800k BPO workers may lose jobs as artificial intelligence use emerges

Around 800,000 employees in the business process outsourcing (BPO) industry, especially call centers, are projected to lose their jobs due to the emergence of artificial intelligence (AI) use, according to a report of Athena Imperial on GMA News State of the Nation Address on Monday.

“Eighty percent ang ini-imagine na puwedeng in the next five years mawala dito sa mga BPO natin,” said Christopher Monterola of Asian Institute of Management (AIM) and Aboitiz School of Innovation, Technology, and Entrepreneurship (ASITE).

AI may replacing some of the call center agents and take their jobs in the next five years, which would benefit BPO companies for its lower cost compared to hiring human workers.

The Department of Labor and Employment (DOLE) said that only less than 100,000 low-skilled workers will be affected by the transition as the BPO industry will focus on high-value jobs.

DOLE said more than 600,000 jobs will be opened to middle-skilled and high-skilled workers.

“Pagdating naman po doon sa middle-skilled at saka high-skilled, more than 600,000 naman po ang maki-create ng IT-BPM (Information Technology-Business Process Management) sectors,” said the DOLE Bureau of Local Employment Director IV Domique Rubia-Tutay.

High-skilled jobs require abstract reasoning, situational responses and specialized expertise, which are acquired through obtaining college degrees, finishing postgraduate studies and undergoing specialized training.

Due to this, DOLE advised low-skilled workers to invest in studies and training to qualify with the more demanding requirements to keep a job.

The DOLE is coordinating with BPO companies regarding the possible in-demand jobs in the future, which they will forward to training systems in the country.

In line with the in-demand jobs, these institutions could adjust their curricula, standards, programs, and guidelines so students could easily get a job after graduation. —Joviland Rita/KG, GMA News