Skip to player
Skip to main content
Search
Connect
Watch fullscreen
Like
Bookmark
Share
More
Add to Playlist
Report
Can call centers survive the AI revolution?
DW (English)
Follow
2 days ago
Over 17 million people work in call centers worldwide, but AI is rewriting the rules. As automation accelerates, offshore hubs like India and the Philippines face the greatest disruption.
Category
🗞
News
Transcript
Display full video transcript
00:00
Can call centers survive the AI revolution?
00:03
Over 17 million people are employed in call centers worldwide,
00:08
many of them supporting customers in European and US markets.
00:12
In India, about 3 million people provide customer support
00:16
and other back office operations for foreign firms such as Microsoft, Walmart or Shell.
00:23
India and the Philippines are major business process outsourcing markets
00:27
with the US taking the lead.
00:30
But constant advancements in AI technology
00:32
are driving foreign firms to consider cheaper alternatives.
00:36
According to the International Monetary Fund,
00:39
over 25% of jobs in India are considered to have high exposure to AI.
00:45
And call centers in such emerging market economies
00:47
risk being replaced by AI-driven solutions.
00:51
In the Philippines, nearly 2 million jobs in the BPO sector
00:54
are on the line due to the rise of AI.
00:57
Major players that first outsourced call centers to Asia
01:01
are now relying more on AI tools to cut labor costs,
01:05
stay competitive and defend their business models.
01:08
But not everyone wants to talk to a bot.
01:11
In the US, lawmakers have proposed a bill
01:13
to keep call center jobs in human hands.
01:17
And researchers predict that the EU could introduce
01:20
a right to talk to a human by 2028.
Be the first to comment
Add your comment
Recommended
8:00
|
Up next
The AI Revolution: How will AI impact the business world?
euronews (in English)
2 years ago
1:19
How is AI changing the way we work?
DW (English)
1 year ago
1:00
Are you concerned about the rise of AI?
National World - LocalTV
1 year ago
3:53
AI is revolutionizing policing but at what cost?
DW (English)
1 year ago
1:29
Do you think AI could do your job?
Fortune
1 year ago
6:11
Can India's water-stressed cities sustain AI data centers?
DW (English)
3 months ago
16:13
The worker and the future of AI-powered work in Malaysia
AWANI
10 months ago
1:14
AI to Reshape 90% of Jobs, Says Top US Bank
WooGlobe
3 months ago
11:13
What is the key factor in how quickly you get promoted and how can AI help?
euronews (in English)
1 year ago
1:44
Banks using AI to help assess home loans while call centres may soon be automated
ABC NEWS (Australia)
1 year ago
0:46
Should you be polite to ChatGPT and AIs?
Fortune
7 months ago
16:03
AI’s role in driving business efficiency
AWANI
1 year ago
8:00
Automation, algorithms and the need to adapt: How AI is reshaping the world of work
euronews (in English)
2 years ago
1:58
Can AI make mistakes?
DW (English)
1 year ago
0:58
Do top execs think AI might take their jobs
Fortune
3 months ago
1:07
OpenAI Needs $207B to Build Its AI Empire — But Can It Survive That Long?
WooGlobe
2 days ago
1:13
AI Is Coming for These Jobs – Is Yours Safe?
WooGlobe
2 months ago
1:07
Is AI Taking Your Job or Creating a New One?
WooGlobe
3 months ago
7:29
MWC 2025: YTL’s breakthroughs in AI and digital transformation
AWANI
10 months ago
1:39
The rise of AI: Which jobs are most at risk of automation?
Australian Community Media
3 years ago
12:35
Ai Revolution: Will Malaysia’s workforce sink or swim?
AWANI
9 months ago
1:00
Is AI putting Birmingham jobs at risk?
Local TV
7 weeks ago
0:52
Will AI take your job?
Fortune
6 months ago
2:11
Veteran archer Juwaidi sees a silver lining
The Star
14 hours ago
2:52
Preschool curriculum in 2026 to focus on reading practices, says Fadhlina
The Star
14 hours ago
Be the first to comment