Telus PH VP believes AI enhances BPO workers

MANILA, PHILIPPINES — Artificial intelligence (AI) technologies are being used to augment and empower BPO workers, not replace them, according to Anne Muñoz, Telus International Philippines Country Vice President.

In an interview with ANC’s Market Edge, Muñoz explained that AI helps team leaders by automating administrative tasks so they can better coach employees. AI also assists agents in real time when solving customer problems, enabling them to focus on building connections.

According to Muñoz, key metrics that have improved due to AI adoption include speech proficiency, providing more consistent customer experiences, faster learning curves for employees, and higher productivity for both Telus International and its clients.

When asked about the skills needed to innovate with AI, Muñoz said Telus International values hiring for the right values and character and then developing the necessary skills internally through training programs. She looks for adaptable team members with a growth mindset who can adjust to technological changes.

Muñoz could not confirm exact employee numbers due to Telus International being a publicly traded company, but stated they employ between 25,000-30,000 team members in the Philippines and continue to grow.

While parent company Telus International recently announced global job cuts, Muñoz emphasized focusing on enhancing growth in the Philippines by developing employees to be ready for the future.