PAJ says Jamaica’s BPO sector gearing up for AI-driven future

WESTERN BUREAU:

Gloria Henry, vice-president for business process outsourcing (BPO) and logistics at the Port Authority of Jamaica, says Jamaica’s BPO sector is positioning itself to adapt to rapid technological change, including the growing influence of artificial intelligence (AI), while strengthening the country’s workforce to remain competitive in the global services industry.

Speaking during an employment creation awards ceremony at the Montego Bay Free Zone last week, Henry noted that the sector, which has its roots in western Jamaica, has undergone several transformations over the past four decades.

“The sector has its genesis here in the Montego Bay Free Zone, and we have gone through many transitions,” Henry said. “There were times when we were picking up boxes at the airport, driving them over to the free zone, processing them, and running back to catch Air Jamaica before the night ended.”

Henry said the industry is now turning its attention to emerging technologies, particularly AI, which is rapidly reshaping the global services landscape.

“The newest buzzword is AI, but it is not as smart as you think it is. It is humans who are making it smart,” she said. “Unless you define what a cat is and show several images of a cat, it won’t know whether it is a cat or a rat.”

She argued that Jamaica’s workforce could play a critical role in the evolving digital economy, particularly in areas such as data analysis and automation.

“We’re not just going to work as prompt engineers. We will be analysts and automation specialists. We will collect the data and use that data to transform the sector,” Henry said.

She noted that collaboration and continued training would be key to ensuring that the sector remains resilient and competitive.

“We are creating an excellent workforce to continue to support this industry,” she added.

Henry also welcomed new clients operating within the free zone and acknowledged long-standing partners in the sector, noting that collaboration among stakeholders has helped sustain the industry’s growth.

“We will continue the journey together,” she said before joining Tony Hart, chairman of the Montego Bay Free Zone, in presenting awards to employees and companies operating in the Montego Bay Free Zone and to employees for their dedication to the industry’s growth.

albert.ferguson@gleanerjm.com