Philippine Outsourcing Sector Urged to Embrace Generative AI for Efficiency Boost, Philippines

The Philippines’ outsourcing sector has been urged to embrace generative AI in order to boost efficiency. Jack Madrid, President of the IT & Business Association of the Philippines, called upon the industry to adopt the technology, stating that it is crucial for the sector to keep pace with the rapid advancement of AI. The Philippines is anticipating disruption from AI as bots increasingly take over call center jobs. However, some companies are already exploring the use of generative AI, which involves training artificial intelligence to create new outputs based on existing datasets. For example, Accenture Plc.’s Philippine unit is studying the use of AI-powered co-pilots as advisors for call center agents and to assist coders in their work. While the industry is beginning to embrace generative AI, humans will continue to play an important role due to the technology’s limitations with accuracy and complex tasks. The Philippine government is also planning to establish an AI research center to support smaller businesses in exploring and accessing new technology. Despite the challenges posed by AI, Mr. Madrid remains optimistic about the outsourcing sector’s prospects and expects significant growth in terms of jobs and revenue in the coming years. By combining artificial intelligence with emotional intelligence, he believes the industry will thrive.