"It's a nervy time to be a frontline worker in a call center or back-office hub. Startups are advertising 'AI employees' and the likes of venture capital firm Andreessen Horowitz are talking of AI ' productizing and unbundling ' the business process outsourcing (BPO) sector that executes the core functions of corporations around the globe. No doubt customer service, HR, and IT workers in the industry are wondering how their employers will respond-and whether their livelihoods are at risk."
"Alan Winters, TP's global chief privacy and data ethics officer, and until very recently its chief people officer, says that some employees worry about being displaced by AI, but the key is to be transparent about what you're using AI for and why. 'People need to understand what's happening. They'll make the decision they need to for themselves, but the more they understand, the less fearful of change they will be,' he explains."
Nervy times face frontline BPO workers as startups advertise 'AI employees' and investors discuss productizing and unbundling the sector, raising livelihood concerns. Teleperformance, a €10.2 billion company with 500,000 employees, ranks 16th on Fortune's Europe list by maintaining a human-centric culture while integrating AI into internal and client-facing processes. Some employees worry about displacement; transparency about AI use and purpose reduces fear. Brutal honesty about unknowns is advised. AI is positioned to automate efficiency tasks, assist or augment human roles, and reallocate resources to interactions demanding empathy and personal connection.
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