This chapter examines how emerging AI technologies are reshaping the Business Process Outsourcing sector in the Philippines, which is a vital contributor to the national economy. While highlighting the industry's growth and job creation, it raises important concerns about job displacement and the future roles of human agents in a rapidly evolving landscape.
Call centers in the Philippines, the world’s second-biggest outsourcing center after India, are embracing artificial intelligence - and it’s radically changing what it looks and sounds like to work there.
On today's Big Take Asia Podcast, host Rebecca Choong Wilkins demos the Sanas AI app and talks to Bloomberg's Saritha Rai about the industry's rapid transition and what it might mean for workers around the world.
Read more: The World's Call Center Capital Is Gripped by AI Fever — and Fear
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