While much of the world debates the future implications of artificial intelligence, workers in the Philippine BPO industry are already living that reality. The same economic logic that drove global corporations to outsource back-office and customer service roles to the Philippines, primarily the relentless pursuit of lower labour costs, is now beginning to displace some of those very roles in favour of automated systems.
According to a Bloomberg investigation, all major players in the Philippines' outsourcing sector are rushing to deploy AI tools to remain competitive and protect their business models as the industry forecasts revenues exceeding $38 billion in 2024.
