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Nov 7, 2017 @ 23:16

PH adopting AI technology to keep its lofty status as IT, BPO hub


MANILA — The Philippines’ Information Technology and Business Process Management (IT-BPM) industry is readying investments on artificial intelligence (AI) to seize opportunities from digital technology.

Contact Center Association of the Philippines (CCAP) President Jojo Uligan cited the strong clamor from the industry and their clients to bring AI into their businesses.

“What happens to us is our clients shifted and adopted this new technology,” he said.

He added that some companies were offering the AI to their clients as upgraded services since it could improve customer experience, faster response time, and increase productivity.

“Where everyone is shifting the way they do business, all these digital transformation, digital journey of clients, it is very important for us to be ready. When the customers wanted it, we can do it,” the CCAP official stressed.

But since companies will be heavily investing in AI, it is expected that it will initially slow down firms’ profitability.

“Our profitability will definitely go down before it goes up because we will be investing on technology, on people,” Uligan said.

He added that the ITBPM industry, particularly the contact center segment, is pushing for initiatives in re-tooling, re-skilling, and re-educating its talents as the industry moves into AI.

Uligan said that with AI, those transactional and repetitive type of work would be automated; hence, the need to upgrade the skills of talents who are doing those jobs.

“Those people, it will also be the first priority for us in terms of that re-tooling, re-skilling, re-educating them in terms of technology,” Uligan said. (PNA)

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