David, a customer service representative, used to spend hours responding to repetitive customer inquiries. With the implementation of chatbots powered by artificial intelligence (AI), David’s role has transformed. Now, the chatbots handle routine questions, freeing him up to focus on complex customer issues that require human empathy and problem-solving skills.
Repetitive tasks are part of many roles within any organisation but are not necessarily relevant to the core aspects of those roles. Collectively, these tasks take up a large chunk of work hours, which could have generated value if allocated somewhere else.
ManageEngine (Zoho Corporation) director of research Ramprakash Ramamoorthy (pic) said by assigning repetitive tasks to AI, automation is revolutionising organisational roles, workplaces, and even entire industries by empowering human workers to concentrate on the core aspects of their work. This has not escaped the attention of local policymakers, who are actively promoting the adoption of AI technologies through the Malaysia National Artificial Intelligence Roadmap (AI-Rmap).
Aside from automation, AI also enables the delivery of expert-level insights through faster, more accurate analyses of larger volumes of data. However, the true power of AI lies in its ability to personalise experiences and revolutionise human interaction, paving the way for exciting new possibilities in various industries.
Chatbots and virtual assistants that can understand and respond to users’ instructions in layperson’s terms comprise the proverbial tip of the iceberg.
Preparing the workforce for an AI-centred future
AI will undoubtedly bring about significant changes in the business landscape and job market. The AI-Rmap predicts that AI will even increase the country’s GDP by 30% from 2017 to 2030.
For this to become a reality, the Malaysian Investment Development Authority is encouraging enterprises to equip their employees with digital skills, including those necessary to utilise AI tools. Doing so will allow businesses to drive innovation, be better positioned to enter new growth sectors, and generate additional jobs.
Addressing public concerns and fostering greater AI adoption
The AI-Rmap enumerates seven principles of responsible AI, which include privacy and security, reflecting apprehensions that the large amounts of data being utilised to develop and operate AI models may be targeted by cybercriminals. Impactful AI models and use cases are impossible without data, but any mishandling of data will damage the reputations of the businesses at fault and set back public confidence in AI.
Organisations looking to deploy AI should bolster their cybersecurity postures with solutions for identity and access management, security information and event management, and unified endpoint management and security, to name a few. Stakeholders can embrace AI with open arms if they are assured that their data, whether personally identifiable information, industrial secrets, or even classified government information, is processed safely.
