The transformation of the economy is on the rise and it is expected that it will have a major impact on our work and our lives. One of the ways to deal with this change is by automating processes and managing workloads. The digital transformation will impact the way we work, our lives and how we use technology. It has already started in many industries, such as business process outsourcing (BPO), where companies are outsourcing their tasks to third-party vendors who do not need to be familiar with the company’s business processes or know how to do them themselves. Automation of processes allows companies to focus on what they are best at - creativity, customer service and communication – while still having access to all their internal resources (people)