A few years ago, the growth of Artificial Intelligence (AI) and Robotic Process Automation (RPA) posed a risk to the Philippine Business Process Outsourcing (BPO) going out of business as the said emerging technologies are capable to streamline tasks on customer service and technical troubleshooting in a piloted DIY environment. For BPO industry, the challenge was immediate: innovate and evolve or face going out of business as media stated. In 2021 when the world is still grappling with the pandemic, digital and technological adoption have accelerated for businesses as more and more of them by the day are taking their services or goods online in digital retail while opening up revenues through online payments. As e- commerce soared and major web traffic spiked, customer service department was again challenged to scale and adapt. For BPOs, the harmonization of new technologies meshes well with their trajectory when it comes to services / solutions offered to businesses. As BPOs who...
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