South African call centers wary of AI integration
CAPE TOWN, SOUTH AFRICA — Contact center professionals in South Africa express growing concerns about the potential impact of generative artificial intelligence (AI) as the technology becomes more integrated into global operations.
The rising prominence of generative AI, which can automate many tasks within the Business Process Outsourcing (BPO) sector, is “sparking anxiety among call center workers all around the world,” according to Flux Trends researcher Faeeza Khan.
She highlighted the Philippines, a leading BPO hub with 1.6 million employees, as they navigate the challenges posed by AI.
Yet, Khan believes AI’s primary role will be to enhance, rather than replace, human jobs by managing repetitive tasks and elevating operational efficiency.
A McKinsey report suggests that while generative AI could handle 60%-70% of tasks globally, South Africa’s BPO industry might still create up to 775,000 jobs by 2030.
Laurent Leclercq, CTO of BPO solutions provider Merchants, emphasized the technology’s potential value and its challenge to specific job roles. He stressed that AI cannot fully mimic human emotional intelligence, reiterating the indispensable role of human agents.
Similarly, Mithum Singh, Managing Director of customer management services provider CCI South Africa, sees AI integration paving the way for versatile roles, particularly those skilled in ICT.
Singh believes that AI will not eliminate jobs but instead empower workers to manage intricate tasks more effectively, underscoring the significance of human interaction.
