Mercatus Outsourcing was featured in an interview with BTV Business News during Digital4Sofia PRO Marketing Conference 2026, where our Business Development Director, Eva Georgieva, shared insights into the future of the outsourcing industry, the growing role of artificial intelligence, and the importance of delivering high-quality customer service in an increasingly competitive market.
During the interview, Eva discussed how Mercatus maintains consistent service quality across more than 25 languages by investing in talented people, continuous training, and rigorous quality management. She highlighted that while technology continues to transform the industry, building knowledgeable and adaptable teams remains essential to long-term success.
The conversation explored how client expectations have evolved over recent years. Today, businesses are looking beyond the size of a service provider and placing greater value on efficiency, expertise, and the ability to deliver measurable business outcomes.
As the outsourcing industry continues to evolve, service quality is becoming a greater priority than scale. Clients no longer ask how big of a team can be formed, they want to know how effective this team can be at delivering business value.
Artificial intelligence was another key topic of discussion. Eva explained how AI is helping organizations automate repetitive tasks, improve operational efficiency, and enable internal teams to focus on higher-value work that requires critical thinking, creativity, and human expertise.
As businesses increasingly look to combine efficiency with exceptional customer experience, we continue to evolve our service offering to meet changing market demands.
Through Mercuria AI, a sub brand of Mercatus, we help organizations automate lead generation, customer support, and customer engagement with AI-powered agents operating across websites, WhatsApp, social media, and other digital channels.
Mercuria AI Agents handle the repetitive and routine tasks and in cases where a conversation requires empathy, complex problem-solving, or specialist expertise, interactions are seamlessly handed over to experienced customer support professionals at Mercatus. This approach combines the speed and scalability of AI with the confidence and quality that skilled people can provide.
Reflecting on the future of the industry in the following 3 to 5 years, Eva noted that:
“Technology will take over part of the processes, but it will never replace the need for expertise and human oversight. Efficiency, not scale, will define the future.”
We thank bTV Business News for the opportunity to discuss the trends shaping the future of outsourcing and customer experience. Industry events such as Digital4Sofia provide an excellent platform for sharing ideas and exploring how businesses can successfully combine human expertise with emerging technologies.
Contact us if you want to unlock the potential of AI for your business and to understand how you can scale faster and increase revenue.
Source: bTV Business News.
Read the original interview here.
