According to Philstar Biz, the Philippine business process outsourcing (BPO) industry is facing two serious threats that have been building for some time. The sector employs millions of young Filipinos and is a major contributor to the economy.
One threat is the rise of artificial intelligence, particularly in the voice segment of the BPO industry. AI-powered systems are increasingly capable of handling customer service calls, potentially reducing the demand for human agents.
The other threat is a pending bill in the US Congress that aims to bring back offshored call center jobs to the United States. If passed, this could significantly impact the Philippine BPO industry, which relies heavily on US clients.