In a recent announcement on January 31, Senator Risa Hontiveros raised concerns about the potential impact of artificial intelligence (AI) chatbots on the Business Process Outsourcing (BPO) industry. As the BPO sector plays a pivotal role in the Philippine economy, Hontiveros urged the Department of Trade and Industry (DTI) to take preemptive actions to safeguard the interests of BPO workers in the face of increasing AI adoption by companies.
Hontiveros emphasized the crucial role played by BPO in the country’s economy, as it closely rivals the earnings of overseas Filipino workers (OFWs). Yet, the adoption of AI threatens to disrupt this flourishing industry, with projections suggesting potential savings of $80 billion in call centers by 2026 if AI replaces human agents.
In response, Hontiveros called upon the Department of Trade and Industry (DTI) to take immediate action to protect the BPO industry. She urged Secretary Alfredo Pascual to formulate a comprehensive plan to ensure the sector’s resilience against AI-induced challenges.
Moreover, Senator Hontiveros stressed the need for the DTI to champion the unique qualities of Filipino workers, including their capacity for genuine human connection, which AI chatbots cannot replicate.
Recognizing the rapid evolution of AI, Hontiveros urged a more flexible approach to education and collaboration between the industry and educational institutions. This approach would equip workers with the skills necessary to work alongside intelligent machines.
In summary, Senator Hontiveros’s call to action underscores the urgency of safeguarding the BPO industry against AI disruption. The DTI must play a pivotal role in ensuring the sector’s continued success, and workers must be equipped to thrive in an evolving landscape where AI is a powerful force.
