I work at a BPO here in the Philippines. We were a 24 hour operation. Now 16 hours. Overnight (morning schedule here in Manila) operations are now handled by AI both chat and voice roles. We got downsized. Thankfully I still have a job. But it got a lot of us thinking and reevaluating our careers and finances. The only way to combat AI in BPO is to have the employees be much more cheaper than the AI program licenses these tech companies charges, but that would just trigger another set of challenges to the employees. And tech companies can always just have their license be cheaper because they can handle the loss initially. Let's not be scared, and be in denial. Let's just be prepared and upskill.
The first thing the Philippines has to solve is the high electricity and fuel cost to be able to attract high value manufacturing. Because our politician are only focused about their own welfare and votes this will be very hard to do. Also people who vote for them because they are given ayuda which comes from tax payers are literally selling out their future.
Till the day can the govt offer businesses some guarantees like no/low corruption and beauracracy along with tax incentives, I highly doubt Philippines can thrive... They have the human resources but not the incentives and discipline to attract corporations over....
it’s female-run, a government just follows what the people believe. Unless you make company tax lower, as close to zero as possible and low personal tax at the high level you will never attract actual successful businesses to do anything but setup call centres then keep the ownership remotely, which they will switch when costs are lower elsewhere.
I work in BPO/BPM in the Philippines developing solutions and tools using Gen AI to improve efficiency and productivity. AI will not displace work but it will improve and create new work. So the solution would be to continue to upskill, to reinvent, to stay relevant which I think is just part of the natural process.
@@aymhapi Perhaps you are right, but I don't think history or even common sense will support that claim. Shareholders and CEOs generally only care about the bottom line. Continuing automation will result in job losses and the corporations seldom give back to communities. That said, the Philippine culture, due to Catholicism, is quite different from today's American culture of selfishness.
that's what the management says. lucky for you if you have a high skill job that the AI somehow still cant do right now. but for people who are in the low tier of work like basic customer service, they're soon gonna be replaced and unfortunately, not all of them are gonna be able to catch up with the market.
I was just calling At&T and I know it’s AI and couldn’t solve my problem. I was frustrated and annoyed! I had to ask for a customer service agent. Finally had a chance to talk to a real person and solve my problem.
That's fine but think in how many cases ai will solve customer issues. You can be also sure that ai will have access to data when human help to solve issue and will learn from that
A lot of this AI hype has to do with acquiring new investment and propping their stock price. I went along with this hype and got an early subscription. But just like you, the expectation didn't match reality. I unsubscribed to ChatGPT because I don't need it anymore. I mean it has its uses, but my time was being wasted correcting AI mistakes instead of focusing on the bigger stuff. It will get there eventually just like nuclear fusion will. Now that's a hype that's been ongoing for 20 years. Maybe AI will get there sooner, who knows?
The AI you talked to is probably using five year old technology. What's out now is already 100 times better. In a couple of years it will be 1,000 times better.
Relying on low cost labor should only be a stop-gap measure, otherwise Philippines will never become a high income country. The country should aim to develop services & industries with high paying jobs... just like Singapore, Hong Kong, South Korea . Neighboring ASEAN countries are all moving in that direction .. developing manufacturing industries & services that's creeping up the value chain
@ that's just one of the many factors, including corruption, lack of skilled workers, lack of other infrastructures, such as road, bridges, freight trains... How can Philippibe attract new FDI when it couldn't keep existing ones from leaving (ex Intel, Honda, Hanjin, Fiord, Nissan, Isuzu, SMT, Sport City, etc)
AI and automation with displace labor at all levels, not just BPO. It is taking over the legal, Finance, and medical industries. Highly skilled labor forces are being displaced nearly as fast as call centers. The future is going to be very exciting.
@@leopoldoesquibeljr428 Automation has been displacing jobs since the beginning of time. People get downsized for many reasons. If you trade your time for $$, you must continue to add value to your employer, this will never change. You can chose not to like it, but this is the real world. Life is hard and life is not fair. AI is also a creates new opportunities to be in control of your own livelihood.
High electricity cost is just one thing. PH needs supply chain infrastructure to get things from the factory to the rest of the world. We don't even have adequate roads to quickly get from the factory to the port (not to mention the traffic). And the ports? What ports? Port of Manila? Then there's all of the govt corruption and hoops that you have to go through. Then unionization negates the whole "labor is cheap" argument. Add it all up and why would anyone, foreign or local, want to invest in manufacturing in the Phils. That's why BPO is the only industry to gain traction. Less hoops and barriers to go through.
A few years ago, companies from China approached the Philippine government to build out the transportation infrastructure in the Philippines. The government declined the offer. I suspect a Western country pressured the Philippine government against the Chinese effort to invest in the Philippines. Too bad for the Philippines.
The LG scenario you mentioned exemplifies Tier 0 or 1 support, which chatbots can easily replace. However, according to AI, Tier 3 or 4 support, which involves specialists, engineers, or developers, is much harder for AI to disrupt. These highest levels of support address complex issues that previous tiers couldn't resolve, such as bugs, system errors, or highly specialized inquiries. Additionally, customer inquiries that require external or third-party support, like interactions with manufacturers or suppliers, often fall beyond the expertise of the internal team. Thus, BPO jobs in the Philippines may experience only minimal disruption. // 🙏🏻 //
you have to remember that a large majority of the BPO jobs in the Philippines are Tier 0 or 1.. only a very small percentage of BPO workers in the Philippines fall into the Tier 3 or 4 support
Excellent analysis Mergim. I work in the legal industry and even that will be impacted tremendously. Instead of dismissing AI, we must undesrstand it and adapt accordingly. As the saying goes, if you don’t innovate, you’re dead.
As someone who runs several BPO accounts here it’s obvious that AI will replace a small % of jobs but it will not be able to replace man power completely. Most BPO’s are incorporating AI tools into their own processes to enhance efficiency and productivity for clients.
@ farther off than you guys think! Not too mention it depends on your skill set. Governments (countries) cannot afford for manpower to be replaced completely!
You are sadly mistaken if you think thats a reality. Perhaps you have some emotional attachment to the Ph, or the typical white savior complex but trust an believe you wont be able to save these people. In fact, youll be lucky to save yourself
As Elon Musk said, Mass layoffs will be in the near future. Humanoids 🤖 🤖 will take over and people who have no absolute skill will not likely be a candidate for hire.
I did point that out two years ago in one of the forums. AI and technology in general will replace fickle-minded error prone human beings in the near future, and quiet easily most of BPO jobs. I work with robots, and I can see the precision and efficiency that these machines deliver compared to human beings. The sad thing for the Philippines is that the government is quiet unprepared for these sudden loss of jobs, they're busy politicking instead.
@@dgreatguru7517yes. If the AI has been developed specific for BPO it can answer those qusstions more accurately Even now with Chatgpt it can already give some answers but needs to be improved
who says "i work with robots" ever? don't you have friends? I bet you're just so excited for the world to end because you dont have anybody or some form of social life.
@markuku2991 He meant he operates robots or they have robotics in their company. Also i think AI should be categorized robots as well You sounded like a freak 😅
Ai for people who dont know is expensive if you use it commercially and it needs frequent updates and thats also expensive, Elon musk already said it in JRE interview. it is not viable, you will spend more in the long run for research and development. Just like robots in early 2000's they said it will replace alot of jobs. It did not happen.
@@AcmeRocket Exactly trillions of USD! BPO in PH operates IT and Finance BPO, and that operation changes costantly, therefore you need to fund a specific function/updates for that changes. Big tech companies's research and development is not one size fits all. you really gonna spend trillions while all BPO operation in Ph is only 35b a year, think about it.
In my industry (online marketing and publishing), it has already replaced a lot of workers and Virtual Assistants. Graphic designers are obsolete. You guys better wiseup and learn, instead of being PAATRAS, fighting for the kalesa when the car has been invented and will continue to evolve! Thats the way to stay ahead of AI. Master it! As a former call center agent years ago? I can guarantee that AI can do your job. I'v tested it, just like he did. For QA work? AI can screen the calls- a ton of them, nonstop! And the human will just double check the flagged calls. That supervisor of AI that dont get fired? You want it to be you! The one employee that understands AI, will be the last man standing!
Can you imagine how the adoption and development of AI will impact call centers, especially those in the Philippines? If you think losing BPOs was bad, imagine how many Filipinos would lose their livelihoods if the majority of call centers were to shut down.
Why worry about it ? Filipinos will find a way to navigate the rough seas of life to extricate from all the quagmire in life. It's Filipinos resiliency to rise above all while others quiver for a little snazzy.
Megrim, AI has been deployed already with Globe (among other businesses) and having used that several times, let me assure you how frustrating the experience was on an issue that is seems simple to me (heck to any human being) but the AI failed spectacularly. in the succeeding Globe interactions, I went straight to looking for an Agent aka real Human being. and this is me who is Techie and always keen on new technologies. also this AI is just a fancier version of the typical IVR workflow that's been rolled out 20+ years ago-- which still resulted in customer frustration and tricks to bypass the IVR workflow to get to a human being on the other end of the call. you vloggers keep fretting about AI taking over the world, yet when this is used in day to day, real world scenarios, it's still fails frustratingly and we still end up talking to a Human Agent, it just takes way longer because we have to go through the idiot AI first 🤦
Mergrim wasn't able to provide thorough research and seems more focused on attracting clicks than offering a well-informed perspective. There are no credible sources or expert insights, particularly from the finance or BPO sectors, to support the claims. Without proper backing, it's hard to take this post seriously.
What the heck din!! Your example is 20ish yers AGO... Wake up its 2025 the pandemic is already done. Main goal of a business is to profit.!! I hope the Philippine economy will collapse because of this.. POGO is gone BPO later will follow Food crisis is looming And all of the politician is bussy for the next election already... Can't wait 😂😂😂
When are millions or even billions in corporate & shareholder profits ever going to be enough for these people? Who will be left to purchase services or products from these mega corporations if the majority of people today can barely afford just to keep a roof over their heads or food in their stomachs? Especially those who have experienced joblessness? Unprecedented greed has become a serious mental disorder in our society today. These kinds of people definitely don't deserve to be held on a pedestal.
AI has also threatened millions of high paying service job sector in the USA. This was a topic of heavy discussion we had while in MBA school. The West (Europe, North America) will lose millions, yes, millions of jobs every year.
@@dgreatguru7517 If the west is losing millions of high skill jobs per year that means their economy is collapsing. Who would be the Filipino's customers? No company would have a need to hire them if they are DOWNSIZING.
Great job Mergim. Im from LG technical suppport and that is exactly what we tell our customers for an IE error code. I can only imagine visual troubleshooting like on a gaming account where you'd do troubleshooting for bugs which AI would be unable to handle.
Gemini 2.0 on Google Ai labs can do that. Since its multi modal it understands what it sees on the camera, change the camera to share screen and it could do that. You can even see it on youtube right now someone made a video having AI being shown a screen as it guides the person as he shares the screen to AI.. unsure about mouse controlling tho its not there yet but give it 2-3 years its just a bunch of binary and lines of code they could add. They say the future of AI are called agents. These are specialized AI. so if its an agent for technical trouble shooting i believe its natural for them to be able to do that.
Very nice topic Mergim! yes I do agree with this. I am working in the IT industry and part of it I have done in BPO's and call centers. but this not anytime soon at the moment. As you noticed as well that AI went into loops answering simple questions, but bottom line still is AI is and will improve and soon can take on the job. But this is notjust a BPO concern, all industries will be affected. You can now make a full movie using AI. I bet this video was in someway or another AI had something to do with.
My wife works in a BPO industry who manages an insurance company from the US. She often gets a call from a client by asking first if they are talking to a human and not a chatbot AI and if they were assured that it is a real person they will proceed with the conversation unless they will hang up.
Just the kind of mindset that gets us left behind in tech. AI is being deployed across multiple industries as we speak. The US company I worked for already let go of 40% of support employees and opted for AI. It doesn't matter if a customer wish to speak to a human or not, AI will be deployed by companies to save money be retaining only important positions in the company - like humans to support and manage AI!
WOW...THAT IS INCREDIBLE HOW FAST AND CLEARLY THE DATA IS RETRIEVED. SO SAD FOR HARD WORKERS THAT HAVE TO THINK ABOUT THIS. I HOPE THERE IS ANOTHER ANGLE FOR THEM IF THIS ISSUE GETS BIGGER. IN MY OPINION, NOTHING COMPARES TO SPEAKING TO A PERSON BECAUSE THE QUESTIONS SOMETIME REQUIRE MORE EXPLANATION THEREFORE MAYBE THIS WILL BE TO LIMITED INDUSTRIES.
I work for a multinational company with sales offices here in the Philippines and I have to say our jobs are under attack by AI. Slowly but surely, all sales are being done online. Our main function has been limited to creating quotes. Pretty soon, quote creation will be automated as well. When that happens, we'll be let go.
You are usually 100% spot-on, but I'm going to have to disagree with you on this. Not long ago, they were saying the exact same thing about Robotic Process Automation (RPA), but RPA didn't replace human workers entirely. Folks didn't lose their jobs en masse. So this new technology will merely change the types of jobs that will be assigned to BPO employees. People will be upskilled and roles will change. But you are correct about a lot of basic troubleshooting tasks being automated. Yes, that's already happening. But in general, people have way too much faith in this particular technology. In reality, it's just another type of machine learning algorithm.
The Ayalas already had the steps prepared and going on the transition of BPO Industry to a now secret alternative coming from the only woman in the Ayala siblings,chat GPT could easily be corrupt on a tip of a finger unlike the human resources.
Ayalas are corrupt RACIST white people pretending to be Filipinos. For centuries, they have failed to assimilate with REAL Filipinos. The Ayalas have first dibs on every foreigners coming in as a "partner" by law. Making them forever rich.
What do you mean? If you are referring to Mariana Zobel de Ayala she is doing a great job in carrying out the Ayala Tradition. She is using tech to drive growth to their conglomerate.
@ she was interviewed by ANC news on the future of BPO in the Philippines a year ago and most of the buildings in Makati for rent are occupied by BPO industry and they want to make sure that the renter would still be in business once the industry be replaced by AI in the future
As a software engineer that uses AI heavily on the job. What I can say is that it really cannot replace a human completely but simply enhance it in such a way that it takes less humans to do something. For example, I have a bunch of simple but tedious tasks, or I need a simple program. It would take me maybe a couple of days to complete, but since my time is better spent elsewhere, I'll just get a junior developer to do it - they get to be productive and be trained which may take a week or 2 to complete. But with AI, its not as tedious anymore, I can get the AI to do it, and its good enough. The junior developer to get hired must demonstrate even higher competencies (with AI) to get the job.
It's time for the Philippines to train would-be call center agents to speak Spanish so that if they don't like night-shift jobs but want to work as Spanish-language bilingual agents or virtual assistants, they could migrate to Spain and Latin American countries without language barriers.
I'd much rather deal with a Filipino call centre (as a customer) but I can't imagine having to deal with the BS paperwork, red tape etc if trying to operate a BPO in the Philippines...
LAND TO TILT AND TO BE CULTIVATED IS THE MOST IMPORTANT THING IN OUR LIFETIME NOW AND THE FUTURE BECAUSE AFTER ALL OF THIS TECHNOLOGIES PEOPLE WOULD STILL BE LOOKING FOR FOOD AT THE OF THE DAY AND THE SOURCE MAY NOT BE SUSTAINABLE IN THE FUTURE SO TROPICAL COUNTRIES ARE LUCKY ENOUGH TO BE ABLE TO GROW EVERYTHING ON LAND.
yes, only if the government support our farmers and that people would be diligent enough to cultivate their land instead of going to Manila to look for minimum wage job.
@ Tama at napaguusapan naman yang mga tungkol sa Agrarian matters and let me add na kailangan na talaga ng gobyerno nag level mag invest sa matibay na green house para kahit may malakas na bagyo eh sigurado pa rin ang ani,that is just my opinion and idea.
@@Blackhole-bh5yc a lot more than humans - infinite patience and instant recall of the companies knowledge bases. Coupled with the highest level of reasoning and problem solving. This will be in sharp contrast to the crazy nonsense of speaking to call center agents who are usually clueless to answer questions beyond a script. We've all been there - try calling the helpdesk of Globe.
Job losses in 2 months, did you say? Two years? Not even.. I've been using ChatGPT for a while now and, although it is a game changer, it would still be cheaper to pay a Filipino call center agent than to pay the LICENSE on a ChatGPT Enterprise or Pro agent/account. Pricing will be dependent on the organization (number of seats, etc). In fact, generative AI may even encourage US-based call center operators to offshore to the Philippines. Sorry, but doom on the Philippine call center industry is a longs way off 🙌😁
Not to mention, clients will always be more comfortable and valued talking (and even berating) with an actual human than a bot. Nothing will break the back of an already pssed off customer than a lifeless, unempathetic voice of an AI.
Your audio is fantastic! Outside, on a busy street, still sounds great. Is there a lot of "sweeting" done in post-production or is the mic pulling most of the weight? Didn't see the mic in your gear rundown in the description. DJI2?
AI companies such as Soundhound will be the standard in lieu of the answering machines this will replace the call center. But comes with this new technology comes also lots of data, powerful or quantum computers etc. so ph will need to upgrade in different areas. Thus growing in other areas which pH has a lot of. Our difference will be our proficiency in English will always be our edge.
Totally agree. Filipinos are so skilled that they can easily adapt. Both government and private companies have foreseen that issue and have started investing in other areas like data processing and storing. Google have one of its biggest data storage facility in the Philippines. Schools will soon offer data technicians and engineers in their curriculum.
As an RN that has been traveling,working, managing and contracting BPO’s in PHL, India and So.America. I feel that you spot on with this analysis prediction. Many of the clients I work with are now working more with AI, IVR’s and internal staff to create workflows that bypass the customer service process that was always outsourced.
The Philippine economy and its people are resilient and can adapt to any circumstances especially with the changes in the bpo industry!!! The BPO industry will still continue to grow in the country!!!
That is true. But have you ever considered the fact that the Philippines is dependent on high volumes of food and fuel imports? 6 million tons of wheat yearly along with 240,000 tons of animal feed. If and when climate change and soil degradation destroys the capacity of the northern hemispheres grain belts there will be hell to pay globally- massive famine. The US exports enough food to feed 900,000,000 outside of our borders- that's one of the primary reasons the US is still relevant. But it won't last forever. In fact, about 30 more years perhaps and the game is over.
AI will definitely replace some jobs in the BPO industry but 50% is a bit of an overestimation. Even before the rise of chatgpt, companies were already using bots to handle less important calls to lessen the wait time of customer especially during peak season, because believe or not, many BPO companies are understaffed. Also, many customers who takes the time to call customer service wants to talk to a real person. Especially those who are calling to resolve an issue. Those who are calling to inquire about something or have something processed are probably what AI will be a good use for. That said, the Philippine government is aware of this issue. They are already plans to shift the focus away from industries affected by AI.
We've been testing this sort of thing for a while now, unfortunately AI gets things wrong a lot of the time. We were using it to detect forest fires from cameras, but we have to have humans review the alerts because the AI often gives false positives. It will learn though, but it's not ready just yet, it will take a couple of years at least before we roll firetrucks based on AI decisions alone.
AI can actually REPLACE the jobs of lawyers and doctors and many more professions including teachers. But to say that it will specifically hit on BPO is not accurate. AI is not advanced enough to solve complex issues which many BPO agents come across with. For now, AI is more hype than it actually is. BPO jobs are safe for now. Also lawyers, doctors and teachers, for now. 😊
I don't even agree with you that AI can replace lawyers, doctors and teachers. Maybe a part of their job. Those jobs somehow need emotions. Can AI robots convince a panel of jury and look them in the eyes as he delivers an emotional speach? Can a robot convince a student to study hard because the teacher cares for their future?
@@JoeyZee-vs4kr laws are data. but court room and jury are not. Some laws can be interpreted in many ways. No machine can tell the "intent" of a persons' mind but that's the difference between murder and homicide. Between death penalty and prison in some countries. That's why lawyers with skills to communicate emotionally with the jury get paid a lot especially those who could prove murderers innocent.
Medicine is supposed to be purely data but data we have now is not complete or perfect. Some medicines formulated 20 years ago are discovered now that have wrong data. As science evolve, so does medicine. Human body has an incredible self healing power science cannot explain yet. And it is scientifically proven that human interaction helps in human healing. It is medical procedure babies when born must have skin to skin contact with its mother. No machine could detect or explain a mother to child bond
AI is capable to learn. If they gather data from BPOs and feed to AI it can do the job. Imagine feeding millions of call recordings, almpst all scenarios will be captured
A middle class was created which drove expansion of retail economy. My in laws have moved off low level call support. It is all about moving up value chain. More IT , engineering and advanced services
While AI has made remarkable strides in automating various aspects of customer service, the complete replacement of call centers is unlikely in the near future. Here's why: Human Connection and Empathy: Many customers value a personal touch, especially when dealing with complex or emotional issues.
AI can often be boring and may not answer specific questions effectively. It cannot replace human intelligence or communication skills. For instance, when calling banks about issues like internet problems, bills or stolen cards, correct responses are often lacking. AI relies on pre-programmed information and typically defaults to saying it doesn't have an answer in unexpected situations. Repeating the same question yields the same response in a loop. Your video example seems carefully crafted but doesn't accurately reflect reality.
Exactly. Creator asked "Amanda" a question that can be found in the internet. A question that any human that can read a manual will find an answer. LG posted in the internet its manual so "Amanda" read the manual for him. If LG didn't put any information on the internet, "Amanda" would have answered another brand's manual that may or may not be applicable. The point is AI gathers information from the internet and search the best solution to a problem. It can't input on its own or even edit.
Worked in tech for 20+ years with the first few years in call center industry. No company will release full blown AI just like we never released full blown automation. Large Refund or payment approvals was never trusted to logical automation even though we have replicated the same exact same steps the human made. Incentivizing a rejection is something that we cannot factor in because machines do not recognize bonus incentives attached to rejecting or denying payments.
Good point. And lots of things machine cannot recognize like humans do. It may eventually happen, but by then humans may have invented ships that could travel faster than light.
Philippines needs to diversify its economy more like strengthening manufacture or oil industry by building more oil rigs west of Palawan. DRILL! BABY! DRILL!
We have a huge mine of oil and gass in red bank at west philippine sea that can help our economy, sadly china harashing us there, sending giant coastguard ship and Navy to block us there.
If your idea of BPO is the usual call centers and customer service then I see how one could be so pessimistic but that is just a part of BPO. The BPO industry is probably be the one that will transform the fastest because of emergent technologies. Currently chatgpt is still not capable of fully replacing a human equivalent no matter how much prompt engineering you do. Most people, especially the older ones are not yet comfortable with interacting with ai, especially that ai behavior is still very discernable compared to human counterpart. But a human + ai team, right now has great advantage
Times change old people die first. AI only has to replace 50% of the workers for the BPO industry in the Philippines to lose 15 billion dollars. It doesn't have to replace everyone to jack up the economy. It just has to slow growth and stagnate or reduce the earnings for the industry and country to be in serious trouble. What could a person do better than an AI? Learn the troubleshooting script better? Once the AI is programed not only with customer service script but initial engineering documentation, it will be the authority. Speed, accuracy, even updates, plug the AI into the IRS website and it scans 24 hours a day for updates...
@@fanglethorpe Old people or animals mostly die first since living things live on Earth. That has not changed. AI may replace 50% of low skilled worker in the Philippines but will have 50% or more new higher skilled jobs in BPO or other related industries. You don't need an AI to troubleshoot a washing machine if you know how to read a manual. What is AI right now? It is a chess player robot. It gathers data from the internet and presents the best solution the internet provided. It can't invent. You think "Amanda " knows the solution if LG didn't posted in the internet their manual?
saying lovw level jobs but they call callcenters for just fixing the washing machine, for very simple issues they call instead of reading the manual...AI could not replace human touch, empathy, etc...
@@deniceapalisok4329 Yeah it can and it will, the same thing happened to people in the US they used to have call center jobs. We said they will never accept foreign accents. It doesn't matter, they will replace you if the oligarchs will make more money!
Nice demo of ChatGPT's Advanced Voice mode. Most people have no idea how far AI has come in just the last two years. ChatGPT can also translate in realtime between more than 100 languages.
🤣..Dude is Alarmist... Even if BPO is affected, just look at Taiwan, South Korea, Japan...All are AGING population.. They are actually opening up their Labor Market to Filipino migrant workers....
I was impressed by ai at first but the more I use it, the more I realize that it is not as reliable. Ai will probably only replace things that can be handled by automation, but most complex task will still need human interaction.
AI is not taking over call centers and BPO. People want to speak to humans when they have issues. However, AI will help employees to work more efficiently. This could lead to one of two outcomes - (1) Companies will adopt better customer experience protocols and make it easier to get help which should help employment to stay on par, (2) Companies will use the efficiency to reduce headcount.
Older people want to talk to humans, younger people don't care, and which group is going to last longer. Don't bet on things staying the same forever, that's foolish
@@fanglethorpe I am young and I do care. I skip right through every step until I get to a human. I can use Google and solve the problem myself if I wanted to talk to an AI...I expect to speak or chat with a human when I have a problem and reach out to a company.
I'm favoured, Getting my own Truck has always been my Dream for my business. I just acquired 2 recently, earning $32K weekly has been really helpful. I can now give back to the locals in my community and also support Charity Organizations.
It is the digital market. That's been the secret to this wealth transfer. A lot of folks in the US and abroad are getting so much from it, God has been good to my household Thank you Jesus.
Same here, I believe the Bitcoin ETFs approval will be life changing opportunity for us, with my current portfolio of $108,000 from my investments with my personal financial advisor i totally agree with you
YES!!! that's exactly her name (Mrs Elizabeth Regina Nelsen) so many people have recommended highly about her and I'm just starting with her from Brisbane Australia🇦🇺
Possible, it will take decade/s before an AI can be like a human to almost perfectly solve customers problems.. Many customers will prefer human interaction💡 Businesses are in high competitions..
AI implementation is not just about replacing "talking to agents" but more on fixing systematic issues that may lead a customer to make a call in the first place. And also there are procedures that AI can solve via app instead of having the customer make a call for customer support. That's the main concern for call center agents: Tech solutions where customers don't even have to contact customer support
You are correct when you said that there will be a decline in the expansion of the workforce because of AI, but the country will not lose the BPO Industry. At least not in the near future. The assistance that AI provides right now is only about self-service. We haven't decided yet if we are to give AI direct access to our personal information, account history and even apply any changes to the products/services that companies provide. Until then, the industry will stay as is.
The thing he forgets is that you need to prep the AI to be able help you on a specific question/problem. Its called 'prompt engineering' and not many people know how to do this especially for complex questions/problems. That's basically what he did on his first 3 statements to the AI before he asked for the error code. Also, this can be quickly done by just doing a google search without doing all that prep at the start. Also, the AI still 'hallucinates' sometimes and would give you an incorrect answer (mostly on current events, complex questions/problems, etc.). It won't totally replace BPO, but it would reduce it. Its like what automation or higher productivity does: lessen the effort so you can reduce/move people around which the AI answered at the latter part of the video. I don't think PH would lose the industry. It would decline, yes, but not to the point that it will go down to single digit percentage. He's right about the offices piece though. We're experiencing this now due to other factors(work from home, etc.).
Philippines bpo nowadays are not focus on calls or voice accounts new account are emerging like social media analytics, ecommerce, content moderation and even task related to AI it will take time before the country will feel the loss of jobs especially if the task and continues upskilling to support processes related to AI is the current trend in the Philippine workforce .
as a developers POV, it is designed as a tool, companies invest for their own AI but without proper prompt, it cannot generate proper responses yet. On the other hand, AI could be biased based on a context. Moreover, Generative AI is just a lazy way to research manually, automate repetitive tasks, but surely cant replace a skilled thinking person. It cant generate a response without a context (prompt). Nowadays, where different AI are popping out, people must learn the pros and cons, surely the thought of it replacing the BPO workers is overwhelming, but business is business, a company will always choose where it could profit more. People must be educated about it.
Thank you very much for creating this comprehensive video on how AI will eventually replace call center agents in the Philippines. It’s fascinating-and a little frustrating-to see some people in disbelief about it in the comments section. Having dealt with countless customer service agents in the Philippines, I’ve noticed a recurring dilemma for them: many struggle to solve complex problems. If an issue falls outside their script/outside their protocols/not part of their spiels/not part of their scope, their brains completely shut down. Days turn into weeks waiting for solutions, simply because my concerns don’t align with their “protocol.” Unlike BPOs, AI can solve complex issues and will soon be able to think outside the box. I know that sooner or later, AI will replace their industry-or, even worse, completely wipe them out. Having interacted with them, many seem unwilling to believe they might lose their jobs in a few years because they are not malleable and are resistant to learning new skills. Unfortunately, their attitude and complacency have become significant barriers to their growth.
I agree in some of the things you said (about BPO industries downsizing in the near future). Especially now that many companies would prefer freelance virtual assistants to cut costs. I used to work in a BPO company but now I work as a freelance Healthcare Virtual Assistant and we use AI to make our tasks easier. But AI alone isn't gonna work. Since we are in the healthcare field, it is very important that complex information are being handled and analyzed by real Human Intelligence.
If technology was replacing humans because of advancement, it can be acceptable because without that there can be no progress. No one can demand the job of a typist be saved when email came along. However, what has happened now is companies have eliminated call centre, and left the customers without service. It has become widespread in the last 10 years, where you don't get to speak to a human to find answers, you get a anonymous robot and wastes 10 minutes to understand you.
Totally agree. Just today, I was able to use AI for free in transcribing the voice over script of a video that I wanted to fix in just less than 2mins instead of hours. So now, in order to avoid being obsolete, we should embrace what AI could do, and capitalize on what AI still couldn't.
The BPOs have already shifted away from entry level contact centers as early as the 2010s, you only have to look at the recruitment numbers. Their clients since then have better workflows and shifted their customers to self service processes. BPOs are now more focused on tasks higher up the food chain such as escalations, software development, data engineering, and financial servicing. As far as AI, it can only go as far as recommending courses of action based on what it was trained on, so the larger BPOs already have started offering AI models customized to the client's needs as well as incorporating models from other areas
worked in the BPO for a while now. There are times that the customer just wanted to speak to someone and share its experience (Good or Bad). AI is nothing new and been integrated to the industry already but for me, nothing beats a person to person talk.
AI will augment existing staff to work more efficient. Matt Barrie the CEO from freelancer has a better take on the likely impact of AI in the BPO sector in Philippines.
Hey Mergim, long time no see. You probably knew my channel before as Travel Life Unboxed. Anyways, Happy New Year! I just wanted to mention you touched up on an interesting topic. However, if you understand how the Philippines economy, you will know understand that this trend will take some time to actually replace a live call center. Many companies in the west will make a comparison and measure the cost to purchase AI software for customer service verses the cost of labor for call center agents. Based on a recent study in the U.S., 62% of American consumer population whether business customers or consumer clients still prefer to talk to a live person. Especially when it comes to escalations for tech solutions. So the result of AI taking over may vary through time.
Here's a question to debunk your doom prophecy on PH BPO: Suppose you're an epically pissed off customer phoning into your product's AI-driven customer service center. Would you feel empathy when you hear a monotonous, linear-sounding AI voice on the other end?
My company had Filipinos answering at the call center but within the last several months we have switched to AI this video is spot on and has concerned me......
There is already a major exodus out of the commercial and condominium real estate industries in the cities. Investors are buying up land in rural areas and turning them into commercial and residential rental properties.
Your video was suggested on my feed. I got interviewed by an AI interviewer yesterday, it's probably good in nuance and almost understood what I said, although I'm doing a fake English accent. This interview is not call center related, not working in that industry as well. I am from PH btw.
I'm amazed at how confident you are in your claim that BPO demand will decline within two years. The BPO industry is vast and complex, and I believe you might only be scratching the surface. Just by conducting a small experiment with AI, you're already making such a bold statement.
The way for the Philippines is to adopt AI and add this to their service. Many more companies may outsource processes. Even more complex processes. The human worker can help to ask and encourage for further data. This gives an additional benefit to the company while AI becomes a commodity. Whats then differentiate is the additional human service/interaction.
In ur example it is basically that the whole AI is only about text to speak and back. The IE error on a LG was machine can be found in the manual or with old fashioned Google. If that the level of calls a call center gets than I totally feel your future prediction is right for the Philippines call centers.
ATM has been around for decades. It expected to replace human teller. But it didnt happen. Yes , its true that in some way it reduce the tasks of a teller. However, client's need is endless and has evolved.
So many wrong info on this video. OpenAI has seen a turbulent 2024. It's cofounder and visionary CTO resigned, this caused strikes within - questioning the company's future. Not to mention the cost of OpenAI just to run it is USD 700,000 per day. They are also projected to lose USD 5 Billion despite a a revenue of USD 3.7 Billion. OpenAI is on track to lose 14 BILLION DOLLARS in 2026. So I'm not sure how AI is going to replace an extremely cheap tried and tested alternative - BPO.
It's not about OpenAI specifically. It's about AI technology itself and its effect on the BPO industry. As AI technology advances, it will become more efficient, making it cheaper to implement. Which is competition for the Philippines.
I first had an experience of pure Chatbot Customer Service with AIRASIA due to cancellation of my flight. That was 2019. Since then, I never booked with them anymore.
I helped a Filipina obtain a degree in computing, took her 5 years, bought her a laptop, paid for her cereminial attire when she graduated, where did she start work and probably still is, a call centre in Cebu , crazy ! where to now after 5 years in a call centre, should have started as technical support and gain knowledge to further her career, no unemployment benefit in the Philippnes !
I use AI as a supplement to my work and I totally understand why you think this way, because it will really take some jobs. Unfortunate, but that's just the way it is.
Don't believe what this mergim says.. he's jealous of the Philippines BPO industry coz his native country Thailand is so. Behind in terms of BPO companies co they cant speak English well.
Realistically speaking this is happening across the Globe not just in the Philippines lol so yeah GLOBAL Government should do something maybe they should stop or ban AI or else we will become like in the movie Wall-E
if an agent is just doing basic chat then it will impact but most AI is more about agent assistance or augmentation to help with improving call handling and wait times even for chat.
AI doesn't apply to unstructured data, it hallucinates a lot, I mean a lot. 2 CRE tech companies I've worked with, invested in AI, ML, etc, and just wasted resources. There are certain problems which AI fails to understand, logical processes and mathematics, still needs human intervention, it doesn't innovate, think out of the box, but relies on existing solutions, and oftentimes give wrong or incomplete answers to complicated queries. Its automation that replaces jobs, not AI, AI, is just a tool to help, not the answer.
I work at a BPO here in the Philippines. We were a 24 hour operation. Now 16 hours. Overnight (morning schedule here in Manila) operations are now handled by AI both chat and voice roles.
We got downsized. Thankfully I still have a job. But it got a lot of us thinking and reevaluating our careers and finances.
The only way to combat AI in BPO is to have the employees be much more cheaper than the AI program licenses these tech companies charges, but that would just trigger another set of challenges to the employees. And tech companies can always just have their license be cheaper because they can handle the loss initially.
Let's not be scared, and be in denial. Let's just be prepared and upskill.
Apparently software developers are earning very good money in the ph . Cyber security professional is also gaining popularity.
The first thing the Philippines has to solve is the high electricity and fuel cost to be able to attract high value manufacturing. Because our politician are only focused about their own welfare and votes this will be very hard to do. Also people who vote for them because they are given ayuda which comes from tax payers are literally selling out their future.
Anywhere in the world, it’s all about me, me and me.
Arrogance and incompetence is an even higher and more pressing barrier to deal with.
Till the day can the govt offer businesses some guarantees like no/low corruption and beauracracy along with tax incentives, I highly doubt Philippines can thrive...
They have the human resources but not the incentives and discipline to attract corporations over....
@@jrarayour comment wint age well, PH is already drilling oil and LNG. we are heading to modernization you can look it up
it’s female-run, a government just follows what the people believe. Unless you make company tax lower, as close to zero as possible and low personal tax at the high level you will never attract actual successful businesses to do anything but setup call centres then keep the ownership remotely, which they will switch when costs are lower elsewhere.
I work in BPO/BPM in the Philippines developing solutions and tools using Gen AI to improve efficiency and productivity. AI will not displace work but it will improve and create new work. So the solution would be to continue to upskill, to reinvent, to stay relevant which I think is just part of the natural process.
this.
It will replace lower tiers of work that has static or near static flowcharts
@@aymhapi Perhaps you are right, but I don't think history or even common sense will support that claim. Shareholders and CEOs generally only care about the bottom line. Continuing automation will result in job losses and the corporations seldom give back to communities. That said, the Philippine culture, due to Catholicism, is quite different from today's American culture of selfishness.
This is what they tell you. But easy to do tasks and junior members will easily be replaced.
that's what the management says. lucky for you if you have a high skill job that the AI somehow still cant do right now. but for people who are in the low tier of work like basic customer service, they're soon gonna be replaced and unfortunately, not all of them are gonna be able to catch up with the market.
I was just calling At&T and I know it’s AI and couldn’t solve my problem. I was frustrated and annoyed! I had to ask for a customer service agent. Finally had a chance to talk to a real person and solve my problem.
That's fine but think in how many cases ai will solve customer issues. You can be also sure that ai will have access to data when human help to solve issue and will learn from that
A lot of this AI hype has to do with acquiring new investment and propping their stock price. I went along with this hype and got an early subscription. But just like you, the expectation didn't match reality. I unsubscribed to ChatGPT because I don't need it anymore. I mean it has its uses, but my time was being wasted correcting AI mistakes instead of focusing on the bigger stuff. It will get there eventually just like nuclear fusion will. Now that's a hype that's been ongoing for 20 years. Maybe AI will get there sooner, who knows?
Precisely it happened to me so many times
The AI you talked to is probably using five year old technology. What's out now is already 100 times better. In a couple of years it will be 1,000 times better.
@@sdickinson5234not true. In complex issues, AI is still in infancy stage. 😊
Relying on low cost labor should only be a stop-gap measure, otherwise Philippines will never become a high income country. The country should aim to develop services & industries with high paying jobs... just like Singapore, Hong Kong, South Korea . Neighboring ASEAN countries are all moving in that direction .. developing manufacturing industries & services that's creeping up the value chain
No, the country will not develop that, they prefer to give Alms to the poor people and get their vote.
th-cam.com/video/Y5hH6QndPgU/w-d-xo.htmlsi=QhgARJIwF4Vy3xZE
@ Same thing but for a very different reason.
The Philippines needs to open its market to foreign inventors. They also need to fix the high cost of electricity to attract investors to the country.
@ that's just one of the many factors, including corruption, lack of skilled workers, lack of other infrastructures, such as road, bridges, freight trains... How can Philippibe attract new FDI when it couldn't keep existing ones from leaving (ex Intel, Honda, Hanjin, Fiord, Nissan, Isuzu, SMT, Sport City, etc)
AI and automation with displace labor at all levels, not just BPO. It is taking over the legal, Finance, and medical industries. Highly skilled labor forces are being displaced nearly as fast as call centers. The future is going to be very exciting.
True and not just the Philippines too as well
@nikyabodigital yep, it is happening worldwide. I see it happening in the US with the legal, finance, and medical fields just name a few.
It's exciting until it takes away your livelihood. Then it will be chaos. You don't mess with people's ability to live a decent life.
exciting like being on the sinking deck of the titanic?
@@leopoldoesquibeljr428 Automation has been displacing jobs since the beginning of time. People get downsized for many reasons. If you trade your time for $$, you must continue to add value to your employer, this will never change. You can chose not to like it, but this is the real world. Life is hard and life is not fair. AI is also a creates new opportunities to be in control of your own livelihood.
High electricity cost is just one thing. PH needs supply chain infrastructure to get things from the factory to the rest of the world. We don't even have adequate roads to quickly get from the factory to the port (not to mention the traffic). And the ports? What ports? Port of Manila? Then there's all of the govt corruption and hoops that you have to go through. Then unionization negates the whole "labor is cheap" argument. Add it all up and why would anyone, foreign or local, want to invest in manufacturing in the Phils. That's why BPO is the only industry to gain traction. Less hoops and barriers to go through.
A few years ago, companies from China approached the Philippine government to build out the transportation infrastructure in the Philippines. The government declined the offer. I suspect a Western country pressured the Philippine government against the Chinese effort to invest in the Philippines. Too bad for the Philippines.
The LG scenario you mentioned exemplifies Tier 0 or 1 support, which chatbots can easily replace. However, according to AI, Tier 3 or 4 support, which involves specialists, engineers, or developers, is much harder for AI to disrupt. These highest levels of support address complex issues that previous tiers couldn't resolve, such as bugs, system errors, or highly specialized inquiries. Additionally, customer inquiries that require external or third-party support, like interactions with manufacturers or suppliers, often fall beyond the expertise of the internal team. Thus, BPO jobs in the Philippines may experience only minimal disruption. // 🙏🏻 //
you have to remember that a large majority of the BPO jobs in the Philippines are Tier 0 or 1.. only a very small percentage of BPO workers in the Philippines fall into the Tier 3 or 4 support
Excellent analysis Mergim. I work in the legal industry and even that will be impacted tremendously. Instead of dismissing AI, we must undesrstand it and adapt accordingly. As the saying goes, if you don’t innovate, you’re dead.
As someone who runs several BPO accounts here it’s obvious that AI will replace a small % of jobs but it will not be able to replace man power completely. Most BPO’s are incorporating AI tools into their own processes to enhance efficiency and productivity for clients.
In time as AI gets more advanced, humans in the loop will be few and far apart.
@ farther off than you guys think! Not too mention it depends on your skill set. Governments (countries) cannot afford for manpower to be replaced completely!
@@michaelmcgregor007not as far as you might think…
You are sadly mistaken if you think thats a reality. Perhaps you have some emotional attachment to the Ph, or the typical white savior complex but trust an believe you wont be able to save these people. In fact, youll be lucky to save yourself
As Elon Musk said, Mass layoffs will be in the near future. Humanoids 🤖 🤖 will take over and people who have no absolute skill will not likely be a candidate for hire.
SkyNet is upon us.
I did point that out two years ago in one of the forums. AI and technology in general will replace fickle-minded error prone human beings in the near future, and quiet easily most of BPO jobs. I work with robots, and I can see the precision and efficiency that these machines deliver compared to human beings. The sad thing for the Philippines is that the government is quiet unprepared for these sudden loss of jobs, they're busy politicking instead.
Can your robot determine which place is better to live in? or which provider give the best services?
@@dgreatguru7517yes. If the AI has been developed specific for BPO it can answer those qusstions more accurately
Even now with Chatgpt it can already give some answers but needs to be improved
who says "i work with robots" ever? don't you have friends? I bet you're just so excited for the world to end because you dont have anybody or some form of social life.
@markuku2991
He meant he operates robots or they have robotics in their company.
Also i think AI should be categorized robots as well
You sounded like a freak 😅
Ai for people who dont know is expensive if you use it commercially and it needs frequent updates and thats also expensive, Elon musk already said it in JRE interview. it is not viable, you will spend more in the long run for research and development. Just like robots in early 2000's they said it will replace alot of jobs. It did not happen.
The costs will drop dramatically as models are improved/trained and agents improve. Big tech is spending trillions for a reason.
@@AcmeRocket Exactly trillions of USD! BPO in PH operates IT and Finance BPO, and that operation changes costantly, therefore you need to fund a specific function/updates for that changes. Big tech companies's research and development is not one size fits all. you really gonna spend trillions while all BPO operation in Ph is only 35b a year, think about it.
Give it time. Nothing happens overnight.
@@The_Average_TH-cam_Enjoyer exactly nothings gonna happen!
In my industry (online marketing and publishing), it has already replaced a lot of workers and Virtual Assistants. Graphic designers are obsolete. You guys better wiseup and learn, instead of being PAATRAS, fighting for the kalesa when the car has been invented and will continue to evolve!
Thats the way to stay ahead of AI. Master it!
As a former call center agent years ago? I can guarantee that AI can do your job. I'v tested it, just like he did.
For QA work? AI can screen the calls- a ton of them, nonstop! And the human will just double check the flagged calls.
That supervisor of AI that dont get fired? You want it to be you!
The one employee that understands AI, will be the last man standing!
I agree with you mate, what they need to do now for call center workers is to up skilling or cross skilling no option for this.
Can you imagine how the adoption and development of AI will impact call centers, especially those in the Philippines?
If you think losing BPOs was bad, imagine how many Filipinos would lose their livelihoods if the majority of call centers were to shut down.
Why worry about it ?
Filipinos will find a way to navigate the rough seas of life to extricate from all the quagmire in life. It's Filipinos resiliency to rise above all while others quiver for a little snazzy.
Is this written by AI? 🤣
Megrim, AI has been deployed already with Globe (among other businesses) and having used that several times, let me assure you how frustrating the experience was on an issue that is seems simple to me (heck to any human being) but the AI failed spectacularly. in the succeeding Globe interactions, I went straight to looking for an Agent aka real Human being. and this is me who is Techie and always keen on new technologies. also this AI is just a fancier version of the typical IVR workflow that's been rolled out 20+ years ago-- which still resulted in customer frustration and tricks to bypass the IVR workflow to get to a human being on the other end of the call. you vloggers keep fretting about AI taking over the world, yet when this is used in day to day, real world scenarios, it's still fails frustratingly and we still end up talking to a Human Agent, it just takes way longer because we have to go through the idiot AI first 🤦
So true. Too many people thinking generative AI is about to take over everyones jobs 😂... these vloggers like to often give their viewers false flags.
its not false information,it’s reality.
Mergrim wasn't able to provide thorough research and seems more focused on attracting clicks than offering a well-informed perspective. There are no credible sources or expert insights, particularly from the finance or BPO sectors, to support the claims. Without proper backing, it's hard to take this post seriously.
This is so true especially for Globe. So frustrating.
What the heck din!!
Your example is 20ish yers AGO...
Wake up its 2025 the pandemic is already done.
Main goal of a business is to profit.!!
I hope the Philippine economy will collapse because of this..
POGO is gone
BPO later will follow
Food crisis is looming
And all of the politician is bussy for the next election already...
Can't wait 😂😂😂
No, it won't, but it definitely affect the way the BPO industry. AI still needs human intervention. It's up to them how to use AI to their advantage.
When are millions or even billions in corporate & shareholder profits ever going to be enough for these people? Who will be left to purchase services or products from these mega corporations if the majority of people today can barely afford just to keep a roof over their heads or food in their stomachs? Especially those who have experienced joblessness? Unprecedented greed has become a serious mental disorder in our society today. These kinds of people definitely don't deserve to be held on a pedestal.
There will probably protests here in the States. Elon is becoming no. 1 enemy of Trump voters. No. 2 is Jeff Bezos. Greedy billionaires!
the people are the investors, if you are not investing you are losing out.
You need to understand that they don’t care about you in any way….
@@jackmeloff3335 trust me most of us have already come to that conclusion the military taught me that one back when I was in my mid 20's. .
AI has also threatened millions of high paying service job sector in the USA. This was a topic of heavy discussion we had while in MBA school. The West (Europe, North America) will lose millions, yes, millions of jobs every year.
Yes. Because those jobs will go to Filipinos. Filipinos will lose the low skill jobs but will get the high paying jobs
@@dgreatguru7517 If the west is losing millions of high skill jobs per year that means their economy is collapsing. Who would be the Filipino's customers? No company would have a need to hire them if they are DOWNSIZING.
You misunderstood. They will lose the job because AI will take over completely in America and Europe
@@dgreatguru7517 nope, you'll just get harder jobs at the same low pay, but with AI agents to help you
@@jakexake2940 Oh... That's too far ahead. Though it will might eventually happen, we would be dead by then and humans have moved to Mars
Great job Mergim. Im from LG technical suppport and that is exactly what we tell our customers for an IE error code. I can only imagine visual troubleshooting like on a gaming account where you'd do troubleshooting for bugs which AI would be unable to handle.
sitel pa rin ba lg tech support?
Gemini 2.0 on Google Ai labs can do that. Since its multi modal it understands what it sees on the camera, change the camera to share screen and it could do that. You can even see it on youtube right now someone made a video having AI being shown a screen as it guides the person as he shares the screen to AI.. unsure about mouse controlling tho its not there yet but give it 2-3 years its just a bunch of binary and lines of code they could add. They say the future of AI are called agents.
These are specialized AI. so if its an agent for technical trouble shooting i believe its natural for them to be able to do that.
Very nice topic Mergim! yes I do agree with this. I am working in the IT industry and part of it I have done in BPO's and call centers. but this not anytime soon at the moment. As you noticed as well that AI went into loops answering simple questions, but bottom line still is AI is and will improve and soon can take on the job. But this is notjust a BPO concern, all industries will be affected. You can now make a full movie using AI. I bet this video was in someway or another AI had something to do with.
Very realistic view. Completely agree. BPO isn't the only thing that will be affected. A lot of us will be.
My wife works in a BPO industry who manages an insurance company from the US. She often gets a call from a client by asking first if they are talking to a human and not a chatbot AI and if they were assured that it is a real person they will proceed with the conversation unless they will hang up.
IDEA: Reverse capthchas to check if there's a human on the other end of the line. Haha
In the past we used to feel the same about the automatic teller machine. Now it's the norm.
Just the kind of mindset that gets us left behind in tech. AI is being deployed across multiple industries as we speak. The US company I worked for already let go of 40% of support employees and opted for AI. It doesn't matter if a customer wish to speak to a human or not, AI will be deployed by companies to save money be retaining only important positions in the company - like humans to support and manage AI!
I work for an IT of an insurance company for US. We are currently being trained on how to use AI in order to create faster solutions for customers.
thats the thing. ill never ever allow robots to run my life . interaction with your own kind is irreplacable.😊😊😊😊
The sad truth is... before AI takes full control over the BPO industry, it would have established dominance over content creation already.
That will not happen because it will never be pro active and creative
By then it will have taken over everything else as well
@@darkboard5556 so will never know
WOW...THAT IS INCREDIBLE HOW FAST AND CLEARLY THE DATA IS RETRIEVED. SO SAD FOR HARD WORKERS THAT HAVE TO THINK ABOUT THIS. I HOPE THERE IS ANOTHER ANGLE FOR THEM IF THIS ISSUE GETS BIGGER. IN MY OPINION, NOTHING COMPARES TO SPEAKING TO A PERSON BECAUSE THE QUESTIONS SOMETIME REQUIRE MORE EXPLANATION THEREFORE MAYBE THIS WILL BE TO LIMITED INDUSTRIES.
Actually The Philippines is leading in terms of using AI at work. According to Microsoft, 86% of Filipino use it for work.
I work for a multinational company with sales offices here in the Philippines and I have to say our jobs are under attack by AI. Slowly but surely, all sales are being done online. Our main function has been limited to creating quotes. Pretty soon, quote creation will be automated as well. When that happens, we'll be let go.
You are usually 100% spot-on, but I'm going to have to disagree with you on this. Not long ago, they were saying the exact same thing about Robotic Process Automation (RPA), but RPA didn't replace human workers entirely. Folks didn't lose their jobs en masse. So this new technology will merely change the types of jobs that will be assigned to BPO employees. People will be upskilled and roles will change.
But you are correct about a lot of basic troubleshooting tasks being automated. Yes, that's already happening. But in general, people have way too much faith in this particular technology. In reality, it's just another type of machine learning algorithm.
The Ayalas already had the steps prepared and going on the transition of BPO Industry to a now secret alternative coming from the only woman in the Ayala siblings,chat GPT could easily be corrupt on a tip of a finger unlike the human resources.
It would be better if Neda or the Govt also has a strategy.
Not true, there are many "trainers" and watchdogs training AL'S
Ayalas are corrupt RACIST white people pretending to be Filipinos. For centuries, they have failed to assimilate with REAL Filipinos.
The Ayalas have first dibs on every foreigners coming in as a "partner" by law. Making them forever rich.
What do you mean? If you are referring to Mariana Zobel de Ayala she is doing a great job in carrying out the Ayala Tradition. She is using tech to drive growth to their conglomerate.
@ she was interviewed by ANC news on the future of BPO in the Philippines a year ago and most of the buildings in Makati for rent are occupied by BPO industry and they want to make sure that the renter would still be in business once the industry be replaced by AI in the future
Good content. First time listener.
As a software engineer that uses AI heavily on the job. What I can say is that it really cannot replace a human completely but simply enhance it in such a way that it takes less humans to do something. For example, I have a bunch of simple but tedious tasks, or I need a simple program. It would take me maybe a couple of days to complete, but since my time is better spent elsewhere, I'll just get a junior developer to do it - they get to be productive and be trained which may take a week or 2 to complete. But with AI, its not as tedious anymore, I can get the AI to do it, and its good enough. The junior developer to get hired must demonstrate even higher competencies (with AI) to get the job.
Gives you more time to focus on your dieting skills
@@DraxMoranis hahaha you dont need to roast him though XD
Correct
It's time for the Philippines to train would-be call center agents to speak Spanish so that if they don't like night-shift jobs but want to work as Spanish-language bilingual agents or virtual assistants, they could migrate to Spain and Latin American countries without language barriers.
Chinese is more in demand. Since there are billion's of Chinese including Taiwan and Singapore
I'd much rather deal with a Filipino call centre (as a customer) but I can't imagine having to deal with the BS paperwork, red tape etc if trying to operate a BPO in the Philippines...
yes, the call centers are good at communication compared to other places.
LAND TO TILT AND TO BE CULTIVATED IS THE MOST IMPORTANT THING IN OUR LIFETIME NOW AND THE FUTURE BECAUSE AFTER ALL OF THIS TECHNOLOGIES PEOPLE WOULD STILL BE LOOKING FOR FOOD AT THE OF THE DAY AND THE SOURCE MAY NOT BE SUSTAINABLE IN THE FUTURE SO TROPICAL COUNTRIES ARE LUCKY ENOUGH TO BE ABLE TO GROW EVERYTHING ON LAND.
yes, only if the government support our farmers and that people would be diligent enough to cultivate their land instead of going to Manila to look for minimum wage job.
@ Tama at napaguusapan naman yang mga tungkol sa Agrarian matters and let me add na kailangan na talaga ng gobyerno nag level mag invest sa matibay na green house para kahit may malakas na bagyo eh sigurado pa rin ang ani,that is just my opinion and idea.
Call centers and BPO in general will disappear being replaced by AI
The AI can't be taught how to be empathetic to irate customers.
@@Blackhole-bh5yc a lot more than humans - infinite patience and instant recall of the companies knowledge bases. Coupled with the highest level of reasoning and problem solving. This will be in sharp contrast to the crazy nonsense of speaking to call center agents who are usually clueless to answer questions beyond a script. We've all been there - try calling the helpdesk of Globe.
@@Blackhole-bh5ycit doesn’t have to, that’s the point
really?AI can't replace human. but human can replace AI.
@@Blackhole-bh5yc You're wrong.hahaha!
Job losses in 2 months, did you say? Two years? Not even.. I've been using ChatGPT for a while now and, although it is a game changer, it would still be cheaper to pay a Filipino call center agent than to pay the LICENSE on a ChatGPT Enterprise or Pro agent/account. Pricing will be dependent on the organization (number of seats, etc).
In fact, generative AI may even encourage US-based call center operators to offshore to the Philippines.
Sorry, but doom on the Philippine call center industry is a longs way off 🙌😁
Not to mention, clients will always be more comfortable and valued talking (and even berating) with an actual human than a bot. Nothing will break the back of an already pssed off customer than a lifeless, unempathetic voice of an AI.
Keep telling yourself that until you queef from satisfaction and fall
Asleep 😴
@taylorglobal96 i agree 💯%....
Your audio is fantastic! Outside, on a busy street, still sounds great. Is there a lot of "sweeting" done in post-production or is the mic pulling most of the weight? Didn't see the mic in your gear rundown in the description. DJI2?
AI companies such as Soundhound will be the standard in lieu of the answering machines this will replace the call center. But comes with this new technology comes also lots of data, powerful or quantum computers etc. so ph will need to upgrade in different areas. Thus growing in other areas which
pH has a lot of. Our difference will be our proficiency in English will always be our edge.
Totally agree. Filipinos are so skilled that they can easily adapt. Both government and private companies have foreseen that issue and have started investing in other areas like data processing and storing. Google have one of its biggest data storage facility in the Philippines. Schools will soon offer data technicians and engineers in their curriculum.
As an RN that has been traveling,working, managing and contracting BPO’s in PHL, India and So.America. I feel that you spot on with this analysis prediction. Many of the clients I work with are now working more with AI, IVR’s and internal staff to create workflows that bypass the customer service process that was always outsourced.
The Philippine economy and its people are resilient and can adapt to any circumstances especially with the changes in the bpo industry!!! The BPO industry will still continue to grow in the country!!!
Seems like copium. This will only matter if our workforce are highly skilled but most high skilled people already migrated to other countries.
Not the smartest for voting low quality government officials.
True..need more tech schools/teachers across the board especially for cyber security
@@rbxtvofficial your resilience has kept you p.o o.r.
That is true. But have you ever considered the fact that the Philippines is dependent on high volumes of food and fuel imports? 6 million tons of wheat yearly along with 240,000 tons of animal feed. If and when climate change and soil degradation destroys the capacity of the northern hemispheres grain belts there will be hell to pay globally- massive famine. The US exports enough food to feed 900,000,000 outside of our borders- that's one of the primary reasons the US is still relevant. But it won't last forever. In fact, about 30 more years perhaps and the game is over.
I'm still waiting for AI served Fast-Food Drive-Throughs. Until that becomes ubiquitous, I think the local BPO industry is still safe.
Nah I still prefer your sister to make pagpag
AI will definitely replace some jobs in the BPO industry but 50% is a bit of an overestimation. Even before the rise of chatgpt, companies were already using bots to handle less important calls to lessen the wait time of customer especially during peak season, because believe or not, many BPO companies are understaffed. Also, many customers who takes the time to call customer service wants to talk to a real person. Especially those who are calling to resolve an issue. Those who are calling to inquire about something or have something processed are probably what AI will be a good use for.
That said, the Philippine government is aware of this issue. They are already plans to shift the focus away from industries affected by AI.
It's inevitable but we Filipinos are resilient, adaptable and has survived what nature or even man made calamities can throw at us.
We've been testing this sort of thing for a while now, unfortunately AI gets things wrong a lot of the time. We were using it to detect forest fires from cameras, but we have to have humans review the alerts because the AI often gives false positives. It will learn though, but it's not ready just yet, it will take a couple of years at least before we roll firetrucks based on AI decisions alone.
well who trained ai first hand ?
AI can actually REPLACE the jobs of lawyers and doctors and many more professions including teachers.
But to say that it will specifically hit on BPO is not accurate. AI is not advanced enough to solve complex issues which many BPO agents come across with.
For now, AI is more hype than it actually is.
BPO jobs are safe for now. Also lawyers, doctors and teachers, for now. 😊
I don't even agree with you that AI can replace lawyers, doctors and teachers. Maybe a part of their job. Those jobs somehow need emotions. Can AI robots convince a panel of jury and look them in the eyes as he delivers an emotional speach? Can a robot convince a student to study hard because the teacher cares for their future?
@dgreatguru7517 law or medicine is not about emotions but purely data based. 😊
@@JoeyZee-vs4kr laws are data. but court room and jury are not. Some laws can be interpreted in many ways. No machine can tell the "intent" of a persons' mind but that's the difference between murder and homicide. Between death penalty and prison in some countries. That's why lawyers with skills to communicate emotionally with the jury get paid a lot especially those who could prove murderers innocent.
Medicine is supposed to be purely data but data we have now is not complete or perfect. Some medicines formulated 20 years ago are discovered now that have wrong data. As science evolve, so does medicine. Human body has an incredible self healing power science cannot explain yet. And it is scientifically proven that human interaction helps in human healing. It is medical procedure babies when born must have skin to skin contact with its mother. No machine could detect or explain a mother to child bond
AI is capable to learn. If they gather data from BPOs and feed to AI it can do the job. Imagine feeding millions of call recordings, almpst all scenarios will be captured
A middle class was created which drove expansion of retail economy. My in laws have moved off low level call support. It is all about moving up value chain. More IT , engineering and advanced services
While AI has made remarkable strides in automating various aspects of customer service, the complete replacement of call centers is unlikely in the near future. Here's why: Human Connection and Empathy: Many customers value a personal touch, especially when dealing with complex or emotional issues.
AI can often be boring and may not answer specific questions effectively. It cannot replace human intelligence or communication skills. For instance, when calling banks about issues like internet problems, bills or stolen cards, correct responses are often lacking. AI relies on pre-programmed information and typically defaults to saying it doesn't have an answer in unexpected situations. Repeating the same question yields the same response in a loop. Your video example seems carefully crafted but doesn't accurately reflect reality.
Exactly. Creator asked "Amanda" a question that can be found in the internet. A question that any human that can read a manual will find an answer. LG posted in the internet its manual so "Amanda" read the manual for him. If LG didn't put any information on the internet, "Amanda" would have answered another brand's manual that may or may not be applicable. The point is AI gathers information from the internet and search the best solution to a problem. It can't input on its own or even edit.
Worked in tech for 20+ years with the first few years in call center industry. No company will release full blown AI just like we never released full blown automation. Large Refund or payment approvals was never trusted to logical automation even though we have replicated the same exact same steps the human made. Incentivizing a rejection is something that we cannot factor in because machines do not recognize bonus incentives attached to rejecting or denying payments.
Good point. And lots of things machine cannot recognize like humans do. It may eventually happen, but by then humans may have invented ships that could travel faster than light.
the Philippines will definitely adapt as usual...
They will have no choice
Philippines will thrive and prosper...
@@PinoyBioResilience is a well-known Filipino's attribute that it seems already in their DNA. So no problem at all,
@@leopoldodurico6174 like how? Unless the filipino will wake up that they should not elect greedy politicians and make lots of kids....
Philippines needs to diversify its economy more like strengthening manufacture or oil industry by building more oil rigs west of Palawan. DRILL! BABY! DRILL!
We have a huge mine of oil and gass in red bank at west philippine sea that can help our economy, sadly china harashing us there, sending giant coastguard ship and Navy to block us there.
Basic manufacturing is left aside because the rulers do not want to invest long term. So they import.
Yeah drill bay to cause even more earthquakes and global warming
If your idea of BPO is the usual call centers and customer service then I see how one could be so pessimistic but that is just a part of BPO. The BPO industry is probably be the one that will transform the fastest because of emergent technologies. Currently chatgpt is still not capable of fully replacing a human equivalent no matter how much prompt engineering you do. Most people, especially the older ones are not yet comfortable with interacting with ai, especially that ai behavior is still very discernable compared to human counterpart. But a human + ai team, right now has great advantage
Like you don't need an AI to know the problem of a washing machine if you know how to reed a manual
Times change old people die first. AI only has to replace 50% of the workers for the BPO industry in the Philippines to lose 15 billion dollars. It doesn't have to replace everyone to jack up the economy. It just has to slow growth and stagnate or reduce the earnings for the industry and country to be in serious trouble. What could a person do better than an AI? Learn the troubleshooting script better? Once the AI is programed not only with customer service script but initial engineering documentation, it will be the authority. Speed, accuracy, even updates, plug the AI into the IRS website and it scans 24 hours a day for updates...
@@fanglethorpe Old people or animals mostly die first since living things live on Earth. That has not changed.
AI may replace 50% of low skilled worker in the Philippines but will have 50% or more new higher skilled jobs in BPO or other related industries. You don't need an AI to troubleshoot a washing machine if you know how to read a manual.
What is AI right now? It is a chess player robot. It gathers data from the internet and presents the best solution the internet provided. It can't invent. You think "Amanda " knows the solution if LG didn't posted in the internet their manual?
saying lovw level jobs but they call callcenters for just fixing the washing machine, for very simple issues they call instead of reading the manual...AI could not replace human touch, empathy, etc...
@@deniceapalisok4329 Yeah it can and it will, the same thing happened to people in the US they used to have call center jobs. We said they will never accept foreign accents. It doesn't matter, they will replace you if the oligarchs will make more money!
Entrepreneurial way of thinking for more Filipinos is the solution...
#CashFlowQuadrant
Nice demo of ChatGPT's Advanced Voice mode. Most people have no idea how far AI has come in just the last two years. ChatGPT can also translate in realtime between more than 100 languages.
🤣..Dude is Alarmist... Even if BPO is affected, just look at Taiwan, South Korea, Japan...All are AGING population.. They are actually opening up their Labor Market to Filipino migrant workers....
AI is supposed to be a tool to help the worker, not to replace the worker.
Until it becomes more profitable to just have ai. Business is business.
@@darkboard5556 without people having jobs and having no money. There won't be an economy. All will be useless.
Informative video. Your demonstration simplified AI. I shared this video to a few friends.
I was impressed by ai at first but the more I use it, the more I realize that it is not as reliable. Ai will probably only replace things that can be handled by automation, but most complex task will still need human interaction.
Ai is still young and it is continuously developing
Thanks for the info.
Brother, you're in the wrong country to spread FUD around. I would say positive or neutral things about Phils, especially while you're still there.
AI is not taking over call centers and BPO. People want to speak to humans when they have issues. However, AI will help employees to work more efficiently. This could lead to one of two outcomes - (1) Companies will adopt better customer experience protocols and make it easier to get help which should help employment to stay on par, (2) Companies will use the efficiency to reduce headcount.
Older people want to talk to humans, younger people don't care, and which group is going to last longer. Don't bet on things staying the same forever, that's foolish
@@fanglethorpe I am young and I do care. I skip right through every step until I get to a human. I can use Google and solve the problem myself if I wanted to talk to an AI...I expect to speak or chat with a human when I have a problem and reach out to a company.
I'm favoured, Getting my own Truck has always been my Dream for my business. I just acquired 2 recently, earning $32K weekly has been really helpful. I can now give back to the locals in my community and also support Charity Organizations.
wow this awesome I'm 47 and have been looking for ways to be successful, please how??
It is the digital market. That's been the secret to this wealth transfer. A lot of folks in the US and abroad are getting so much from it, God has been good to my household Thank you Jesus.
Same here, I believe the Bitcoin ETFs approval will be life changing opportunity for us, with my current portfolio of $108,000 from my investments with my personal financial advisor i totally agree with you
YES!!! that's exactly her name (Mrs Elizabeth Regina Nelsen) so many people have recommended highly about her and I'm just starting with her from Brisbane Australia🇦🇺
Wow! Kind of in shock you mentioned expert, Elizabeth Regina Nelsen. What a coincidence!!
Possible, it will take decade/s before an AI can be like a human to almost perfectly solve customers problems.. Many customers will prefer human interaction💡 Businesses are in high competitions..
AI implementation is not just about replacing "talking to agents" but more on fixing systematic issues that may lead a customer to make a call in the first place. And also there are procedures that AI can solve via app instead of having the customer make a call for customer support. That's the main concern for call center agents: Tech solutions where customers don't even have to contact customer support
You are correct when you said that there will be a decline in the expansion of the workforce because of AI, but the country will not lose the BPO Industry. At least not in the near future. The assistance that AI provides right now is only about self-service. We haven't decided yet if we are to give AI direct access to our personal information, account history and even apply any changes to the products/services that companies provide. Until then, the industry will stay as is.
The thing he forgets is that you need to prep the AI to be able help you on a specific question/problem. Its called 'prompt engineering' and not many people know how to do this especially for complex questions/problems. That's basically what he did on his first 3 statements to the AI before he asked for the error code. Also, this can be quickly done by just doing a google search without doing all that prep at the start.
Also, the AI still 'hallucinates' sometimes and would give you an incorrect answer (mostly on current events, complex questions/problems, etc.). It won't totally replace BPO, but it would reduce it. Its like what automation or higher productivity does: lessen the effort so you can reduce/move people around which the AI answered at the latter part of the video.
I don't think PH would lose the industry. It would decline, yes, but not to the point that it will go down to single digit percentage.
He's right about the offices piece though. We're experiencing this now due to other factors(work from home, etc.).
AI wont kill the industry but it will hurt it. AI support is only good for basic issues. There is always going to be a need for real people
Philippines bpo nowadays are not focus on calls or voice accounts new account are emerging like social media analytics, ecommerce, content moderation and even task related to AI it will take time before the country will feel the loss of jobs especially if the task and continues upskilling to support processes related to AI is the current trend in the Philippine workforce .
agree with you, i think the youtuber is completely wrong. the jobs that will be lost are more US jobs.
as a developers POV, it is designed as a tool, companies invest for their own AI but without proper prompt, it cannot generate proper responses yet. On the other hand, AI could be biased based on a context. Moreover, Generative AI is just a lazy way to research manually, automate repetitive tasks, but surely cant replace a skilled thinking person. It cant generate a response without a context (prompt). Nowadays, where different AI are popping out, people must learn the pros and cons, surely the thought of it replacing the BPO workers is overwhelming, but business is business, a company will always choose where it could profit more. People must be educated about it.
Thank you very much for creating this comprehensive video on how AI will eventually replace call center agents in the Philippines. It’s fascinating-and a little frustrating-to see some people in disbelief about it in the comments section.
Having dealt with countless customer service agents in the Philippines, I’ve noticed a recurring dilemma for them: many struggle to solve complex problems. If an issue falls outside their script/outside their protocols/not part of their spiels/not part of their scope, their brains completely shut down.
Days turn into weeks waiting for solutions, simply because my concerns don’t align with their “protocol.” Unlike BPOs, AI can solve complex issues and will soon be able to think outside the box.
I know that sooner or later, AI will replace their industry-or, even worse, completely wipe them out.
Having interacted with them, many seem unwilling to believe they might lose their jobs in a few years because they are not malleable and are resistant to learning new skills. Unfortunately, their attitude and complacency have become significant barriers to their growth.
I agree in some of the things you said (about BPO industries downsizing in the near future). Especially now that many companies would prefer freelance virtual assistants to cut costs.
I used to work in a BPO company but now I work as a freelance Healthcare Virtual Assistant and we use AI to make our tasks easier. But AI alone isn't gonna work. Since we are in the healthcare field, it is very important that complex information are being handled and analyzed by real Human Intelligence.
If technology was replacing humans because of advancement, it can be acceptable because without that there can be no progress.
No one can demand the job of a typist be saved when email came along.
However, what has happened now is companies have eliminated call centre, and left the customers without service.
It has become widespread in the last 10 years, where you don't get to speak to a human to find answers, you get a anonymous robot and wastes 10 minutes to understand you.
Totally agree. Just today, I was able to use AI for free in transcribing the voice over script of a video that I wanted to fix in just less than 2mins instead of hours. So now, in order to avoid being obsolete, we should embrace what AI could do, and capitalize on what AI still couldn't.
The BPOs have already shifted away from entry level contact centers as early as the 2010s, you only have to look at the recruitment numbers. Their clients since then have better workflows and shifted their customers to self service processes. BPOs are now more focused on tasks higher up the food chain such as escalations, software development, data engineering, and financial servicing. As far as AI, it can only go as far as recommending courses of action based on what it was trained on, so the larger BPOs already have started offering AI models customized to the client's needs as well as incorporating models from other areas
worked in the BPO for a while now. There are times that the customer just wanted to speak to someone and share its experience (Good or Bad). AI is nothing new and been integrated to the industry already but for me, nothing beats a person to person talk.
AI will augment existing staff to work more efficient. Matt Barrie the CEO from freelancer has a better take on the likely impact of AI in the BPO sector in Philippines.
Hey Mergim, long time no see. You probably knew my channel before as Travel Life Unboxed. Anyways, Happy New Year! I just wanted to mention you touched up on an interesting topic. However, if you understand how the Philippines economy, you will know understand that this trend will take some time to actually replace a live call center. Many companies in the west will make a comparison and measure the cost to purchase AI software for customer service verses the cost of labor for call center agents. Based on a recent study in the U.S., 62% of American consumer population whether business customers or consumer clients still prefer to talk to a live person. Especially when it comes to escalations for tech solutions. So the result of AI taking over may vary through time.
that's why im investing on the stocks of AI companies, NVDIA, GOOGLE, AMZN etc! they are the one who benefits from this!
I was just talking to my financial advisor about NVIDIA. Good time to buy. Right now it’s $137 per share.
Here's a question to debunk your doom prophecy on PH BPO: Suppose you're an epically pissed off customer phoning into your product's AI-driven customer service center. Would you feel empathy when you hear a monotonous, linear-sounding AI voice on the other end?
My company had Filipinos answering at the call center but within the last several months we have switched to AI this video is spot on and has concerned me......
You're good mate, enjoying your blog's
Own a bpo in the Philippines with about 80 staff and worried about this
AI won’t happen that fast. Analysts thought RPA would devastate BPO since 2015. So what happened?
There is already a major exodus out of the commercial and condominium real estate industries in the cities. Investors are buying up land in rural areas and turning them into commercial and residential rental properties.
Great topic, Mergim 👍🏼
Using AI for bpo industry will be a big big big privacy issue imagine giving your bank details to a jp morgan AI customer service chat bot. Hmmm
Technology will solve technology problems
Excellent video. Greatly appreciate the demonstration of CHATGBT. Now i know. Interesting insights as well on the BPO perspective in the Philippines.
Your video was suggested on my feed. I got interviewed by an AI interviewer yesterday, it's probably good in nuance and almost understood what I said, although I'm doing a fake English accent. This interview is not call center related, not working in that industry as well. I am from PH btw.
I'm amazed at how confident you are in your claim that BPO demand will decline within two years. The BPO industry is vast and complex, and I believe you might only be scratching the surface. Just by conducting a small experiment with AI, you're already making such a bold statement.
The way for the Philippines is to adopt AI and add this to their service. Many more companies may outsource processes. Even more complex processes. The human worker can help to ask and encourage for further data. This gives an additional benefit to the company while AI becomes a commodity. Whats then differentiate is the additional human service/interaction.
In ur example it is basically that the whole AI is only about text to speak and back. The IE error on a LG was machine can be found in the manual or with old fashioned Google. If that the level of calls a call center gets than I totally feel your future prediction is right for the Philippines call centers.
The Philippines will adapt.
ATM has been around for decades. It expected to replace human teller. But it didnt happen. Yes , its true that in some way it reduce the tasks of a teller. However, client's need is endless and has evolved.
So many wrong info on this video. OpenAI has seen a turbulent 2024. It's cofounder and visionary CTO resigned, this caused strikes within - questioning the company's future. Not to mention the cost of OpenAI just to run it is USD 700,000 per day. They are also projected to lose USD 5 Billion despite a a revenue of USD 3.7 Billion. OpenAI is on track to lose 14 BILLION DOLLARS in 2026. So I'm not sure how AI is going to replace an extremely cheap tried and tested alternative - BPO.
It's not about OpenAI specifically. It's about AI technology itself and its effect on the BPO industry. As AI technology advances, it will become more efficient, making it cheaper to implement. Which is competition for the Philippines.
I first had an experience of pure Chatbot Customer Service with AIRASIA due to cancellation of my flight. That was 2019. Since then, I never booked with them anymore.
I helped a Filipina obtain a degree in computing, took her 5 years, bought her a laptop, paid for her cereminial attire when she graduated, where did she start work and probably still is, a call centre in Cebu , crazy ! where to now after 5 years in a call centre, should have started as technical support and gain knowledge to further her career, no unemployment benefit in the Philippnes !
just curious why you help her?
i help a whatever nationality you are she never finish cu'z she is so dumb! see how easy it is to make up story like yours.
I use AI as a supplement to my work and I totally understand why you think this way, because it will really take some jobs. Unfortunate, but that's just the way it is.
The government needs to take steps to mitigate the devastation that AI will bring to the industry.
Don't believe what this mergim says.. he's jealous of the Philippines BPO industry coz his native country Thailand is so. Behind in terms of BPO companies co they cant speak English well.
Lol! They just care about dole outs and keeping the flow of the money inside of the pockets.
Realistically speaking this is happening across the Globe not just in the Philippines lol so yeah GLOBAL Government should do something maybe they should stop or ban AI or else we will become like in the movie Wall-E
if an agent is just doing basic chat then it will impact but most AI is more about agent assistance or augmentation to help with improving call handling and wait times even for chat.
@ Who’s they? What dole-outs and from whom? What money (flow of the money) and where is it coming from?
AI doesn't apply to unstructured data, it hallucinates a lot, I mean a lot. 2 CRE tech companies I've worked with, invested in AI, ML, etc, and just wasted resources. There are certain problems which AI fails to understand, logical processes and mathematics, still needs human intervention, it doesn't innovate, think out of the box, but relies on existing solutions, and oftentimes give wrong or incomplete answers to complicated queries. Its automation that replaces jobs, not AI, AI, is just a tool to help, not the answer.
Massively impactful blog. Thank you for the Chat GPT demo. By the way … I walked by the alley while you were filming - good to see you in action !
Omg, thanks for the awareness.. its gonna affect the BPO industry exponentially.. hope we Filipinos be prepared and could come up with a solution..
Learn a trade. Optimus will achieve these physical skill sets last.