Interesting take on AI replacing PH BPO jobs

Saw this on Twitter earlier. A former Uber CS lead says that the PH BPO industry has about 3 years before AI seriously disrupts it.

Some of the numbers he shared:

- 1.7M Filipinos work in call centers. $38B industry.

- Klarna's AI handled 2.3M conversations in its first month and replaced the work of 700 agents.

- Dukaan replaced 90% of support staff with AI.

- Teleperformance lost 25% of its stock in one day after the Klarna news.

- He says he has an AI assistant running on a Mac Mini on his desk that does what a small CS team used to do.

He also points out there's basically no government plan for this. TESDA is teaching MS Office while companies are rolling out AI that handles thousands of interactions simultaneously.

Full post here: https://x.com/pos2only/status/2024348270924120481

For the people working in BPO right now, are you seeing changes already?