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The IT-BPM sector in the Philippines, valued at $38 billion and employing 1.82 million people, faces significant challenges. While concerns about US protectionist policies under President Trump loom large, the more pressing threat comes from the rise of artificial intelligence. AI technologies are automating tasks traditionally performed by BPO workers, leading to fears of job losses and a decline in the industry's competitive edge.
Despite these challenges, the BPO sector can adapt and thrive by embracing AI as a complementary tool. Upskilling the workforce in areas like data analytics and machine learning is essential for future growth. The IBPAP projects a hopeful outlook, anticipating revenue growth to $59 billion by 2028, provided the industry evolves to meet new demands.
• AI threatens employment in the BPO industry by automating routine tasks.
• Upskilling in AI-related fields is crucial for the future of the BPO sector.
AI is automating customer support tasks, impacting job security in the BPO sector.
Automation through AI is replacing routine tasks previously handled by human workers.
Chatbots are increasingly used to handle customer inquiries, reducing the need for entry-level staff.
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