NextGen Day

On Tuesday, Senator Risa Hontiveros requested the Department of Trade and Industry (DTI) to provide protections for business process outsourcing (BPO) employees who may be impacted by the development of chatbots with artificial intelligence (AI).

According to a recent report by the American technology research firm Gartner, if people are replaced by AI by 2026, call centers could save up to USD80 billion.

“Is the BPO sector also having problems? Does Secretary (Alfredo) Pascual, who is in charge of the DTI, have a strategy in place for when more businesses choose to invest in AI rather than employees? It will have a significant impact on the BPO industry, therefore we need to prepare for it now. Because of this, dapat ngayon pa lang handa na ang ahensya sa possibility na ito “said Hontiveros in a statement.

According to American multinational technology company IBM, a chatbot is a computer program that combines AI and natural language processing to interpret client concerns and automate responses to them, replacing human dialogue.

According to Hontiveros, the Philippines’ BPO sector brings in about $30 billion annually, which is comparable to the amount sent home by overseas Filipino workers (OFWs).

The senator claimed that BPO, OFW, and tourism revenues support the nation’s import-intensive growth.

“Dollars become scarcer, more expensive, and the peso devalues if this industry has problems. Additionally, a route into the middle class will vanish “added Hontiveros.

The senator continued by saying that the DTI should launch a more aggressive effort to safeguard the sector and its employees as it gets ready for the nation’s future with AI.

Hontiveros stated that in order for the work-anywhere model, which is now essential for retaining talent, to continue to be technically feasible even as client service standards continue to rise, the DTI and the Department of Information and Communications Technology must ensure sustained improvements in connectivity.

No chatbot can ever provide the level of care and attention that Filipino workers do, according to Hontiveros, who suggested that the DTI continuously emphasizes this fact.

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