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
September –
5 Sept – Intl Day of Charity
7 Sept – Intl Day of Clean Air for Blue Skies
8 Sept – International Literacy Day
12 Sept – United Nations Day for South-South Cooperation
15 Sept – International Day of Democracy
16 Sept – International Day for the Preservation of the Ozone Layer
17 Sept – World Patient Safety Day
18 Sept – International Equal Pay Day
21 Sept – International Day of Peace
26 Sept – International Day for the Total Elimination of Nuclear Weapons
27 Sept – World Tourism Day
28 Sept – International Day for Universal Access to Information
29 Sept – International Day of Awareness of Food Loss and Waste
30 Sept – World Maritime Day
Monthly Observances:
Health, Safety and Sanitation Month
National Clean-up Month
Civil Service Month
National Peace Consciousness Month
Social Security Month
Rule of Law Month
National Teachers’ Month (Sept 5-Oct 4)
Weekly Observances:
Sept 17 – 23:
World Clean and Green Week
Week 2: Education Week
Week 4: Medicine Week
Last Week: National Family Week
Daily Observances:
Third Saturday:
International Coastal Clean-up Day
Third Monday: World Health Day
Last Friday: National Maritime Day
Sept 8: National Literacy Day
Sept 15: Philippine Medicine Day
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.
