ABS-CBN News, Sep 28, 2017
MANILA – Job losses in business process outsourcing due to artificial intelligence is a “myth,” an industry leader said Thursday, as companies seek to combine machine efficiency with a human touch.
Call center agents will be retooled to work with chat bots and other forms of artificial intelligence, said Sitel Asia-Pacific CEO Craig Reines.
“We’re seeing the future here,” Reines said. “It’s turning our employees into these hybrid digital and live interaction agents.”
Robots with a heart: How call centers can fight extinction
While mechanical tasks will be automated, agents will still be on hand to provide the human touch that the Philippine outsourcing industry is known for, Reines told ANC’s Early Edition.
“It doesn’t do emotion well,” Reines said of AI. “It becomes very stale, very boring. It doesn’t provide that wow customer experience.”
Reines said digital-savvy Filipino BPO workers were poised to take advantage of the industry’s shift to AI.
“We view it as a huge opportunity. One of the tremendous advantages of the Philippines is you have a really unique service-oriented workforce.”
Contact Center Association of the Philippines president Jojo Uligan gave similar assurances on job security to BPO employees.
“We will retool them. We will retrain them and transfer them and move them up to a more complex type of work,” Uligan said.
The industry group is meeting in Boracay in October to discuss automation and other challenges.
March –
IT’S WOMEN’S MONTH!
“Respect and support women
every day of the year/s!”
Invoke Article 33 of the ILO Constitution
against the military junta in Myanmar
to carry out the recommendations of the 2021 ILO Commission of Inquiry
against serious violations of protocols of
Forced Labour and Freedom of Association.
Accept the National Unity Government (NUG)
of Myanmar. Reject Military!
#WearMask #WashHands
#Report Corruption #SearchPosts #TakePicturesVideos
Monthly Observances:
Women’s Role in History Month
Weekly Observances:
Week 1: Environmental Week;
Women’s Week
Week 3: Philippine Industry and “
Made-in-the-Philippines Products Week
Last Week: Protection and Gender-Fair Treatment
of the Girl Child Week
Daily Observances:
March 8: Women’s Rights and
International Peace Day;
National Women’s Day
March 4: Employee Appreciation Day
March 15: World Consumer Rights Day
March 18: Global Recycling Day
March 21: International Day for the Elimination
of Racial Discrimination
March 23: International Day for the Right to the Truth
Concerning Gross Human Rights Violations
and for the Dignity of Victims
March 25: International Day of Remembrance of the
Victims of Slavery and the Transatlantic Slave Trade
March 27: Earth Hour
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