The outsourcing industry has been a significant contributor to the Philippine economy for many years. In 2020 alone, the sector is reported to employ over 1.3 million people – proving its huge role in the country’s economy.
The industry has definitely progressed throughout the years, and one of the most significant changes in recent times is the impact of artificial intelligence (AI).
In this article, we will explore the impact of AI on the Philippine outsourcing industry and the roles of experienced talents in digital transformation.
We also featured Inge Zwick, the Executive Director of Emapta Offshore Staffing.
Impact of AI on the outsourcing industry
AI has definitely made an impact on the BPO industry (so far), as it has the potential to automate tasks previously performed by human workers – resulting in increased efficiency and cost-effectiveness.
AI has also improved the accuracy and speed of data processing, which is essential in the outsourcing industry.
In the 438th episode of the Outsource Accelerator Podcast, Emapta Offshore Staffing’s Executive Director shared her insights on the topic.
According to Inge, there are concerns about the impact of AI and its potential to replace human workers. However, she said experienced talents can still play a crucial role in implementing and optimizing these technologies.
“But when we speak to our customers, we have the experience, and we’ve seen how new technologies are generally implemented in businesses, what the process is for…
We’re not really worried, in the sense that roles might change, but the requirements for great talent will remain.”
Leveraging outsourcing for technology implementation
Utilizing global staff for technology implementation has become increasingly crucial in today’s rapidly-evolving business landscape.
Further, Inge’s podcast episode dabbled on the need to implement new technologies into existing processes across industries, requiring people with suitable expertise.
“That’s where I believe outsourcing does come in outsourcing, you can afford to have really great senior experienced resources, who can help with that implementation.
And then once the implementation of the technology has been achieved, these are still experts in their field who can then optimize other processes. So rather than a threat, it’s more of an evolution of the roles,” said the Emapta Executive Director.
By leveraging outsourcing, organizations can tap into a pool of talented professionals with the necessary skills to drive successful technology integration initiatives.
The podcast discussion also emphasized the role of outsourcing in facilitating the implementation of new technologies and the optimization of existing processes.
Then once the technology implementation phase is accomplished, these outsourced experts can continue to make valuable contributions by optimizing other processes within the organization.
This evolution of roles showcases the transformative power of outsourcing, as it not only addresses immediate implementation needs but also offers ongoing expertise for continuous process improvement.
Contrary to being seen as a threat, outsourcing allows businesses to adapt to the changing landscape by efficiently incorporating new technologies.
By partnering with outsourcing providers, organizations gain access to experienced resources who possess the domain knowledge and skills required for successful technology implementation.
Collaborating AI and outsourced talent
As the integration of AI continues to reshape industries, understanding how to effectively collaborate with AI technologies can greatly benefit the offshore outsourcing industry.
Relatedly, Inge highlighted the “unique” value that experienced outsourcing talent in the Philippines brings to the table.
“Many of our candidates and team members have a unique ability to learn a new process, but also link it back to similar processes they’ve done before…
[They can] identify the best one and [suggest] on which way would be most suitable for those companies…,” Inge noted.
Inge said that while “there is not yet a huge demand” for these professionals, it is “growing.”
She said companies open to exploring this option are often early adopters, such as younger startups or organizations that already have a diverse workforce and have moved beyond concerns about cultural differences.
“It’s really exciting to see it work, and to see it really succeed when you see them with the senior leadership providers…”
Overall impact of AI on the industry
With AI, routine and repetitive tasks can be automated, freeing human resources to focus on more complex and strategic initiatives. This allows outsourcing companies to deliver faster turnaround times and improve overall productivity.
AI-powered chatbots and virtual assistants have also greatly improved customer service, providing round-the-clock support and quick responses to inquiries.
Further, AI has facilitated seamless collaboration between geographically dispersed teams. With cloud-based platforms and AI-powered communication tools, outsourcing professionals can work together in real-time, breaking down geographical barriers and creating a global workforce that operates harmoniously.
So far, AI has elevated operational efficiency, customer service, data analysis, innovation, and collaboration.
As AI continues to advance, the outsourcing industry can embrace the opportunities it presents and leverage AI technologies to further enhance its capabilities and deliver exceptional value to clients.
To learn more about Inge Zwick and Emapta, visit their website at https://emapta.com/