Information Technology and Business Process Association of the Philippines (IBPAP) chairman Lito Tayag acknowledged that innovations using artificial intelligence (AI) is a challenge to the industry as automation may wipe out lower-end jobs. Tayag underscored that they are now working to provide workers, who may be affected, with new skill sets by working closely with industry academe and the government. He explained that BPO workers should be familiar and develop more skills with cloud, analytics, and mobile applications. Besides developments in AI and automation, Tayag said the industry is also closely watching the regulatory impact of US president Donald Trump’s protectionist policies.
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