Real-Time Engagement Plays a Significant Role in the Adoption of Generative AI: Agora

RangaJagannath, Senior Director, Agora in a quick conversation with Amit Singhshared thatreal-time engagement of AI tools enables humans to function faster due to rapid response time, hence improving their efficiency in performing a task. AI-based tools can provide valuable insights into the effectiveness of live voice and video communication by analyzing both verbal and nonverbal cues

ChatGPT has become the fastest-growing consumer application ever launched with over 100 million active users within two months of its release. How do you see ChatGPT changing how humans work?

Despite being only a few months old, ChatGPT has already caused ripples for both organizations as well as individuals. The biggest benefits of ChatGPT are the automation of tasks, quick and accurate responses to a wide range of questions and assistance with a wide range of tasks that require the understanding and generation of natural language. With the help of ChatGPT, one can get redundant tasks done easily, getting more time to focus on creative, complex, and critical tasks. ChatGPT gets access to a fair share of data, which helps humans in making more informed decisions with the help of analysis.

AI and automation are changing the nature of employment and the skills required for them, revolutionizing how humans work. AI is employed in various industries, including gaming, healthcare, banking, retail, and transportation. Technology is altering operations by increasing efficiency, lowering costs, and enabling new types of innovation. ChatGPT might not create a revolution but will increase human efficiency multifold.

What are the implications of its usage in the organizational network and what are the precautions employees need to take to avoid any uncomfortable situation?

Organizations can benefit exponentially from adopting ChatGPT. Businesses can use it for seamless customer support and take assistive technology to a new level. Automation of customer support will become more cost-effective and efficient. The potential is not just limited to support. By analyzing interactions, businesses can gain insight into consumer behavior (data analysis). They can also use personalized marketing tactics, tailored for every user which can help with retention.

While the benefits of an AI language model are huge – for the employers and employees – there are significant risks involved. From an employee perspective, data privacy can be one of the biggest concerns. Any information shared must comply with the organization’s policies as confidential/sensitive information can be used in unintended ways. It’s a good practice to use secure networks to prevent unauthorized access to any information. Also, if an employee is using ChatGPT for work, they should always verify the information received. Inaccurate or unreliable content can always find its way and set a wrong context.

Why are organizations increasingly adopting ChatGPT and other AI technologies? How do you see real-time engagement play a role in this?

The rapid acceleration towards digitalization during the pandemic has helped even the smallest enterprises transform their businesses. Accessing analytics dashboards for critical insights into customer behavior, inventory management, supply chain metrics, and more through new offerings in AI and predictive algorithms by digital service aggregators, has been vital to this acceleration. The real-time insights they offer allow organizations to deliver increased personalization and tailor their portfolios to the needs of the quickly evolving consumer. AI can help compete against larger organizations by improving their products, services, and customer engagement.

Real-Time Engagement (RTE) has a significant role to play here. Conversational AI tools respond to consumer inquiries instantly by understanding the context of inquiries better in a real-time environment, which helps in giving tailored responses. Moreover, RTE enables humans to function faster due to rapid response time, hence improving their efficiency in performing a task. AI-based tools can provide valuable insights into the effectiveness of live voice and video communication by analyzing both verbal and nonverbal cues. Features like speech-to-text analysis, sentiment analysis, and attention tracking facilitate better communication. One can easily understand the tonality of a conversation with these tools that rely on AI. The level/intensity of engagement can also be detected with these tools, giving a better insight into what worked and what did not.