Technology is rapidly changing the workforce landscape. In time, advances in technology such as Artificial Intelligence (AI) will soon make labor obsolete.
But for Sudhir Agarwal, global CEO of Everise, a customer experience company, technology should not be feared but celebrated. He believes that the workforce will benefit from AI. It is the key to a more productive, happier future where mundane jobs will be a thing of the past, and society will be more equal and prosperous.
During the 2019 CX Asia Week held in Singapore, he confidently said that there would be more job opportunities because of AI and technology.
“I think there will be more and more jobs that’ll be created just because of technology and AI, over the course of 10 years,” Agarwal said.
Even today, the BPO market is already predicted to hit USD$262.2 billion on a global scale by 2022, with the Asia-Pacific region getting a major share of the growth by 8.5%. Asian countries like Malaysia and Philippines are banking on their BPO industries with Malaysia’s BPO now expected to reach US$1.4 billion in 2021 and the Philippines BPO sector projected to generate around USD$40 billion in revenue by 2020.
Agarwal believes that the collaboration of technology and the human workforce is the reason behind the growing revenue in the contact center industry. Hence, the importance of adopting AI and other emerging innovations for BPO companies.
“I don’t think technology will replace people, but I think people will have to up-skill themselves. People have to embrace technology to become more efficient and do work faster,” Agarwal said.
“The ability to use your brain and make a decision should still be done by people. At the end of the day when it comes to problem-solving, people like to talk to people, not machines,” he added.
As more and more customers demand faster solutions to their problems, leveraging CX technology to improve the efficiency of the human workforce is important for businesses to thrive.
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