AI Chatbots must learn to ask for help.
SAN FRANCISCO – Generative AI tools/ AI chatbots are designed to transform how businesses function while decreasing costs and increasing efficiency, as stated by Vik Singh, Vice President of Microsoft. But, according to Singh, these AI models should also learn how to identify that they are lost and need a human touch.
“To be completely honest, what’s missing in AI today is the model’s ability to raise a flag and say, ‘I’m not sure, I need help,’” Singh explained during an interview.
Many leading technology companies such as Microsoft, Google, and others in recent years have greatly started to scale generative AI systems that include ChatGPT. These tools are meant to produce various forms of content whenever wanted, making the users feel like they know everything. However, such advances have not eradicated ‘hallucinations’ from AI models which are a process of producing wrong or even imaginary results.
This issue is particularly critical for Singh who is heading the Copilot project at Microsoft and needs to constantly provide actionable feedback at scale and as fast as possible. Corporations depending on artificial intelligence have no latitude for mistakes – even intermittent ones – in their systems. Towards these issues, Singh pointed out that “the real intelligent people are working on the idea of making the A.I chatbot says that it does not know the right answer and asks for assistance.
The Value of Humility in AI and AI chatbots:
To Singh’s mind, even an AI model able to admit to uncertainty remains useful. And in that case, even if the AI requires the help of a human on 50 percent of the occasions, it will lead to a lot of savings on costs. For instance, in one of the Microsoft clients, every customer service request in today’s world requires $8 to be attended to by human counterparts. This sector could become very efficient if companies adopted the use of AI with both the savings in costs and response time that this would bring customers.
Singh has been in Microsoft for only January of this year and now oversees the teams working on the unveiling of “Copilot,” Microsoft’s AI assistant in sales, accounting, and internet services. The aforementioned applications are facing great pressure in terms of introducing revenue models and justifying the huge investments in generative AI. At present, the primary application of this technology is purposeful output in efficiency and, preferably, revenues.
As cited by Singh, Microsoft’s Copilot can help in researches that involve sales teams to allow the teams to focus more on customers. For instance, Lumen a telecommunications company estimates that it uses these AI capabilities to generate about $50 million in annual reductions. Singh’s team is also in the process of engineering Copilot to be even further infused into Microsoft products, making it more independent.
For example, he said, “For instance, if I’m a sales rep and I have a customer call, two weeks later, the model may suggest me to follow, or even send a follow-up email on behalf of me if it has been preauthorized for the follow-up.”
Early Stages of AI Integration and AI chatbots:
Singh said the current AI technology at the industrial level is still in the dawn, often drawing baseball imagery by referring to the current state of AI as the ‘first inning’. Even though a lot of emphasis is put on efficiency enhancement, these innovations may bring substantial perks in the future.
This is specifically the case with generative AI prompting concerns in relation to employment with TCS’s CEO, K Krithivasan, insisting that AI could in effect, eradicate call centers. But Singh and many of his counterparts in Silicon Valley strongly disagree; many of them are hopeful that technology will improve creativity in human beings and create new occupations.
In his interview in 2008, Singh told how in Yahoo the team of editors was choosing articles for the main page manually. Some people got worried when the concept of applying AI in this process was brought to the table deeming that their employment could be at risk. Nevertheless, through the provision of an automated system, the content could be updated more often, forcing more site traffic and a need for more articles. As Singh pointed out, however, “In the end,” we actually had to hire more editors.
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Conclusion:
This is well illustrated by Vik Singh of Microsoft explaining that the integration of generative AI into businesses will bring certain benefits such as efficiency and reduction of costs. However, the technology is new and has a long way to go, specifically in teaching AI models when they need to ask their human counterparts for help. The humility that characterizes AI can not only avoid such costly missteps but also enhance customers’ experiences by delivering responses faster and more accurately.
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