To counter the growing use of artificial intelligence and automation in the business process outsourcing (BPO) industry, workers are now upgrading their skills to improve their competencies. Jay Santisteban, operations director of the Contact Center Association of the Philippines, disclosed that call center agents are currently being trained for higher-paying jobs that require critical thinking and complex decision-making. He added that Filipinos are also in a “very good spot” with BPO clients because of their ability to learn and adapt quickly to new situations. Santisteban admitted that repetitive jobs can be handled by artificial intelligence and is expected to reduce human tasks. However, middle- and high-skill jobs that require experience are also seen to grow.
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