Edward Conard

Top Ten New York Times Bestselling Author

  • “Unintended Consequences should be read by anyone who takes for granted the superiority of progressive taxation and has not thought carefully about the trade-offs involved.” - The New Republic
  • “…challenges misconceptions that distort our economic debates.” - Arthur Brooks, President of the American Enterprise Institute
  • “…serious thinking for serious thinkers. …a thought-provoking blueprint for growing middle- and working-class incomes.” - Mitt Romney, former Governor of Massachusetts
  • “…a fresh argument for the productive value of inequality.” - David Autor, Professor of Economics, Massachusetts Institute of Technology
  • “…a must-read for serious students of economic policy.” - Glenn Hubbard, Dean, Columbia Business School, and former Chairman of the Council of Economic Advisers
  • “Unintended Consequences is full of substance, it is one of the must-read books of the year, and once I finish it I will be giving it a second read through right away.” - Tyler Cowen, Professor, George Mason University
  • “…a very valuable contribution.” - Larry Summers, former Secretary of the Treasury and director of the National Economic Council, president emeritus, Harvard University
  • “…reminds us that inequality sends a signal of what society lacks most, in America’s case, entrepreneurship and risk taking.” - Lawrence Lindsey, CEO, The Lindsey Group, former Director of the National Economic Council
  • “…serious thinking for serious thinkers. …a thought-provoking blueprint for growing middle- and working-class incomes.” - Mitt Romney, former Governor of Massachusetts
  • “Unintended Consequences represents the most cogent and persuasive analysis of the Financial Crisis to date.” - Andrei Shleifer, 1999 John Bates Clark Medal Winner
  • “Unintended Consequences provides a provocative interpretation of the causes of the global financial crisis and the policies needed to return to rapid growth. Whether you agree or not, this analysis is well worth reading.” - Nouriel Roubini, New York University; Chairman, Roubini Global Economics
  • “…a very valuable contribution.” - Larry Summers, former Secretary of the Treasury and director of the National Economic Council, president emeritus, Harvard University
Upside of Inequality Oxford Unintended Consequences

AI Summary. Call center employment in the Philippines has reached nearly 2m workers and has grown every year since 2016, including through the artificial intelligence boom. As AI lowers the cost per customer interaction, companies are buying more of these services rather than fewer — an example of Jevons paradox.

Torsten Sløk Apollo
Date Posted:

The number of Filipinos working in call centers has risen every year since 2016 to ~2mm, despite the AI boom. Sløk argues this is “Jevons paradox in action: as AI makes call center work cheaper and faster, companies are buying more of it, not less.”

Does cheaper AI customer service increase call center employment?

Core argument: Nearly two million workers in the Philippines are employed in call centers, with employment rising every year since 2016 and continuing through the AI boom.

Nearly two million workers in the Philippines now work in call centers, up every year since 2016 and through the AI boom. This is Jevons paradox in action: as AI makes call center work cheaper and faster, companies are buying more of it, not less. Lower cost per interaction does not mean fewer interactions. It means more customers served, more channels opened and more markets worth reaching. The technology that was supposed to shrink the industry is fueling its expansion.

Takeaways by Macro Roundup® AI

  1. Nearly two million workers in the Philippines are employed in call centers, with employment rising every year since 2016 and continuing through the AI boom.
  2. The Philippine call center industry illustrates Jevons paradox, as AI makes each interaction cheaper and faster while companies buy more call center work rather than less.
  3. Lower cost per interaction means more customers served, more channels opened and more markets worth reaching, expanding rather than shrinking the call center industry.

Related Articles:

  • What The AI ‘Jobpocalypse’ Narrative Misses — Large gains in software productivity since the 1990s coincided with rising rather than falling web development employment, because demand for software grew faster than the labour needed per unit of output. Similar patterns appear in accounting, architecture, advertising, and high-tech healthcare specialisms such as lab testing and diagnostic imaging.
  • AI and the Fable of the ATMs — Bank tellers per branch fell steadily as automated teller machines spread, and total teller employment held up only because banking deregulation drove a rise in branch numbers; teller jobs are down nearly 40% from their peak. The author argues invoking this case for AI requires identifying an equivalent offsetting source of labor demand.
  • Generative AI and Entrepreneurship — The authors find that startups with a larger share of tasks doable by generative AI cut employment beginning immediately after ChatGPT's release, with technically proficient founders restructuring teams toward higher-skill roles. Venture investors made smaller but more numerous deals, and new firm entry offset the decline in total startup employment.