transformation without overloading internal capacity
- Keep automation and AI aligned to business outcomes over time
- Reduce fragility by building governance into delivery
- Scale intelligently across functions and regions
Digital transformation in 2026 will clearly be less about experimentation and more about endurance. BPaaS is designed for that shift.
how Infosys BPM can help
Infosys BPM supports enterprises with BPaaS models that are designed to run real business processes, not just automate tasks. RPA and AI are embedded with governance, scale, and continuous improvement built in. This allows organizations to move beyond fragmented initiatives and operate with models that keep delivering value. Unlock scalable digital transformation for your organization with Infosys BPM’s BPaaS services.
