IT-BPM's AI Council Shapes the Path for BPO Excellence

IT-BPM’s AI Council Shapes the Path for BPO Excellence

According to the IT and Business Process Association of the Philippines (IBPAP), the sector intends to use generative AI to increase worker productivity and efficiency, but it also recognizes the potential for severe disruption.

MANILA – The Philippines’ IT and Business Process Management industry has set up an AI Council to help upskill workers in generative AI

The AI Council, according to IBPAP, would work with industry associations like the Analytics and Artificial Intelligence Association of the Philippines (AAP) and learning institutions.

“Together, they aim to enhance the workforce’s skills in programming, data science, data analytics, and AI ethics, with the overarching goal to empower professionals with advanced capabilities, enabling them to take on higher-value tasks.”

– The Industry Group

IBPAP reported, citing research from MIT Sloan, that generative AI can increase contact center agents’ productivity by 14%.

IBPAP stated that it is committed to keeping the Philippine labor force and business process outsourcing (BPO) industry competitive in the face of the opportunities and difficulties posed by an AI-driven future. This includes appropriately utilizing AI’s potential.

A LinkedIn survey revealed that over half of Filipinos are already using AI in their regular work, indicating that the country’s perceptions towards AI are evolving.

In order to reduce their workloads, 78 percent of Filipino workers said they would assign as much work as feasible to AI, according to a previous Microsoft study.