菲律宾信息技术与业务流程管理行业中的AI应用分析

AI in the PhilippineInformation Technologyand Business ProcessManagement Sector The Asian Productivity Organization(APO) is an intergovernmentalorganization that promotesproductivity as a key enabler forsocioeconomic development andorganizational and enterprise growth.It promotes productivityimprovement tools, techniques, andmethodologies; supports the NationalProductivity Organizations of itsmembers; conducts research onproductivity trends; and disseminatesproductivity information, analyses,and data. The APO was established in1961 and comprises 21 members. Bangladesh, Cambodia, Republic ofChina, Fiji, Hong Kong, India,Indonesia, Islamic Republic of Iran,Japan, Republic of Korea, Lao PDR,Malaysia, Mongolia, Nepal, Pakistan,Philippines, Singapore, Sri Lanka,Thailand, Turkiye, and Vietnam. AI IN THEPHILIPPINEINFORMATIONTECHNOLOGY ANDBUSINESS PROCESSMANAGEMENTSECTOR PRODUCTIVITY ANALYSISAI in the Philippine Information Technology and Business Process Management Sector Dr. Peter L. U, Mary Grace R. Agner, Gregorio A. Mabbagu, and Nikka C. Pesa wrote thispublication. First edition published in Japanby the Asian Productivity Organization1-24-1 Hongo, Bunkyo-kuTokyo 113-0033, Japanwww.apo-tokyo.org © 2025 Asian Productivity Organization The views expressed in this publication do not necessarily reflect the official views of the AsianProductivity Organization (APO) or any APO member. All rights reserved. None of the contents of this publication may be used, reproduced, stored,or transferred in any form or by any means for commercial purposes without prior writtenpermission from the APO. Designed by Samvac LLP CONTENTS ACKNOWLEDGMENTSV EXECUTIVE SUMMARYVII INTRODUCTION1 BACKGROUND ON PHILIPPINE ECONOMY ANDTHE IT-BPM SECTOR3 DATA AND SOURCES ON THE IT-BPM SECTOR10 IT-BPM Challenges in Training and Skills Development30The Philippine Skills Framework for Analytics andArtificial Intelligence40Philippine Higher Education System Status of Digital Infrastructure,AI Utilization and Adoption, and College Degree Preference42Statistics on College Enrollment, Higher Education GraduationRates, and Government Budget Allocation for the PhilippineEducation Sector44 BRIEF SURVEY BACKGROUND ON THE GLOBAL IT-BPM MARKET47 History of the IT-BPM Sector47Benefits and Downsides of Call Center Work51AI: Hype or Premature Promise?52 SURVEY OF LITERATURE55 Review of Economic Theory on Productivity55What is AI and Generative AI?57Literature Review on the Possible Impact of AI on IT-BPM59 What Is the Impact of AI on Work?62What Jobs or Tasks May Not Be Easily Done by AI or GenAI?62The Future of the Philippine Workforce66The Philippine National AI Strategy Roadmap68 INTERVIEW RESULTS72 CONCLUSIONS AND RECOMMENDATIONS78 REFERENCES82 LIST OF TABLES97 LIST OF FIGURES98 LIST OF ABBREVIATIONS99 LIST OF CONTRIBUTORS100 ACKNOWLEDGMENTS The research team appreciates and wishes to acknowledge the help of resourcepersons who gave their valuable time to share their thoughts and materialsabout the information technology and business process management sector. Weespecially thank Cyrus Paolo Buenafe, Faculty and Chair of the University ofAsia and the Pacific’s Department of Information Science and Technology;Joey Chan, Founder of Cloud Jedi Solutions; Mario Domingo, Global ChiefTechnology Officer of UBX Philippines and Director of the Ateneo Institutefor the Digital Enterprise; David Leechiu, Chief Executive Officer of LeechiuProperty Consultants Inc. and Board Trustee of the IT and Business ProcessAssociation of the Philippines (IBPAP); Dominic Ligot, Founder of CirroLytixand Head of AI and Research at the IBPAP; Jack Madrid, President and ChiefExecutive Officer of the IBPAP; Karl Lyndon Pacolor, Officer-in-ChargeAssistant Director of the Bureau of Policy Research and Innovation, Departmentof Trade and Industry; Nonna Parrilla; Nilo Parrilla, Animation Director andMotion Graphic Designer; and Sherwin Pelayo, Executive Director of theAnalytics & Artificial Intelligence Association of the Philippines. The research team is also very grateful to the APO and its editorial team fortheir support and crucial editorial work. Lastly, the research team thanks itshome institution, the University of Asia and the Pacific, for providing the teamwith its facilities and a conducive environment for research and teaching. EXECUTIVE SUMMARY Generative AI (GenAI) has captured public imagination in recent years withthe unveiling of ChatGPT and similar AI tools. Because they seem able toperform many tasks like a human (understanding language, generating digitalcontent, solving complex mathematical equations, and more), concern is risingover their possible impact on employment. This is of particular concern to theinformation technology and business process management (IT-BPM) sector inthe Philippines, which constitutes a large share of the Philippine economy andemployment. This was the primary impetus for this research. The first part of the pape