"This anecdote was shared by Elise Montano, director for measurement and impact at Caribou, while speaking about the tension between AI and work at the Mozilla Festival in Barcelona, Spain. "Nora is an example of living at the cutting edge of this tension," Montano told attendees. As part of a wider research project, Caribou interviewed 20 BPO workers in the region. Every one of them reported using AI everyday, Montano noted, and they are worried about its impact on their jobs."
"Montano noted that BPO tasks are 68% filled by young people, and 50% of the tasks in entry-level positions are ripe for automation versus 4% in more senior roles. "AI is starting to remove the first rung of the career ladder," she said. But at the same time, she added, AI is also raising expectations of what skills workers will have. "The second rung of the ladder has moved up for many people.""
Nora works in Uganda in business process outsourcing (BPO) and has used AI to cut call wait times from ten minutes to two, but she fears job loss. A research project interviewed 20 regional BPO workers and found universal daily AI use and anxiety about employment impacts. BPO roles are 68% filled by young people; 50% of entry-level tasks are automatable compared with 4% in senior roles. Women and rural workers face high automation risk. Most workers self-teach with unapproved tools, leaving enterprises to address training and shadow-AI use.
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