Harnessing AI in IT-BPM industry

Artificial intelligence (AI) is becoming KIT a commonly used term in today's society with its rapidly growing usage.

- CATHERINE TALAVERA

You read about companies trying to adapt to it on the news, you see Algenerated photos of your friends on social media, and you've probably tried using an Al application yourself out of curiosity.

With the continued rise of more AI-supported apps, the use of the technology has become accessible to almost anyone.

Initially, there have been negative connotations to AI due to its potential threat to replace various jobs. However, industries have acknowledged the potential of AI to improve productivity and are continuing to integrate AI into their processes.

An example of this is the information technology-business process management (IT-BPM) sector, which recognized that the rise of generative AI (GenAI) is both a challenge and an opportunity for the industry.

"Generative AI is a major opportunity for the IT-BPM industry to augment and add value to some of the roles and functions we provide to global customers," IT & Business Process Association of the Philippines (IBPAP) president and CEO Jack Madrid said.

He said that it is important for the workforce to adapt to the new jobs that would emerge with GenAI by upskilling and reskilling.

Madrid said that skills such as data analysis, critical thinking, problem-solving and programming would be important for AI functions such as prompt engineering.

For the Contact Center Association of the Philippines (CCAP), AI is seen to improve the productivity and efficiency of its customer experience (CX) agents.

"We recognize the significance of AI in the outsourcing sector. AI technologies are changing the way we interact with customers and handle inquiries," CCAP president Mickey Ocampo said.

Ocampo said AI systems have the capability to automate repetitive tasks, analyze large volumes of data, and even engage in natural language conversations with customers.

An advantage