AI could automate 40% of tasks in Africa’s growing tech outsourcing sector by 2030, a new report by Caribou and Genesis Analytics, in partnership with the Mastercard Foundation, finds.
Why it matters
Africa’s BPO (Business Process Outsourcing) and ITES (IT-Enabled Services) industries are expanding rapidly, with Kenya’s market expected to hit $272.1 million in 2025 and grow at 5.96% annually.
However, automation threatens entry-level jobs, which make up 68% of the workforce.
By the numbers
- Customer Experience roles, which account for 44% of BPO employment, are especially vulnerable—half of tasks in these roles could be automated.
- Finance and Accounting positions face similar risks, with nearly two-thirds of junior-level tasks at risk.
- Just 10% of tasks in the sector are fully resilient to automation.
The big picture
AI is already integrated into Africa’s outsourcing sector, with tools like ChatGPT, Microsoft Copilot, and in-house AI chatbots driving efficiency.
Workers are leveraging AI for coding, content creation, and customer service, freeing them up for higher-value, strategic work.
What they’re saying:
Rodwell Mangisi, Mastercard Foundation: “As AI transforms global business processes, Africa can lead by ensuring its workforce is AI-ready. Investing in upskilling, especially for women and youth, will turn automation risks into opportunities.”
Charlene Migwe, Caribou: “With the right investments in skills development, ethical AI, and inclusive policies, we can transform automation risks into new opportunities for innovation and resilience.”
What’s next
To future-proof jobs and unlock Africa’s $35 billion BPO potential by 2028, the report calls for:
- AI-driven upskilling and reskilling programs, particularly for women and young professionals.
- A focus on transitioning workers into higher-paying roles in cybersecurity, AI management, and data services.
- Proactive policies to address gender disparities—women’s tasks in the sector are 10% more vulnerable to automation than men’s.
The bottom line
AI is reshaping Africa’s outsourcing industry. The challenge now is ensuring that workers—especially women and entry-level employees—are equipped for the AI-powered future.
