ChatGenie AI framework to boost PH BPO sector

ChatGenie's new AI-powered multi-agent framework aims to transform the Philippine BPO industry by automating routine customer service tasks, allowing human agents to focus on more complex issues.

The framework leverages advanced AI models like OpenAI's GPT-4o and Meta's Llama 3.1 to handle tasks such as identifying queries, classifying issues, filtering messages, and refining responses.

This technological advancement enables a hybrid workforce model where AI manages a significant portion of customer interactions.

ChatGenie CEO Ragde Falcis stated that the goal is not job elimination but an elevation of agents' roles, allowing them to utilize their critical thinking and empathy for more challenging scenarios.

Falcis emphasized that this shift will lead to greater operational efficiency for businesses and career growth opportunities for employees.