BPO workers 'upskill' to beat looming robot threat

MANILA - Filipino business process outsourcing workers are upgrading their skills to prepare for the growing use of artificial intelligence, an industry group said. Call center agents are being trained for higher-paying jobs that require critical thinking, and complex decision-making, Jay Santisteban, operations director of the Contact Center Association of the Philippines (CCAP), told ABS-CBN News. Filipinos are also in a "very good spot" with BPO clients because of their capability to learn and adapt quickly to new situations, Santisteban said. But what we're doing is we're trying to upskill," Santisteban said. In a few years baka maiwanan ang trabaho na repetitive," he said.