Link: AI is reshaping call center work in the Philippines - Rest of World

Renzo Bahala, a trainee at Concentrix Corporation in the Philippines, notes that each customer service call he makes is monitored by AI to ensure efficiency and adherence to strict guidelines. He reflects that the AI system has increased his call volume significantly compared to his previous non-AI-monitored job.

“The co-pilot is helpful," Bahala admits, referring to an AI tool that provides real-time assistance during calls. However, he feels pressured to satisfy the AI's strict timing and performance standards.

Increased use of AI in the Philippines, a global leader in business process outsourcing (BPO), is making jobs more demanding, explain BPO workers and industry experts.The industry faces rising targets and concerns over AI-related job displacement, despite potential new roles in data management.

Advanced AI tools in Philippine BPO centers are critiqued for pushing employees toward machine-like efficiency without proportional benefits, according to Paul Quintos, a political economist. This intensifies the workload and pressure on workers without improving wage conditions.

Renzo Bahala laments that AI has become like a boss rather than a facilitator, dictating every aspect of his interaction with customers and even influencing how he speaks. Persistent underperformance in these conditions could lead to probation or termination, placing further stress on employees.

Despite the concerns, some industry voices view AI as a catalyst for enhancing productivity and reducing the need for larger teams. While not replacing jobs outright, AI is seen as a tool that modifies and sometimes reduces roles, pushing the BPO sector toward higher efficiency with fewer people. #

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Yoooo, this is a quick note on a link that made me go, WTF? Find all past links here.