Automation, AI should not be feared

By Rizal Raoul Reyes, Business Mirror, May 9, 2019

THE emergence of automation, artificial intelligence, machine learning and other technologies shouldn’t be considered a threat, according to an official of a major business-processing organization (BPO) operating in the country.

“Instead of creating a scare on the impact of automation, AI and other technologies, the outlook should be positive as these technologies can make companies and people more competitive,” said Rishi Rajj Pradhan, country CEO Philippines and Malaysia of Conduent, in a recent interview with BusinessMirror.

“We want to let the people understand that AI and other technologies should not be feared but appreciated,” he added.

As far as Conduent is concerned, the company continues to provide the proper training that will allow its people to seamlessly move to different tasks for clients. “If a contact center worker knows how to handle a different work in a different project, we will support him or her,” he said.

With its diverse set of offerings, Pradhan said Conduent could handle the changes in the industry as it has been exposed on a regular basis doing high technology work for its global clients. “If you are able to build a multiple foundation equipping people with multiple skills, that individual will never be obsolete,” he pointed out.

Pradhan also noted the Philippines is a major source of talent for Conduent and plays a vital role in serving clients in the global market. Moreover, it has been a strategic delivery center for its global operations with 450 global delivery centers.

“It is a fact the Philippines has always been a huge source for great talent in the professionals we have in our organization. We have kind of grown from one site starting in the Ecom area to Cebu City,” he explained.

Pradhan said the Philippine operations serve the needs of the company’s clients in 22 countries around the world. “We are one of the diversified BPO operations in the world.”

It serves 22 industry verticals ranging from consumer, media, high-tech and finance, among others.

As part of its innovation process, Pradhan said Conduent recently formed a partnership with Microsoft for its Cloud Azure initiative. It is also looking at blockchain and machine learning.

Conduent entered the Philippines in 2005 with an initial work force of 1,500. It has currently a total of 8,000 employees nationwide. As part of the top Fortune 500 companies, it provides strong emphasis on artificial intelligence, machine learning, automation and other offerings.

As part of its commitment to provide its employees with an empowering and conducive workplace environment is the LIFE hall, Conduent Philippines’s biggest dining and recreation hub which was inaugurated recently.

The LIFE hall—which stands for Learn, Involve, Feel and Energize—is the latest addition to the series of facility enhancements at the Conduent Philippines headquarters in Pasay City. The hall is a 1,400-square-meter multifunction food and leisure center that features a variety of sections aimed at elevating the workplace experience for Conduent employees.

“We at Conduent are steadfast in our commitment to provide a comfortable workplace for our employees. We want to give them a space that they can call their second home. We’re confident these enhancements will further help in empowering our employees to live, achieve and thrive at Conduent,” said Pradhan.