Exploring AI & Automation – with Dom Procter of Outsourced Staff

The topic of AI is not a stranger to the podcast, but for this episode, it dominates the entire conversation. 

Derek speaks again with Dom Procter, Founder and CEO of Outsourced Staff. Dom is wholeheartedly embracing AI integration into his company and he’s excited to share his experience. 

Outsourced Staff

Dom refreshes us on who he is and what his company brings. 

“I’ve been working and living on and off in the Philippines for over 10 years. I’ve had about 800 staff in that time and I have a bit of a focus I guess on working with regards to tech or digital roles. 

We’re a slightly different outsourcing company where we look at automation, AI and resources as a total solution.”

While Outsourced Staff does provide cost-effective staff from the Philippines, as the name indicates, their methods lean heavily toward automation. 

“If we can automate or we can use AI or some type of technology that is then controlled by our staff in the Philippines, then let’s do it.”

Dom offers a hybrid solution.

“AI is not suitable for every role and not suitable for every company. So when we talk to a new client we just take a look and go, ‘Okay, can AI be used there or is it just not possible?”

He makes clear that AI should be used more as a tool and not to replace people. 

“I’m not looking to replace all of our staff. It’s just not good for anyone. It’s not good for business, it’s not good for the Filipino people. But there are roles and generally they are the more automated roles that will be replaced.”

Establishing AI operations in outsourcing

When given an AI tool, it’s important to find the niche that you can excel with it in. For Dom and Outsourced Staff, this lies in conversational AI. 

According to him, the trick lies in what happens around the AI call. 

“[The AI] does 30% of the job, but then it’s what happens after that call and when you’ve got the deep integrations into other back office systems, that’s where you get the efficiencies.”

Asked on whether he sees AI-only operations in the near future, Dom replies that learning is the key. 

“We genuinely have an ethical responsibility to not put everyone out of work. So that’s why [we have the] whole upskilling.” 

He acknowledges that plenty of roles and industries will be disrupted, which is why it’s important to prepare now. 

“It was like when the Internet started, it was a scary thing and AI, we’re there at the moment and it’s really ramping up and we will get used to it and we will find other roles that will be created because of this change.

And that’s where we’re positioning ourselves as a business, is to help accommodate those newer roles and upskilling our staff so that they can not be displaced.”

Mainstream response to AI 

While he’s open to introducing the technology into his business, Dom is aware that not everybody is as welcoming. 

“There still is definitely a resistance. Everyone’s really interested in AI and it’s that sort of bright shiny ball, but they’re not, they’re not buying.”

He’s also very realistic when communicating to clients that just because AI is here, doesn’t mean it’s able to do everything. 

“Based on what it’s currently now, technology can’t do everything. And that’s why you have these agentic teams.”

He thinks that it helps to have an open mind whatever new developments may come. 

“It’s still not being implemented as much as I think the media makes out, but it is changing rapidly. So you’ve got to be aware of it and, you know, you can’t stick your head in the sand.

You’ve got to be knowledgeable and educate yourself and use the tools that they’re giving us.”

You can learn more about Outsourced Staff and its remote solutions, you can visit the website here. You can also reach out to Dom via his LinkedIn profile or his email at [email protected]. 

As always, for any questions regarding Outsource Accelerator, you may drop us a line at [email protected].