Daven Tamayo

BPOs now looking at using agentic AI to improve processes: Amazon

Article (news)

Benise Balaoing

ABS-CBN News

MANILA — Business process outsourcing (BPO) firms are now exploring the use of agentic artificial intelligence (AI) to improve their processes, an executive at Amazon Web Services (AWS) said.<div><a href="https://www.abs-cbn.com/news/business/2025/5/21/ph-faces-tough-competition-in-call-center-industry-as-other-countries-tap-ai-1913" rel="noopener noreferrer" target="_blank">PH faces tough competition in call center industry as other countries tap tech, AI in voice service</a></div>Speaking at a media briefing, AWS Philippines country manager Precious Lim said the use of artificial intelligence among Philippine businesses has grown 50 percent year-on-year. Some 64 percent of Philippine businesses using AI have also seen improved revenue growth, and AWS expects the Philippine AI market to reach $3.5 billion by 2030.&quot;Our BPO sector is super important. They&#x27;re not just providing voice and contact center services right to customers around the globe, but also around legal, software development, animation, banking, back office services, right? So they are also looking at ways to apply agentic AI so that these processes can be done faster,&quot; she said.&quot;And our human capital, our Filipinos that are employed by these BPOS, right, can up level the value that they provide their customers,&quot; she explained.&quot;A lot of initiatives coming from last year are around customer experience, transforming the customer experience by the use of AI, use of chatbots,&quot; Lim said when asked about how Philippine businesses use AI.&quot;However, fast forward to today, and especially for those organizations that have been experimenting and I&#x27;m launching their use cases for AI, for quite some time, we&#x27;ve seen these organizations to now be at the stage where they...already have decision criteria in terms of which AI initiatives are really bringing them increased productivity or operational efficiency.&quot;&quot;So that they can decide which ones to scale,&quot; she explained.

BPO firms are now exploring the use of agentic AI to improve their processes, an executive at Amazon Web Services said.

BPO firms are now exploring the use of agentic AI to improve their processes, an executive at Amazon Web Services said.