Is Caribbean BPO doomed by AI?

Jamaica has lost between 12,000 and 20,000 BPO jobs from a 2023-24 peak of 60,000. Local spending in the sector dropped US$220 million in the fiscal year ending March 2026.

The industry says AI is not the main cause. GSAJ President Yoni Epstein points to productivity, Hurricane Melissa, tight labour markets, and US client reshoring.

The AI industry disagrees. Salesforce cut its support team from 9,000 to 5,000. HSBC announced 20,000 cuts under an AI overhaul. Gartner projects US$80 billion in contact-centre labour cost reductions in 2026 alone.

Both are half right.

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