Renso Bajala didn’t expect a machine to help decide whether he kept his job. In 2024, the 22-year-old Makati City native was on probation in a customer relations role for a US credit card company when he learned that becoming a regular employee would involve impressing a new gatekeeper: artificial intelligence. The AI analysed his tone, delivery and keyword usage, scoring each interaction for sentiment and customer experience. No one had mentioned it during training. “I was a new hire, and…
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