AI to reshape, not displace BPO workforce

Minister of State in the Ministry of Industry, Investment and Commerce Delano Seiveright believes artificial intelligence (AI) will reshape Jamaica’s business process outsourcing (BPO) sector, but not displace the human workforce that underpins it.

Speaking at the launch of the Portmore Incubator and Linkages Forum at the Informatics Park on Wednesday, Seiveright said the sector remains a critical pillar of the economy and an important source of foreign exchange. The event was hosted by the Global Services Association of Jamaica (GSAJ) in partnership with JAMPRO and the Port Authority of Jamaica.

He described the Jamaica Global Digital Services Sector – formerly the BPO industry – as one that connects the country directly to global markets and major brands while developing human capital. “The sector is not just about outsourcing services; it is about integrating Jamaica into the global digital economy,” Seiveright argued. “It brings valuable foreign exchange into the country while creating meaningful employment opportunities, particularly for young Jamaicans.”

The industry employs more than 50,000 Jamaicans, making it one of the country’s largest providers of youth employment.

Addressing fears that artificial intelligence will replace workers, Seiveright rejected the notion and noted that AI is already embedded in daily operations.

“Artificial intelligence is not a future concept; it is an operational reality,” he said. “It is already reshaping customer experiences, back-office processing, analytics, compliance and workforce planning.”

He cautioned, however, that the technology must be approached strategically. “There is hype and there is reality,” Seiveright said. “The hype says AI will wipe out call centres. The reality is that AI will automate routine transactions and low-complexity interactions, but it will also elevate the importance of human judgement, complex problem solving, emotional intelligence and trust-building, especially in high-stakes environments.”

Jamaica’s competitive advantage, he argued, will come not from adopting AI superficially, but from integrating it effectively. “The real competitive edge is not simply adopting AI, but adopting it well – integrating it into workflows, governance, training and performance management,” he added.

Citing two recent studies on the future of work in the global services sector, Seiveright said Jamaica should use the technology to strengthen rather than sideline its workforce. “The important message for Jamaica is that AI should be used to elevate our workforce, not marginalise it,” he said.

According to the minister, Jamaica must therefore sharpen its focus on productivity, service quality and trust. “What AI means for Jamaica in real terms is that we must compete on productivity, quality and trust – not on price alone. It also means we must accelerate skills development across the sector,” he said.

The new Portmore incubator is intended to support the growth of emerging outsourcing firms by providing office space, equipment and linkages to industry partners. The initiative was funded by the Inter-American Development Bank, which financed the civil works; the Port Authority of Jamaica provided the facility and interior finishes, while the GSAJ supplied the equipment.

A similar 220-seat incubator already operates in Montego Bay and has supported the growth of 15 companies within Jamaica’s outsourcing industry.

Source: The Gleaner