Automation and AI: hype or hope for BPO firms?
Over 21 BPO leaders from prominent firms in Manila gathered for The Veda Dinner to discuss the threats and opportunities of AI and machine-learning to Indian and Filipino BPOs. The dinner was supported by KMC Savills, a leading global real estate service provider in the Philippines.
India and The Philippines have been the most sought-after outsourcing destinations for years, owing to its cost-effectiveness, skilled workforce, and grasp over the English language. But with the rise of automation and artificial intelligence, the implications on human resources has become a hot topic amongst BPO firms.
India, which is still the leading country for BPO, is set to lose 640,000 low-skilled jobs to automation by 2021 while the Philippines, which hosts the most call centers in the world, is predicted to lose about 45% of its 1.2 million employees.