Renso Bajala didn’t expect a machine to help decide whether he kept his job.
In 2024, the 22-year-old Makati City native was on probation in a customer relations role for a US credit card company when he learned that becoming a regular employee would involve impressing a new gatekeeper: artificial intelligence.
The AI analysed his tone, delivery and keyword usage, scoring each interaction for sentiment and customer experience. No one had mentioned it during training.
“I was a new hire, and…University of the Philippines, International Labour Organization, IT & Business Process Association of the Philippines, Makati City, Philippine Institute for Development Studies, ChatGPT, artificial intelligence, National AI Strategy Roadmap, BPO, Philippines, Nexidia, AI, BPO Industry Employees Network, US, Metro Manila#Philippines #reckoning #puts #million #jobs #line1771028251
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