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AI seen to boost productivity in BPO industry

Pushkar Misra, President and CEO – HGS Philippines

Pushkar Misra, CEO & President HGS Philippines

Article originally published on ABS CBN News

The use of generative AI such as ChatGPT could boost the productivity of the business process outsourcing industry, the Contact Center Association of the Philippines said on Tuesday, allaying fears the technology could lead to job losses.

Like automation, which has reduced the repetitive tasks in the BPO sector over the past years, generative AI can also be a good thing, CCAP President Mickey Ocampo said in a briefing.

Generative AI “on our end is our enabler, like automation,” Ocampo said, citing chatbots and virtual assistants as examples.

“Generative AI can be used to automate and enhance various aspects of customer interactions,” he added.

The technology can take over tasks such as searching and gathering data to reduce transaction time, improve customer experience and raise the productivity of workers in the industry, said HGS President and CEO Pushkar Misra, a CCAP member with operations in the Philippines.


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