Artificial intelligence topic in BPO forum

The Contact Center Association of the Philippines (CCAP) is studying the possible effects of artificial intelligence (AI) among business process outsourcing (BPO) firms in the country.

The use of AI in BPO companies had been the topic in the Contact Islands conference at the Shangri-la Resort and Spa in this world-famous island.

Over 200 participants composed mostly of industry leaders attended the conference with a theme, “The Future of Customer Experience.”

“We are looking at two sides here: the positive and negative ways of using AI,” CCAP chairman Benedict Hernandez said.

Hernandez also said BPO company leaders must be ready to embrace the opportunities that the use of AI may bring to the Philippine BPO scene.

The Philippines is considered one of the key BPO hubs in the world.

For his part, Engelbert Camasura, president of the Asia Select Philippines, said the use of AI may also affect the media industry.

“The media must be vigilant on this matter. The AI process is still evolving and we must all be ready to embrace change. But we must also consider looking for alternatives,” Camasura said.

CCAP is a group of BPO companies in the country.