Despite the challenges, the Philippines leads the world in AI adoption, with 86% of white-collar workers using AI to boost productivity, efficiency, and creativity. Two-thirds of BPO companies in the country are already using or piloting AI. However, the benefits of AI are seen to disproportionately favor companies over workers, with increased productivity not leading to wage improvements. The BPO industry sees AI as a tool to intensify work pace and cut costs, rather than replacing people.
Key takeaways:
- Advanced AI tools are making work more demanding for BPO workers in the Philippines, with increased targets and fears of layoffs due to automation.
- AI programs monitor and grade call center workers' performance, increasing their call volume and putting pressure on them to avoid errors or deviations from scripts.
- While AI is leading to job losses, with an estimated 300,000 Filipinos potentially out of work due to AI in the next five years, it could also create 100,000 new jobs in areas like data curation.
- Despite the challenges, some see potential benefits in AI, arguing that it can increase productivity and efficiency, and shift resources towards training and upskilling employees for roles that AI cannot easily automate.