AI primarily to affect jobs that local call centers no longer do – CCAP

The Contact Center Association of the Philippines (CCAP) expressed confidence that artificial intelligence will not have major impact on the country’s business process outsourcing (BPO) sector. CCAP president Jojo Uligan said AI will only affect basic services jobs that Philippine call centers are no longer doing, such as directory assistance. Uligan said that while some services could go, there will be new ones that the BPO industry would able to perform to assist a client with. Ultimately, he said, customers still want to talk to humans and not to machines. CCAP has about 100 member companies, comprising 85% to 87% of the local BPO industry.