ChatGenie unveils AI multi-agent framework for BPO productivity

MANILA, PHILIPPINES – Filipino customer engagement solutions startup ChatGenie unveiled its AI-driven multi-agent framework for the BPO sector.

It uses various AI models, such as OpenAI’s GPT-4o and Meta’s Llama 3.1, to perform essential operational tasks. 

READ: How AI is changing call centers in the Philippines

These include query identification, issue classification, message filtering, and response refinement. 

The framework allows BPOs to adopt a hybrid workforce model. AI agents handle most customer interactions while humans address complex, high-touch cases. 

Also, AI agents can perform complex tasks, make autonomous decisions, adapt to unknown variables, understand, and plan via large language models (LLMs).

The ChatGenie platform integrates with popular messaging tools like Facebook Messenger and Instagram to streamline customer engagement. 

Research reveals 46% of workers worry their jobs will become redundant in the next five years. Moreover, 29% fear this transition could happen sooner. 

Ragde Falcis allayed these fears, saying: 

“This isn’t about job losses. It’s about elevating agents to focus on their intellectual edge — tackling complex scenarios that require critical thinking and human empathy.”

“In this way, we help businesses operate more efficiently while enabling employees to grow in their careers.”

“By implementing AI agents, we’re not replacing people. We’re empowering them to focus on more meaningful, complex interactions, elevating the entire BPO industry to new heights.”