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.
September 18 –
International Equal Pay Day
“Increase wages now,
more than other cost items.
For widespread, practical equality!”
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
October –
Monthly Observances:
Industry and Commerce Safety Month
National Statistics Month
Local Government Month
Consumer Welfare Month
Cooperative Month
National Quality and Productivity Improvement Month
National Health and Wellness Tourism Month
National Indigenous Peoples Month
Weekly Observances:
Week 1: Elderly Filipino Week
Week 2: National Health Education Week
Local Government Week
National Mental Health Week
October 17-23:
National Week for Overcoming Extreme Poverty
October 18 – 24:
United Nations Week
Last Week:
Nurses’ Week
Consumers’ Protection Week
Week of the 4th Sunday:
Barrio Farmers’ Week
Daily Observances:
First Monday (Oct 4): Universal Children’s Day i
n the Philippines
Oct 5: National Teachers’ Day
Oct 10: Local Government Day
Third Thursday (Oct 14): Conflict Resolution Day
Oct 21: Tenants’ Emancipation day
Oct 24: United Nations Day
Oct 29: National Indigenous People’s Thanksgiving Day
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.
