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State of the art AI in Jamaica’s BPO Sector

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Hunt continued to highlight the benefit of DISA, comparing it to outdated technology.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

Browne Wins Fourth Term in Antigua & Barbuda Landslide

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Antigua & Barbuda, May 4, 2026 – Prime Minister Gaston Browne has secured a historic fourth consecutive term in office, leading the Antigua and Barbuda Labour Party to a commanding victory in the country’s snap general election held April 30, 2026.

Preliminary results show Browne’s party capturing 15 of the 17 seats in Parliament, tightening its grip on power and dramatically weakening the opposition.

The main opposition United Progressive Party was reduced to just one seat, held by its leader, while the Barbuda People’s Movement retained its single constituency in Barbuda.

The result marks a major political turnaround for Browne, whose party had won a much narrower 9–7 majority in the 2023 election before rebuilding support through defections and by-elections.

Voter turnout figures vary in early reports, with initial estimates indicating participation of around 35.8 percent, or roughly 22,700 voters out of more than 63,000 registered. However, broader election data suggests overall turnout may have exceeded 60 percent, reflecting steady engagement despite political tensions.

The election, called nearly two years ahead of schedule, was shaped by concerns over the cost of living, global economic pressures and fallout from U.S. visa restrictions linked to the country’s citizenship-by-investment programme.

Despite those issues, Browne campaigned on economic stability and continued development, pointing to a strong tourism recovery and ongoing infrastructure expansion.

The decisive victory now strengthens his mandate, but also raises questions about the future of the opposition, which faces internal challenges after significant losses at the polls.

Angle by Deandrea Hamilton. Built with ChatGPT (AI). Magnetic Media — CAPTURING LIFE.

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FIGHT FOR CONTROL OF STEWART TOURISM EMPIRE PLAYS OUT IN COURTS

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May 4, 2026 – This is not just a family dispute.  It is a fight over control of a tourism empire.

At the centre is Adam Stewart, who has secured a series of legal victories across the region as challenges continue over the estate and leadership structure of Sandals Resorts International.

The multi-billion-dollar conglomerate was built by the late Gordon “Butch” Stewart, whose passing in 2021 set off a complex and ongoing dispute involving family members, estate arrangements and control of the business.

In recent rulings, courts in both The Bahamas and Jamaica have reinforced Adam Stewart’s position, effectively allowing him to continue leading the company while defending his role against legal challenges.

One key issue has centred on the interpretation of estate provisions, including whether defending his leadership could jeopardise his inheritance. The courts have ruled in his favour, clearing the way for him to maintain control without penalty.

For now, those decisions bring a measure of stability to one of the Caribbean’s most influential tourism brands.

But the matter is far from settled.

Multiple legal challenges and competing claims within the Stewart family remain active, meaning the future structure of the company is still being contested.

The implications stretch well beyond the courtroom.

Sandals operates across several Caribbean nations, including The Bahamas, Turks and Caicos Islands, Jamaica and Saint Lucia, making it a critical player in regional tourism, employment and investment.

Any uncertainty at the top of the organisation has the potential to ripple across economies that rely heavily on the brand’s continued expansion and stability.

For now, Adam Stewart remains firmly in charge.  He was named Executive Chairman of Sandals Resorts International in 2021.

Still, many are keen on the outcomes of ongoing litigation, as the battle over one of the Caribbean’s most powerful business empires is still unfolding.

Angle by Deandrea Hamilton. Built with ChatGPT (AI). Magnetic Media — CAPTURING LIFE.

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Sandals and Beaches Women Master the Art of Hospitality Leadership  

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Montego Bay, Jamaica, April 22, 2026 — At Sandals and Beaches Resorts, leadership excellence is par for the course. This is increasingly evident as the Sandals Corporate University (SCU) continues to provide team members with extraordinary opportunities for higher education, growth and professional development.

Facilitated through the SCU, the programmes offered executive team members the opportunity to pursue advanced studies with Les Roches, an internationally recognised Swiss hospitality university accredited by the New England Commission of Higher Education (NECHE). Renowned for its comprehensive hospitality curriculum, Les Roches was also recently ranked #2 in the world in Hospitality & Leisure Management by the QS World University Rankings 2026.

The graduating group included EMBA recipients: Heather Effs, regional manager, entertainment – Sandals Resorts, Jamaica, Della John, general manager at Sandals Grande St. Lucian and Melissa Stacy Giddings, regional manager, entertainment in the Eastern Caribbean. Also graduating was Senior Wedding Manager at Sandals Royal Bahamian, Samaria Smith-Cooper who completed the EMIHM programme.

While studying for their degrees, the EMBA students were able to enhance their experience through immersive classroom learning, travelling to the Les Roches campuses in Switzerland and Dubai to participate in the institution’s Residential Weeks. Both weeks, which took place at the start and toward the end of the course, provided the leaders with opportunities for in depth academic exposure, training and collaboration with fellow students from around the world.

Reflecting on their experiences and their decisions to pursue higher education through the SCU, each graduate expressed long standing aspirations to further their education and earn their master’s degrees and extended gratitude to the SCU for making those dreams a reality.

John, who graduated with distinction, shared that it was a proud and emotional moment when she crossed the stage to collect her certificate. She recalled that while the programme was demanding, the opportunity to deepen her knowledge of the hospitality industry on a global level made the journey a rewarding one.

“Education has always been intrinsic to who I am. I believe we must continuously learn so we can grow in this industry where we serve and lead others. This programme allowed me to sharpen my tools as a leader while gaining a broader global perspective on hospitality and tourism. Collaborating with professionals from different countries and cultures was an incredible experience and it challenged me to think differently about the future of our industry,” she remarked.

“My journey continues as I will keep sharing what I have learned to strengthen our teams and our brand every single day.”

For Giddings, the opportunity to network, study with her colleagues and lean into the vastness of hospitality was all the motivation she needed to embark on her Les Roches journey.

“I thought to myself, this was my chance to learn, expand and grow with two women I highly admire and respect.”

She noted that the coursework itself was not without its challenges, but she recognised the value in pushing forward to earn her degree which would inevitably allow her to take the next step in her career.

“It is an investment in yourself. I feel a profound sense of achievement and confidence and I feel prepared and excited about the opportunities that lie ahead,” she added.

Smith-Cooper shared that the EMIHM programme was the perfect opportunity to discover what she was capable of. However, between  designing dream destination weddings for couples and navigating parenthood and life in general, she admitted that the undertaking was no small feat.

“One of my biggest challenges was balancing school with my everyday responsibilities at work, at home and in my personal life but this experience showed me that my capacity could grow.”

Despite the demands, she credits determination, self-belief and the encouragement of a strong support system for helping her see the journey through.

“Today, I feel proud, relieved, accomplished and more confident. This programme has helped to build my skills and prepare me for new responsibilities and future opportunities.”

Effs, who also earned her EMBA with distinction, regarded the experience as a transformative step in her professional journey.

“Pursuing this programme was truly a leap of faith for me. The coursework challenged me intellectually and professionally, but each module stretched me in the best way. I was constantly learning, applying and evolving.”

The regional entertainment manager also encouraged other team members to take advantage of the opportunities available through SCU.

“To anyone considering taking the next step through SCU, my advice is simple: take the leap of faith. Trust yourself. Tap into your superpowers. Growth begins the moment you step outside of your comfort zone. The journey may challenge you, but it will also transform you,” Effs added.

Speaking on the partnership with Les Roches, Senior Corporate Director of the SCU, Dr. Luz Longsworth expressed her appreciation for the calibre of hospitality training offered by the institution.

“Les Roches’ commitment to working with the Caribbean really impressed us and we were excited to take a team to Marbella to visit their campus and explore the possibilities for collaboration. The quality of the programme strengthens the capacity of our leaders to navigate the complex and ever evolving world of hospitality and it is highly relevant to the needs of our region,” she shared.

The Sandals Corporate University remains committed to empowering team members through world class training and educational opportunities. By investing in leadership development and professional advancement, SCU continues to equip its people with the tools needed to grow while helping to shape the next generation of hospitality leaders across the Caribbean.

Captions:

Header: SCU Grads 1: Regional Manager, Entertainment – Sandals Resorts, Jamaica, Heather Effs can’t help but strike a playful pose after crossing the Les Roches stage to collect her degree; and SCU Grads 2: Della John, general manager at Sandals Grande St. Lucia is snapped on stage with the Les Roches team at the graduation ceremony held in Switzerland.

1st insert: Senior Wedding Manager at Sandals Royal Bahamian, Samaria Smith-Cooper takes a quick selfie moment post-graduation.

2nd Insert: Melissa Stacy Giddings, regional entertainment manager for the Eastern Caribbean is all joy after completing the postgraduate programme.

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