The AI chatbot will complement humans with more efficiency and allow a shift of focus to growth and innovation


TECH industry players believe ChatGPT — a US-based artificial intelligence (AI) chatbot — could redefine the growth potentials of the sector, although it cannot wholly discount the need for a physical workforce.

ChatGPT recently came under the global spotlight after recording an overwhelm- ing reception among new users. The technology was created by OpenAI, an American AI research laboratory partly owned by Microsoft Inc.

Many small and large businesses are using ChatGPT to complement their processes and have admitted that the chatbot impacts their daily activities.

“Before ChatGPT, people primarily used Google to retain information and had to open a few tabs, but now, there is a faster option,” Krenovator Technology Sdn Bhd CEO Mahadhir Yunus told The Malaysian Reserve (TMR). Krenovator is a start-up that specialises in connecting tech talents with businesses.

Mahadhir said the primary advantages of ChatGPT are its speed and valuable insights, which expedite work processes, improve productivity and open new opportunities.

“It has many advantages and is effective if you ask the right questions,” he said. However, Mahadhir also expressed concern that the technology could discourage users from researching and change how people retain information

Apart from that, a common concern on ChatGPT is human capital and talent acquisition while pondering whether the chatbot can take over human jobs.

“While ChatGPT can open new opportunities and job positions, it cannot replace a human completely,” he added.

As an entrepreneur focusing on develop- ing tech talents, Mahadhir said generative AI has more advantages than disadvantages for the business landscape and hiring process.

Mahadhir said companies could utilise ChatGPT to ease the recruitment process by training the talents and helping the company identify respective employees’ preferences and new trends through data and adjust their hiring methods accordingly.

ChatGPT, for instance, can help the company provide content and life-learning programmes for upskilling purposes with around-the-clock AI monitoring assistance and resume screening process.

“Therefore, instead of relying on external resources to coach and train talents, they can go to their AI system for ideas and brainstorming. For the next level, maybe they connect employees with an industry mentor for one-on-one training sessions,” Mahadhir added.

“It is not impossible that in the next 30 to 50 years, many companies will have their own AI depending on their needs, especially with the younger generation now, which is aware and has access to AI and automation learning,” he said, citing an example of how businesses were unaware of mass digital presence, decades ago.

“Competition is good, and I hope more tech giants will jump into AI so that it will reduce cost for users and (there will be) no monopoly,” said Mahadhir.

Meanwhile, a creative design company Inmagine Group said ChatGPT is now an integral part of their business.

According to their group CEO Warren Leow, ChatGPT has helped them to drive sales and generate high-quality AI content across its platforms and human resources (HR) processes.

Inmagine’s HR recruitment has been streamlined with automated tasks like resume screening and initial interviews, enabling the company to hire candidates with the highest quality, he told TMR in an interview.

Leow also agreed that regarding human capital, AI would only complement humans with more efficiency and allow a shift of focus to growth and innovation.

“While chatbots can streamline the recruitment process, the need for human talent in assessing the cultural fit and soft skills remains critical, thus impacting the talent requirements rather than the job market demand,” Leow said.

He added that the chatbot’s speed also allows companies to quickly generate responses to customer inquiries, freeing time for employees to focus on more complex tasks.

“It is to be incredibly useful in generating personalised responses to our client’s inquiries, allowing us to provide better customer service and ultimately driving sales,” Leow said.

Among the features of ChatGPT, which Inmagine uses, including generating captions or descriptions for images which helps them improve efficiency and accuracy in meeting deadlines.
“However, it is important to note that

ChatGPT should be used in conjunction with human oversight to ensure the quality of the work,” he added

This is because ChatGPT, despite the advanced technology, could misinterpret customer queries and provide inaccurate or incomplete responses, potentially damaging the brand’s reputation.

“Therefore, ChatGPT may not be suitable for complex queries or sensitive issues that require human interaction and empathy,” Leow said.

Leow believes ChatGPT is just the “tip of the iceberg” of larger-scale and advanced technologies in the AI space.

“As more organisations adopt AI technologies like ChatGPT, the industry will continue to evolve and improve, opening the door for more advanced and sophisticated AI systems,” he added.

ChatGPT’s potential market in Malaysia remains to be discovered as it is a new technology which needs more success stories to gain traction.

Globally, amid the popularity of ChatGPT, other tech giants are working on similar AI chatbots, which includes Chinese tech giant Baidu Inc which plans to launch “Ernie Bot” a conversational AI this month, while Ali- baba Group Holding Ltd is said to be working on integrating generative AI in several of its products.

China International Capital Corp Ltd, a brokerage partially owned by the Chinese government, is reportedly experimenting with AI technology to be applied across its business operations.

Besides that, Google Inc has also launched its own AI chatbot, Bard, and Microsoft has enhanced its Bing search engine and Edge web browser. Notably, Microsoft invested US$1 billion (RM4.48 billion) in OpenAI in 2019 and recently inked a new multi-billion deal with the firm.

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Farahana Razali