There is a reason why sales and marketing is first. It has to do with hallucination.

People have figured out that even if you mess up sales/support/marketing, worse case you apologize and give a gift coupon. And then there is also the verbose nature of LLMs which makes it better suited to write marketing copies etc.

On business process outsourcing like customer support lot of companies are using LLMs, so that part is unclear to me.

Other BPO processes are accounting & finance, IT, human resources etc. And while companies can take that hallucination risk for customers, they see it as a serious risk. If for example, the accounting and finance operations get messed up due to AI hallucination companies will be in real hot water. Same goes for other back office functions like HR, compliance etc. So, most likely this statement is just hogwash.