Generative AI Strengthens the 'Heart of CX' in the Philippines' Contact Center Sector
The Contact Center Association of the Philippines (CCAP) underlines Generative AI's critical role in keeping the Philippines as the world's leading voice and business process outsourcing (BPO) services provider. The adoption of Generative AI in the IT-BPM business improves customer experience (CX) and agent efficiency significantly.
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| Generative AI Strengthens the 'Heart of CX' in the Philippines' Contact Center Sector |
Industry professionals will explore the newest business trends impacting the contact center and business process management (BPM) sectors in the next normal at the forthcoming Contact Islands Conference 2023. The conference, titled "The Philippines, the Heart of CX," will be held in the Dusit Thani Mactan in Lapu-Lapu City, Cebu, from July 26 to 28, 2023.
Mickey Ocampo, President of CCAP, demonstrates how Generative AI automates and improves many parts of customer contacts, such as chatbots, virtual assistants, and automated email responses. This technology boosts agent productivity by automating operations that used to require manual labor, such as accessing CRM systems or knowledge bases.
Also Read: CCAP members unite behind IT-BPM industry strategy; 1M new employments are expected.
Rosario Cajucom-Bradbury, Managing Director of CCAP, discusses the advantages of Generative AI Assist in enhancing call agent efficiency, productivity, and resolution. The Philippines can maintain its position as the 'heart of CX' while meeting or exceeding growth expectations by combining the power of Generative AI with the intrinsic service orientation of Filipino agents.
According to Pushkar Misra, President & CEO of HGS (Hinduja Global Solutions) and CCAP Board Director, generative AI also presents prospects for higher-complexity occupations. The technology stresses the necessity of industry talent upskilling and reskilling.
The 2028 IT-BPM Roadmap aims for an annual revenue target of $59 billion, with CCAP-member companies expected to contribute $49 billion. The vision also includes a goal of 2.5 million full-time employees and a 40% increase in rural areas. The impact of generative AI on industry figures is expected during the next two to four years.
Contact the CCAP Secretariat Office at +63 2 8843-0603 or visit https://ccap.ph/ for additional information on the Contact Islands Conference 2023.