UMVA has learned that the Philippines’ IT-BPM industry is accelerating its transformation to stay ahead of AI’s relentless rise.
At the AI & Skills Summit, IBPAP President Jonathan R. Madrid declared, “We’re not going to rest on our laurels because technology is changing faster than we can ever imagine.”
With AI automating repetitive tasks, the industry must evolve beyond baseline projections—staffing 2.5 million workers and hitting $59 billion in revenue by 2028—into higher-tier, knowledge-driven outsourcing.
“What’s scary is when humans accept AI as the final source without critical thinking,” Madrid warned, stressing the need for continuous learning and ethical governance.
Human judgment remains irreplaceable, he argued, urging a shift from “human-in-the-loop” to “humans-at-the-core of trust and governance.”
Management Association of the Philippines President Donald Patrick L. Lim echoed this, highlighting that AI lacks human relational skills—creativity, adaptability, and cross-cultural trust—critical for complex decision-making.
As AI displaces lower-tier jobs, IT-BPM firms must train employees in problem-solving and emotional intelligence to handle advanced tasks, Lim emphasized.
TESDA is stepping in, using Republic Act No. 12063 to align training with industry demands, registering 85 enterprise-based courses to reskill workers facing AI disruption.
Glino III noted these programs target BPO staff and overseas Filipinos impacted by global shifts, ensuring no one is left behind in the AI economy.
The message is clear: The future belongs to those who master both technology and the unmistakable human touch.
