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Navigating Conversational AI for Businesses



As companies in Southeast Asia increasingly embrace digitisation to stay competitive, the question of integrating conversational AI into business processes becomes more pertinent. Powered by Large Language Models (LLMs), conversational AI is a form of generative AI that enables people to intuitively interact with deep learning models via natural language to generate customised content. Conversational AI is sector-agnostic, and with its ability to boost business productivity, many businesses across the region might consider adopting the technology to streamline workflows. At even the most basic level, the automation of repetitive tasks in areas such as HR or customer service, information retrieval and policy querying, conversational AI would already bring time and resource savings for the organisation.


According to a recent report by IDC InfoBrief commissioned by Dataiku, the percentage of businesses across Asia Pacific using AI doubled from 2020 to 2023, from 39% to 76%. Enterprises in Asia Pacific surveyed expressed that they would invest in AI for internal integration and automation projects, aiming to increase productivity, agility, efficiency, and cost reduction.


However, the integration of conversational AI-enabled by generative AI into business operations also raises concerns regarding data protection, security threats, and ethical considerations.


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