BPO agents to keep jobs despite the rise of robots

An executive of one of the largest business process outsourcing groups in the Philippines sees an increasing use of artificial intelligence, machines and robots by businesses this year, but he says customer support professionals are here to stay. Virtual assistants with AI capability such as iPhone’s Siri, Android’s Google Now, Microsoft’s Cortana and Amazon’s Echo (Alexa) are not likely to replace BPO professionals anytime soon, according to John Paul Palpallatoc, a senior executive at Accenture. This statement provides reassurance to the 373,000 people employed by Accenture across 120 countries, including 45,000 in the Philippines.  Accenture operates 23 facilities in the Philippines, including 18 in Metro Manila, four in Cebu and one in San Nicolas, Ilocos Norte.  It is considered the largest third-party non-voice provider in the Philippine BPO industry and…


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