IT Services in the Philippines should not be afraid of the growing popularity of artificial intelligence (AI). They should utilize it and use it to their advantage.
AI helps build a better society
The founder of Kaizen, S. Aneja, advised during the recent ADB Forum that AI should be seen as something that can create a better society. Things are only unclear for now because people don’t understand yet this new technology.
The IT expert mentioned in his talk that we are approaching the new industrial revolution where different technologies that exist simultaneously are now easy to access, more affordable and more likely to affect our lives.
AI generates jobs
According to Aneja, the new technology, if used wisely, could offer new jobs to Filipinos, but if seen as a threat and ignored, AI could take over that could lead to a significant loss of jobs.
AI may be likened to a digital Frankenstein at the moment, owing it to the fact that the role it plays in the industry has not yet been fully defined. It’s no surprise that people see it as a threat. Aneja, however, clarified that the use of AI is not to replace human capabilities but to increase and enhance its potentials.
In the long run, the amount of replacement may eventually be so small it won’t make much of an impact anymore, at least, in BPOs and contact centers. What remains certain though is that AI will result to better quality service, lower budget costs, and competent staff working hand-in-hand with AI.
Humans are still valuable at work
It is proven that AI is fully capable of converting man power to a more efficient task-solving provider. When this comes, human resources can branch out to customer service handling and innovative solution findings relevant in this digital age. Soon there will be a rising need for BPO employees and managed IT services in the Philippines as new technology continues to stir curiosity and generate new interests among people who are likely the same people to purchase such devices.
As consumer behavior leans toward an increasing demand for new devices, the need for BPO employees in the Philippines will grow as well given that technology will turn cheaper by then, said Aneja. Though the vast majority is unaware of what AI technology could bring to the BPO industry, BPO employees will have to cope with the evolution of the AI technology. It’s imperative for the staff to adapt to changes and take a creative approach in handling customer service concerns instead of robotically answer a question which is what we’re so used to doing because if IT companies and BPO industries are to rise to the challenge of the digital age, then embracing and understanding the inevitable is a must.