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BPO job losses due to AI not happening – Sitel
« on: October 04, 2017, 04:10:12 PM »
BPO job losses due to AI not happening – Sitel

Sitel Asia-Pacific CEO Craig Reines does not believe that the advent of artificial intelligence (AI) will cause job losses in business process outsourcing (BPO). While mechanical tasks will be automated, Reines said call center agents will be retooled to provide the human touch that the Philippine outsourcing industry is known for. The rise of AI is turning employees into hybrid digital and live interaction agents, Reines told ANC's Early Edition. AI is very boring and does not provide that wow that the customer wants to experience, he added. Contact Center Association of the Philippines president Jojo Uligan said BPO employees will be retrained and then move up to a more complex type of work.

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