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Manila Bulletin devider Philippines devider National devider Is it possible for AI to take over the roles of BPO employees?

Is it possible for AI to take over the roles of BPO employees?

Published Apr 15, 2024 01:01 am

Without a doubt, the Philippines has become a global leader in the business process outsourcing (BPO) sector.

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But with artificial intelligence (AI) becoming more and more prevalent, many are worried that it will eventually replace BPO workers, especially in the customer service and billing departments.

In this era, Department of Information and Communications Technology (DICT) Secretary Ivan John Uy cited the importance of training in the field of AI.

“That is why we need to train our people now to the higher value or higher level, what AI can do, the people who used to do those jobs should now be trained into the higher level,” Uy explained in an interview with PTV’s “In Person” segment on April 12.

“Understanding, let's say, how to use AI to do analytics, predictions, more creative work and utilize that technology, and leverage that technology,” he said.

He then noted that those who might worry about AI are individuals who are resistant to improvement and training.

“Dapat kabahan 'yong mga taong ayaw nang mag improve at ayaw nang matuto (People who don't want to improve and don't want to learn should be worried),” he said.

“There are so much more down there that we cannot even imagine today what the changes will be in terms of the digital landscape with AI,” he added.

Meanwhile, former BPO manager Elvin Cano highlighted the significant potential of AI technology in the BPO industry.

“While there may be concerns about tasks being replaced by AI, there is also immense potential for collaboration between humans and AI to achieve even greater outcomes,” Cano said.

“By harnessing the power of AI and incorporating it into our workflows and educational curricula, we can better prepare ourselves for the future job market and ensure that we remain valuable contributors in a digitally-driven world,” he added.

Cano, who currently works as a freelance Virtual Assistant (VA), emphasized the rapid pace of technological evolution.

He noted the importance of embracing "changes" to remain competitive and relevant in the modern world.

“By leveraging AI responsibly and effectively, we can unlock new opportunities for growth, productivity, and creativity while also addressing challenges and shaping a brighter future for all,” Cano said.

‘Jobs will not be replaced by AI’

Uy described AI as a “game changer” and “disruptive” technology.

But then, “jobs will not be replaced by AI, the workers will not be replaced by AI, the workers will be replaced by other workers who know how to use AI,” he said.

That is why he emphasized the importance of utilizing this technology in a good way.

“So it's important to train our people on how to utilize AI,” he said.

“That’s one of the objectives of what we are doing now, we’re educating the right segments of the population in terms of handling AI,” he added.

He also stressed the potential role of AI technology in all kinds of industries.

“It will definitely change the landscape of many industries, and we have no choice, we really have to be ready for it,” he said.

RELATED STORY:

https://mb.com.ph/2024/3/31/cyber-attacks-getting-more-vicious-report

Related Tags

Department of Information and Communications Technology BPO Artificial Intelligence (AI) Secretary Ivan John Uy
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