Big Take Asia Podcast

Humans and AI Bots Blur in the World's Call Center Capital

On today’s Big Take Asia podcast, how AI is changing call centers in the Philippines and what it could mean for jobs around the world.

Call center agents at the [24]7.ai, Inc., in Taguig City, Metro Manila, Philippines, on Wednesday, April 24, 2024.Photographer: LISA MARIE DAVID

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By Rebecca Choong Wilkins, Yang Yang, Naomi Ng, and Alexander Sugiura

August 27, 2024 at 9:23 PM UTC

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Call centers in the Philippines, the world’s second-biggest outsourcing center after India, are embracing artificial intelligence - and it’s radically changing what it looks and sounds like to work there.