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Manila Bulletin devider Business devider Adapt or die: ChatGenie's AI takes aim at Philippine BPO industry

Adapt or die: ChatGenie's AI takes aim at Philippine BPO industry

Published Dec 9, 2024 03:39 am

ChatGenie's AI-powered multi-agent framework is set to disrupt the local business process outsourcing (BPO) sector by transforming the role of customer service agents, allowing them to focus on more complex and strategic tasks.

In a statement, Ragde Falcis, ChatGenie chief executive officer and co-founder, said their framework utilizes advanced AI models, including OpenAI's GPT-4o and Meta's Llama 3.1, to automate routine customer service operations.

These include tasks like query identification, issue classification, message filtering, and response refinement. This shift enables BPOs to adopt a hybrid workforce model where AI handles a big portion of customer interactions, freeing human agents to address more complex issues and focus on building stronger customer relationships.

Falcis said they are not just automating processes but redefining the future of work in customer service.

“Our technology is accelerating the redundancy of traditional customer service roles, but this isn’t about job losses,” Falcis said.

“It’s about elevating agents to focus on their intellectual edge — tackling complex scenarios that require critical thinking and human empathy. In this way, we help businesses operate more efficiently while enabling employees to grow in their careers,” he added.

This AI technology comes at a crucial time for the Philippine BPO industry, a $38.7 billion sector employing over 1.3 million Filipinos. With the rapid advancement of AI, many companies are transitioning to hybrid models.

Falcos said ChatGenie aims to facilitate this transition by providing a seamless integration of AI into existing workflows.

ChatGenie, meanwhile, admitted to growing anxiety within the BPO workforce regarding job security in the face of AI.

Research indicates that 46 percent of BPO workers are concerned about their jobs becoming redundant in the next five years, with 29 percent fearing this could happen even sooner.

Addressing these concerns, Falcis explained, “Our multi-agent framework ensures that AI and human talent coexist in a mutually beneficial way. Human agents will no longer be stuck in monotonous roles. Instead, they’ll enhance their capabilities, becoming strategic contributors to customer success.”

ChatGenie emphasized its commitment to supporting a balanced human-AI workforce. The platform ensures accurate language support for Filipino, English, and local dialects, recognizing the importance of human empathy in delivering personalized customer experiences.

The platform seamlessly integrates with popular messaging tools such as Facebook Messenger, Instagram, and Meta's Business Messaging services. It leverages AI agents powered by large language models (LLMs) capable of performing complex tasks, making autonomous decisions, and adapting to various situations.

“AI is transforming customer engagement by handling routine tasks, but the future is a partnership between humans and technology,” Falcis concluded. “By implementing AI agents, we’re not replacing people — we’re empowering them to focus on more meaningful, complex interactions, elevating the entire BPO industry to new heights.”

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