Derek Gallimore recently made a piece in the Philstar news site, dispelling the fear over the adoption of AI in call centers. Stating that it will not doom the outsourcing center.
Outsourcing will not see a slowdown, he said, but will face a brighter future and stronger growth potential than ever. AIs might handle the more mundane parts of the call center job, but the ones that require critical thinking and interpersonal care will still be in need of actual people.
“People may not realize it, but this isn’t the first time that the Philippine labor market faced a formidable rival intelligence and prevailed,” Gallimore said.