Filipino BPO workers are facing a growing presence of AI in their roles, with tools analyzing speech, sentiment, and performance metrics, reshaping how work is done in the industry.
Renso Bajala, a former call center employee, described AI scoring as unfair and context-blind, forcing workers to adapt unnaturally to satisfy algorithms.
Experts say AI is not replacing jobs outright but is augmenting tasks, pushing companies to focus on higher-value services and digital skills, while entry-level roles are increasingly redesigned.
The Philippine government has launched initiatives to upskill workers and implement an AI strategy, but employees remain anxious about how displaced roles will transition.
Industry leaders stress that success will depend on combining AI with human skills, reskilling programs, and concrete career pathways to ensure sustainable employment.
Source: PhilNews24 | February 16, 2026
