Chile-based AI firm eyes Philippine BPO expansion
MANILA, PHILIPPINES — As artificial intelligence (AI) continues to reshape industries, fears of job displacement loom over the business process outsourcing (BPO) sector.
However, Arbolo, an AI-powered training software, seeks to complement rather than replace the workforce by empowering Filipino call center agents with advanced tools for skill enhancement and operational efficiency.
Arbolo serves as a virtual coach for agents, offering personalized feedback through AI-driven call simulations. By processing data from real customer interactions, the software identifies areas for improvement and tracks progress over time.
In an interview with Rappler, Arbolo CEO Martin Tan said, “We think of ourselves as the crucial first step in helping the Philippines transition to those types of technologies, to that future of work where our BPO workers become managers of AI agents.
How Arbolo’s AI simulations enhance call center skills
The software creates realistic roleplay scenarios based on historical call data provided by clients. These simulations mimic diverse customer personas — ranging from patient to irate callers — allowing agents to practice handling various situations. This innovation replaces traditional one-on-one roleplaying sessions with trainers, enabling multiple trainees to practice simultaneously and reducing training time by up to 80%.
“We diagnose the strengths and weaknesses of a call center agent and then provide solutions to enhance their skills or address gaps,” Tan explained.
The subscription-based tool, priced at $25 per agent monthly, also offers detailed performance tracking and personalized feedback summaries that companies can use for employee evaluations.
Philippines as a strategic hub for Arbolo’s growth
Founded in January 2024 with its innovation hub in Santiago, Chile, Arbolo is setting its sights on the Philippines as its corporate headquarters. Tan emphasized the strategic importance of establishing operations in the “call center capital of the world” to serve its target market better.
The IT and Business Process Association of the Philippines (IBAP) reports that 67% of member companies already use AI in some capacity. Despite concerns about automation, only 8% of these companies reported staff reductions, while 13% experienced workforce growth—a promising sign for AI integration in the sector.
Arbolo has received positive feedback from initial discussions with potential clients in Manila and is currently working on compliance certifications to launch operations formally.
With its innovative approach to training and skill development, Arbolo is poised to play a pivotal role in shaping the future of the Philippine BPO industry.
