GSAJ begins to pivot as AI threatens 20 per cent of jobs

THE Global Services Association of Jamaica (GSAJ) is pivoting to embrace the opportunities presented by artificial intelligence (AI) to expand its reach.

A number of the industry players in Jamaica are already incorporating AI to enhance and support the work that they are doing in their production centres.

"The sector has 12 to 18 months to fully prepare for the integration of AI...and maximise the outcomes," said Anand Biradar, president of the GSAJ, at the recent launch of its 'Outsource2Jamaica 2023 Conference'.

Launch moderator, vice-president business processing outsourcing and logistics at The Port Authority of Jamaica, Gloria Henry, says a lot of the end-to-end solutions are incorporating AI as, "It is why we have been pushing all out training institutions to prepare people who are cognitively ready to adapt where they will not be overwhelmed because the change is rapid though there will be casualties but it is important to ensure that the opportunities outweigh the casualties".

The use of AI is expected to result in displacement of 20 per cent of the current staff complement within the sector across the globe but Biradar noted that one can either be a subject of technology or a provider of the technology.

He argued that being a provider, "is the path that Jamaica will take and the IDB [Inter-American Development Bank] funded GSS [Global Service Sector] Project is really to push the agenda of Jamaica playing a role in moving forward with the technology".

The GSS Project is a five-year programme funded by the IDB that seeks to provide Jamaicans with access to training and better jobs in the global services sector, namely in knowledge process outsourcing, information technology outsourcing and business process outsourcing.
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It is supported by Jampro, the Ministry of Education, Youth and Information, the HEART/NSTA Trust and the GSAJ.

In the meantime vice-president and general manager of C&W Business Stephen Price, one of the speakers of the launch of the 2023 conference, noted that the rate of development of AI is at such a rapid pace that consideration needs to be given to the regulatory framework to capitalise on the direction in which the technology is going and the technological environment.

The GSAJ is set to host the fourth instalment of its Outsource2Jamaica 2023 Conference on May 10 and 11 and will seek to highlight new technologies and opportunities in the GSS and other areas of outsourcing including logistics.

The conference is to be held under the theme 'Ahead of the Curve' at the Jewel Grande Montego Bay All-inclusive Resort & Spa in St James.

It should provide an opportunity for people to learn something to better prepare for the changes whether they are a GSS stakeholder, a client or an affiliate or a Government stakeholder.

"The theme ... is very fitting because while we have been in transformation for the last five or 10 years, the technology has advanced so much that we are at a point where Jamaica can benefit from the growth," said Biradar.

He noted that technology innovation has the potential to automate many of the services offered locally and feels that with more planning, Jamaica can move up the value chain very quickly and provide some of these more complex services.