Connect with us

Caribbean News

State of the art AI in Jamaica’s BPO Sector

Published

on

Rashaed Esson

Staff Writer

 

 

#Jamaica, May 30, 2023 – Jamaica is walking the road to Artificial Intelligence (AI) integration in its corporate realm as an AI program called DISA (Digital Intelligence Sales Agent), which automates telesales and customer service processes, is being introduced to the country’s outsourcing sector.

This new development for the island is bred from the collaboration of ACCESS Sales Group, the sales division of the ACCESS Group of Companies — a financial and sales programme management and technology company with operations in the United States, Canada and the Latina America and the Caribbean (LAC) region, with Vocodia, an AI software company based in Florida and the developer of DISA.

Larry Hunt, CEO of the ACCESS Group of Companies expressed why Jamaica was chosen.  He said, “Jamaica is at the top of our list for the roll-out of DISA to the region because of its strong position in the outsourcing industry.” He also referred to Jamaica’s strong cultural affinity with North America, highly educated workforce, and favorable business environment.

Hunt continued to highlight the benefit of DISA, comparing it to outdated technology.

“Call centres, BPOs and businesses that rely on phone sales will now be able to use DISA to support their live agents in their interaction with clients. DISA uses actual live agents to record scripts and responses — unlike old, bionic-sounding technology — and never goes off-script. It can be tailored to the specific goals, budget, and unique requirements of a particular company.”

Additionally, DISA is capable of servicing any industry that deals with inbound customers calling in for FAQs, which  can  be transferred to a live agent to handle escalated calls.  For outbound calls, it can make calls to consumers or businesses to pre-qualify them prior to transferring them to a live closer.

Hunt informed that local companies are showing interest in DISA, pointing out that traditional telemarketing practices are time consuming and costly.

However, he made sure to refer to the importance of live agents saying they “are crucial as closers or problem solvers in the telemarketing process,” emphasizing that the program is not geared towards replacing human sales or customer support agents but instead, enhancing their capabilities.

Considering that, he alluded to DISA’s lack of error and limitations unlike the live agents.

“DISA significantly supports their operations by providing a level of consistency where agents may have physical limitations. It can handle up to 400 outbound calls per day and up to 20,000 simultaneous calls, compared to a high-quality agent that can only handle an average of 150 calls or less per day.”

He continued to inform of the pros of DISA.

“Our business customers have come to realise that DISA’s ability to handle far more significant volumes of calls provides a level of consistency and leaves their agents to be more productive and engaging with their customers when closing sales or handling escalated customer service.”

There are concerns regarding the cost of implementation which Hunt also talked about.

“Primarily, companies are concerned with the cost of integration, human resources to deal with that integration, and the potential costs of new or additional equipment. Integration is as simple as a DID and an API integration, both of which can be handled in minutes and at no cost to them,” he stated.

This initiative, which could put Jamaica ahead of some of its Caribbean neighbour’s in the AI game, follows a 2022 report by the Organisation for Economic Cooperation and Development (OECD) which highlights that  several governments in the region acknowledged the value of AI in many economic sectors.

Caribbean News

CHTA President Praises Jamaica’s Hurricane Preparedness, Assures Ongoing Support

Published

on

KINGSTON, Jamaica– President of the Caribbean Hotel and Tourism Association (CHTA), Nicola Madden-Greig, has praised the strength of local and regional public-private sector partnerships, while congratulating tourism stakeholders across Jamaica for their strong level of preparedness in weathering the dangerous Category 4 Hurricane Beryl, which impacted the island this week.

“Jamaica was spared the worst of the hurricane and we have now returned to regular business operations,” said Madden-Greig, who rode out the storm at her office in Kingston. She reported that Sangster International Airport in Montego Bay and Ian Fleming International Airport in Ocho Rios opened today, while Norman Manley International Airport in Kingston will open on Friday, July 5, after minor repairs are completed.

“We have no reports of any guests being injured during the passage of the storm, and the majority of the hotels and the tourism industry in general have emerged unscathed,” Madden-Greig added.

However, she expressed concerns for the south coast of the island, where many local communities were impacted, along with several independent hotels and villa operations.

“We will be including these operators in our disaster relief efforts, particularly in the Treasure Beach, St. Elizabeth area,” she noted, explaining however that she had little doubt that this resilient community will rebound in the shortest possible time.

The trade association leader was encouraged with the reports emanating from the Cayman Islands, which confirmed no major impact on the sector there. “We are thankful to God for sparing us for the most part, and we are now resolved to getting our industry back on track, while serving communities (especially those in the Grenadines) who are in dire need at this time,” said Madden-Greig.

Individuals, businesses and organizations that want to contribute to regional hurricane relief efforts may make a monetary donation at www.chtaef.com.

Continue Reading

Caribbean News

CARICOM raising profile and priority of its Migration Policy; curbing challenges ‘a tall order’

Published

on

Garfield Ekon

Staff Writer

 

The Caribbean Community (CARICOM) is committed to work with Member States and other stakeholders to implement a “forward-thinking regional migration policy,” according to its Assistant Secretary General, Alison Drayton.

Addressing the opening of a recent three-day workshop titled “Towards a Regional Approach to a Migration Policy in the Caribbean,” in Port-of-Spain, Trinidad and Tobago, she said it is evident that the Region has been facing, and will continue to face, various challenges that affect the lives and livelihoods of Caribbean citizens.

“Namely, due to Climate Change, which has amplified displacements and the need for persons to migrate from areas that threaten their livelihoods or limit their opportunities to prosper and provide for their families,” the ASG told the forum, adding that the Climate Change and natural disasters remain “key drivers of displacements in the Region.”

“With the frequency and magnitude of events likely to increase in the future, this has contributed to many regional States facing demographic decline, which has impacted their workforce, our younger population seeking job opportunities outside the Region, and many key sectors being negatively impacted,” she stated.

The CARICOM official underscored that tackling the challenges would be “a tall order,” hence the Regional body’s commitment that would help address various aspects of Regional migration and human mobility as determined by Member State priorities.

Lauding the Government of Trinidad and Tobago for hosting the workshop, and the and valuable technical contributions made by the United Nations (UN) Migration Group and financial contributions from the United States Department of State, the European Union, and the Inter-American Development Bank, she said  the their efforts have been significant.

The contribution made by International Organization for Migration (IOM), has advanced the policy, with provision of consultancies to coordinate the Community’s work through the Regional Approach to Migration Policy (RAMP) Steering Committee and development of the framework, she highlighted.

For Trinidad and Tobago’s National Security Minister, the Hon. Fitzgerald Hinds, his country is also committed to contributing to the development of a regional migration policy framework that reflects the priorities of the people of the Caribbean Community.

“As we embark on this journey together, let us harness the expertise, the insights and the experiences that we already have among us as we gather here today to shape the policy framework that is in front of us,” the Minister said, adding that the current migration realities “should prepare us for future challenges.”

The technical workshop brought together National Focal Points from the CARICOM Member States, and representatives of relevant regional and international organisations, building on IOM’s Migration Governance Indicator (MGI) assessments, and other consultations held with national Governments of CARICOM Member States in 2023.

Continue Reading

Caribbean News

Government Earmarks $300M for Post-Hurricane Dengue Mitigation

Published

on

#Kingston, Jamaica, July 19, 2024 – The Government has earmarked $300 million to ramp up dengue mitigation activities, inclusive of fogging, treatment of mosquito breeding sites, removal of bulky waste and drain cleaning, in the aftermath of Hurricane Beryl.

Addressing the House of Representatives on Tuesday (July 16), Prime Minister, the Most Hon. Andrew Holness, said the funds have been allocated to the Ministry of Health and Wellness, which will spearhead vector-control activities over the next six weeks.

He further informed that the National Solid Waste Management Authority (NSWMA) and National Works Agency (NWA), “are technically involved in this dengue mitigation [exercise] by trying to clear the environmental conditions that would create the growth in the vector”.

Mr. Holness highlighted the potential for a significant increase in the dengue vector, the Aedes aegpyti mosquito, which breeds primarily in containers, consequent on  the hurricane’s passage.

“We know that many communities are being plagued by the increase in the mosquito population… and other vectors [such as] roaches, rats and flies. Therefore, the cleanup and removal and clearing of waterlogged areas is of critical importance,” he emphasised.

The Prime Minister noted that the hot summer conditions, along with rainfall, will further contribute to heightening the possibility of an increase in these vectors and the transmission of diseases.

As such, he appealed to Jamaicans to properly store water in covered containers and destroy mosquito breeding sites around their homes.

“I urge all homeowners who are storing water and… leaving the containers open, that an easy way to control the growth of the mosquito population in your households is to cover the containers,” Mr. Holness said.

He pointed out that the NSWMA will shortly announce a schedule for the removal of bulky waste from homes.

Prime Minister Holness further indicated that the NWA will be actively cleaning various gullies.

Dengue symptoms include fever, headache, and joint and muscle pains. These are often resolved through rest and adequate hydration along with the use of paracetamol to treat the accompanying fever.

 

Contact: Chris Patterson

Release: JIS

Continue Reading

FIND US ON FACEBOOK

TRENDING