Emerging technologies, such as AI language models like ChatGPT, is one of several hot topics to be discussed in the Contact Center Association of the Philippines’ (CCAP) Contact Islands Conference that will happen in July 26 to 28, 2023 at Dusit Thani Mactan in Cebu City.
To CCAP Managing Director Rosario Cajucom-Bradbury, the likes of ChatGPT and Generative AI are not new to the information technology and businesss process management (IT-BPM) industry. And currently, many BPO companies are using general AI that is tailored fit to their operations.
“During my time in terms of planning and operations, we used to call it re-engineering the business model,” she explained. “It changes the business model, the process, and the information flow. When we do re-engineering, people thought they will lose the job because we’re changing the job description, the flow, there’s automation.”
Similarly, CCAP President Mickey Ocampo said examples of Generative AI that automate and enhance different qualities of customer interactions are chatbots and virtual assistants.
Cajucom-Bradbury added that BPO compnies that are using Generative AI are able to train new talents within a short period of time “New employees usually take six months to have its learning curve. But with the use of Generative AI, it has been proven that it will take only two months now for them to become employees with high proficiency, efficiency and productivity. And with that, it increases the capacity of the company and can accommodate more markets.”
She further clarified that using Generative AI can be used by IT-BPM companies as an investment to train new talents or upskill their existing employees and enhance customer experience.
With this year’s theme ‘The Philippines, the Heart of CX,’ the conference aims to give members of the association the opportunity to be updated with emerging trends through the help of leaders and decision-makers in the IT-BPM industry
For more information and inquiries, contact the CCAP Secretariat Office at +63 2 8843-0603 or visit https://ccap.ph/.