📄 Abstract
This study examined the relationship between the extent of Artificial Intelligence (AI) integration and the perceived level of employment stability among employees in selected call centers in Cebu City. Specifically, AI integration was assessed across four dimensions: customer service operations, data processing and analytics, workforce management, and performance monitoring and evaluation. Results showed that AI tools are sometimes utilized across these operational areas, reflecting a moderate level of adoption. Despite common concerns about automation, employees generally reported neutral to positive perceptions of job security, clear opportunities for career advancement, and confidence in long-term employment. Correlation analysis further revealed significant positive relationships between AI integration and all three dimensions of employment stability, suggesting that higher AI adoption contributes to stronger feelings of security, skill development prospects, and future job confidence. These findings indicate that AI, when implemented strategically and ethically, can enhance workforce stability by complementing human roles rather than replacing them, and by providing avenues for continuous learning and professional growth.
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📚 How to Cite:
Angelie D. Opone , ARTIFICIAL INTELLIGENCE (AI) INTEGRATION AND WORKFORCE STABILITY IN CEBU CALL CENTERS: IMPLICATIONS FOR STRATEGIC WORKFORCE PLANNING , Volume 13 , Issue 2, February 2026, EPRA International Journal of Economics, Business and Management Studies (EBMS) ,