Generative AI tools are being hailed as revolutionary in the corporate world, promising to save companies time and money. However, as Microsoft Vice President Vik Singh points out, there is one key element missing in these models – the ability to admit when they are unsure and ask for help. Singh emphasizes the importance of AI models raising their hands and saying, “Hey, I’m not sure, I need help,” as this would prevent them from providing incorrect or invented answers. While companies like Microsoft and Google have made significant strides in deploying generative AI applications like ChatGPT, the issue of models “hallucinating” remains a pressing concern.
The challenge for executives like Singh is to ensure that AI systems do not go off the rails, even occasionally. Marc Benioff, CEO of Salesforce, has expressed frustration with the meanderings of Microsoft’s Copilot, highlighting the need for AI chatbots to be more humble in their responses. Singh argues that a model that turns to a human for help in 50 percent of cases can still result in significant cost savings for companies. For example, at one Microsoft client, each new customer service request costs $8 to address, making AI assistance a more efficient and cost-effective solution.
Singh, who oversees Microsoft’s Copilot AI assistant, emphasizes the potential of generative AI to enhance productivity and profitability. Copilot is designed to assist sales, accounting, and online services teams by conducting research and freeing up time for more customer interactions. Companies like Lumen, a telecom company, have reported saving millions of dollars annually by leveraging Copilot for sales research. Singh’s teams are focused on integrating Copilot into Microsoft’s software and making it more autonomous to streamline tasks like following up with customers and sending emails on behalf of sales reps.
Despite concerns about job losses due to the adoption of generative AI, executives like Singh remain optimistic about the potential for technology to enhance human creativity and create new opportunities. While some industry leaders predict that call centers will be wiped out by AI, Singh believes that automation can lead to more creative roles for employees. He cites his experience at Yahoo in 2008, where the use of AI to optimize content selection resulted in an increase in clicks and the generation of new articles, emphasizing the potential for AI to augment human capabilities rather than replace them.
The evolution of generative AI in the corporate world presents both promise and challenges. While AI tools have the potential to revolutionize productivity and efficiency, there is a critical need for models to demonstrate humility and seek assistance when uncertain. Executives like Vik Singh are spearheading efforts to integrate AI into business operations while ensuring that automation leads to enhanced creativity and job creation. As the corporate world continues to embrace generative AI, striking a balance between technology and human innovation will be crucial for sustainable growth and success.
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