MANILA, PHILIPPINES — The IT and Business Process Association of the Philippines (IBPAP) recently formed an AI Council to support the local Business Process Outsourcing (BPO) industry in leveraging artificial intelligence, especially generative AI.
IBPAP President Jack Madrid said AI can “revolutionize customer experience and boost productivity and efficiency.” Research shows full AI implementation could increase customer service productivity by 50%.
The council intends to partner with academia and industry to upgrade workforce skills in programming, data analytics, AI ethics, and more. This will empower professionals to take on higher-value roles as AI automates repetitive tasks.
The government also seeks to provide training to capitalize on digital opportunities. Partnerships between educational institutions, companies, and agencies are vital to equip people with specialized expertise.
While AI brings opportunities, BPO jobs may be threatened without adequate preparation. Upskilling can ensure workers can obtain quality jobs as new tech reshapes business services.
Earlier this year, Philippine Senator Imee Marcos urged the regulation of AI adoption to protect workers. However, IBPAP stressed that AI is an inevitable innovation wave requiring proactive planning, not just regulation.
“The industry envisions a landscape where GenAI propels the Philippines further to unprecedented heights of excellence, reinforcing our position as a global leader in the IT-BPM sector,” Madrid added.