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In Manila, the world’s customer service capital, early adoption of AI a sign of things to come
Some workers will survive through a mix of skill, grit and luck, but many are less fortunate.
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Employees at a call centre in Cebu, the Philippines. Artificial intelligence tools have started handling tasks traditionally performed by humans in this sector.
PHOTO: BLOOMBERG
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MANILA - “My agents handled fewer complaints from customers after the airline company I was with started using an artificial intelligence chatbot,” Ms Melanie Mae Caluya, a call centre director, recalls.
The development disturbed her, for nothing beats the reassurance that a human call centre agent can give to passengers worried if their cancelled flights would actually be rebooked.
