Status : Verified
| Personal Name | Sencil, Jim Paul C. |
|---|---|
| Resource Title | The Call Center Industry in the Philippines in the era of artificial intelligence: a technology foresight through scenario building |
| Date Issued | 23 January 2024 |
| Abstract | The emergence of Artificial Intelligence (AI) holds significant implications for various industries, notably in the industry call centers. This study focuses on a scenario-building initiative to go into the prospective futures of the Call Center Industry in the Philippines, with a focal point on the year 2028. As AI continues its evolution, a pivotal question arises: how will its widespread adoption influence the trajectory of the call center sector in the Philippines? This study centers on the core issue of solving future scenarios for the Call Center Industry in the Philippines amidst the growing impact of Artificial Intelligence. The research involves identifying and evaluating factors that may reinforce or hinder the industry's advancement, creating a comprehensive portrayal of the likely landscape by 2028. The primary objective is to interpret how the integration of AI will change the industry's dynamics, given: What potential challenges might the Philippine call center industry face in an AI-dominated landscape? This research has three main objectives: firstly, to thoroughly understand the factors affecting the future of the call center industry with the rise of AI; secondly, to create story-like scenarios imagining how AI could be integrated into the Philippine Call Center Industry by 2028; and finally, to carefully assess the consequences and weaknesses in these scenarios. By achieving these goals, the study aims to provide decision-makers with useful tools to navigate the changing landscape and promote a call center industry that can adapt and thrive. The research introduces three distinct scenarios—SMARTS, ACCELERATE, and EPILOGUE—each portraying a different story for the future of the call center industry. SMARTS highlights the importance of enhancing workforce skills, imagining a future where Filipino call center professionals progress alongside AI. ACCELERATE positions the Philippines as a leader in AI innovation through cooperative learnin |
| Degree Course | Master of Technology Management |
| Language | English |
| Keyword | Artificial intelligence; BPO; Call Center; Technology foresight |
| Material Type | Thesis/Dissertation |
Preliminary Pages
103.75 Kb
Category : F - Regular work, i.e., it has no patentable invention or creation, the author does not wish for personal publication, there is no confidential information.
Access Permission : Open Access