BPOs study­ing im­pact of AI on em­ploy­ment

The Freeman - - BUSINESS -

Busi­ness process out­sourc­ing com­pa­nies in the Philip­pines are now study­ing how the use of ar­ti­fi­cial in­tel­li­gence may im­pact on the jobs of call cen­ter agents af­ter the is­sue was tack­led dur­ing an in­dus­try con­fer­ence in Bo­ra­cay.

Ac­cord­ing to a re­port on GMA News' "Unang Balita," the Con­tact Cen­ters As­so­ci­a­tion of the Philip­pines launched the study.

The group en­cour­aged BPOs to keep an open mind on the use of AI and other tech­nolo­gies while a study on how it may af­fect the em­ploy­ment of mil­lions of call cen­ter agents in the Philip­pines is in progress.

The Depart­ment of Trade and In­dus­try said the Philip­pines must pre­pare in case de­mand for man­power in the BPO sec­tor de­clines with the ar­rival of AI and other tech­nolo­gies.

"We just want to make sure we are pre­pared if there are any break­through de­vel­op­ments in new tech­nol­ogy for ar­ti­fi­cial in­tel­li­gence," Fi­nance Sec­re­tary Car­los "Sonny" Dominguez III said in Septem­ber.

Last year, the BPO sec­tor reg­is­tered $23 bil­lion in rev­enue and em­ployed more than 1 million in the Philip­pines, ac­cord­ing to the IT and Busi­ness Process As­so­ci­a­tion of the Philip­pines.

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