KINGSTON, Jamaica— Artificial Intelligence is transforming the local business process outsourcing (BPO) sector as is evidenced by the unveiling of ‘itelligence’ by itelbpo.

Itel unveiled its newest technological innovation which it describes as a state-of-the-art platform powered by AI at its modern Kingston facility.

The company sought to assure that it will use AI to “enhance efficiencies within its contact centre operations and augment the performance and capabilities of human agents”.

Speaking at the launch, itel’s founding chairman and chief executive officer (CEO), Yoni Epstein stressed that AI is not about job loss, but job transformation.

“Our focus is human enhancement, giving human agents the information they need to work faster and with greater accuracy, while upskilling the nearshore workforce. We are creating a way forward for career building with agents who are less bogged down by mundane tasks and can focus on building specialisations and advance in the industry,” Epstein said.

The intimate launch event hosted representatives from the local media, as well as leading members of the private and public sectors, to demonstrate how AI is changing things for the better in the BPO industry.

“We are using AI to make our business more efficient,” stated Epstein, “It’s about adopting, adapting, evolving and utilising technology to become, not just a provider of human capital, but also technology capital.”

The highlight of the launch was video presentations centered around the new platform’s features and benefits, including the ability to quickly analyse data across a wider sample pool, then push out the information in real-time, leading to prompt interventions that allow for real-time coaching and training opportunities.

Epstein said the decision to develop the technology in-house came about because it gave the company a greater ability to serve clients and meet regulatory requirements than using third party solutions.

“By training the AI to transcribe and analyse call data using the Caribbean accent, there is also a greater level of accuracy in the insights produced by the ‘itelligence’ platform,” he said.

Itel is also anticipating that the technology will give it a leading edge over competitors and other BPO destinations because of the added value it is now able to provide to its clients.