Tech & Sourcing @ Morgan Lewis

In Part 1 of our Cracking AI and Outsourcing Conundrums series, we discussed at a high level the challenges of requiring outsourcing providers to drive generative AI (GenAI) innovation while at the same time complying with companies’ AI policies. One of the challenges we identified was that many outsourcing agreements impose aggressive savings commitments, to be realized through the implementation of technology solutions that enable headcount or other cost reductions.

Innovation: all companies want their outsourcing providers to be at the forefront, whether accomplished by proposing ideas, implementing solutions as part of their business-as-usual services, or offering savings based on productivity commitments or other demonstrable business impact. Some outsourcing providers may even use innovation as a key differentiator during the sales cycle, putting real dollars at risk if innovation projects don’t realize promised savings. And what innovation is more top of mind presently than the use of artificial intelligence?

Join partners Don Shelkey, Kirstin Hadgis, and Ezra Church at 11:30 am–1:00 pm ET on Tuesday, February 27, 2024 as they discuss key considerations that may impact M&A transactions related to privacy and data security. The session will include a spotlight on the impact of artificial intelligence on such transactions.

An ever-increasing number of companies are choosing to use chatbots on their website, in their sales organizations, and to help with customer service. In fact, according to Vantage Market Research, the chatbot market will grow over 23% by 2030. A chatbot can provide a useful tool for consumers who are looking for quick and easy access to information as well as companies looking to provide a high level of attention and service, while allowing its employees to focus on other demands. However, companies should remain aware of and monitor the information the chatbot is sharing.

Artificial intelligence (AI) presents big opportunities and potential risks for countries around the globe, and India is no exception. India has a vast, burgeoning high-tech labor force. The country also attracts millions of dollars in foreign direct investments, putting it on pace to become a major player in the global technology supply chain. With this growth, AI technologies are, and will, make their way into numerous Indian industries, such as healthcare, technology, the workforce, and education, forcing the Indian government to take steps toward regulating AI.

As a follow-up to our previous post on contracting pointers for services incorporating the use of artificial intelligence (AI), we discuss below some of the key questions to ask vendors that may be using AI in the provision of their services.

Join Pittsburgh partner Peter Watt-Morse and Philadelphia partner Barbara Melby and associate Katherine O’Keefe at 12:00 pm ET on Wednesday, January 24, 2024 as they highlight considerations for companies in the financial services and insurance industries that contract for technology and outsourcing services.

The Beijing Internet Court (BIC) recently recognized copyright protection in artificial intelligence (AI) generated images, ruling that the images met the requirements of originality and reflected a human's intellectual property investment. Li v. Liu, Written Civ. Rulings (Beijing Internet Ct. Nov. 27, 2023) (China).

On October 25, the Morgan Lewis technology transactions, outsourcing, and commercial contracts team filled a room in New York with representatives from various industries who were looking to engage in interactive discussions with leaders in the field on the latest trends and top-of-mind issues impacting technology and outsourcing transactions.

Deloitte has issued a biennial report that identifies trends that are impacting customer/client contact center operations. The respondents surveyed by Deloitte represented both internal- and external-facing contact centers. This blog post summarizes some key trends outlined in the report.