The pandemic has prompted businesses to adopt automation. Prior to the outbreak the use of chat and AI bots was at less than 10% of the time. This has increased to 25% and could grow to 35% by the end of the year. This shift to employing AI Bots threatens outsourcing companies like those based in the Philippines where 9% of the economy relies on outsourcing. However, some local industry leaders believe that this will not be an industry-killer type especially with the more complicated voice calls and chats. The current teams do not only answer inquiries but also identify areas and address where there are digital gaps.
