Note: Help, which translates as “saving life” here. In fact, depending on the context, it translates as “help” here more appropriately
Vik Singh, vice president of Microsoft, promises that generative AI tools will save the company a lot of time and money, even if models must learn to admit they don’t know what to do.
“Frankly, what’s really missing today is that models don’t raise their hands and say,’Hey, I’m not sure, I need help,'”Singh told AFP.
Since last year, Microsoft, Google and their competitors have been rapidly deploying generative artificial intelligence applications like ChatGPT that can generate a variety of content on demand, giving users the illusion of knowing everything.
But despite the progress, they still “hallucinate” or invent answers.
This is an important issue for Copilot executives to address: Singer’s corporate customers cannot afford to have their AI systems derailed, even occasionally.
Salesforce CEO Marc Benioff said this week that he has seen many customers increasingly frustrated by Microsoft Copilot’s tortuous behavior.
Singh insists that “really smart people” are trying to find ways to get the chatbot to admit “when it doesn’t know the right answer and asks for help.”
“Real savings”
Singer believes a simpler model would be equally useful. Even if models have to turn to humans 50% of the time, this can still save “a lot of money.”
Among one Microsoft customer,”every time they receive a new request, they spend $8 for a customer service representative to respond, so it’s a real cost savings, and it’s also a better experience for the customer because they can get a faster response.”
Singer came to Microsoft in January and took over this summer as head of the team that developed “Copilot”, Microsoft’s artificial intelligence assistant that specializes in sales, accounting and online services.
These applications have the arduous task of generating revenue and justifying large-scale investments in generating artificial intelligence.
At the height of the artificial intelligence craze, the startups driving the technology promised to launch advanced systems that would, in the words of Sam Altman, head of OpenAI, largely funded by Microsoft,”elevate humanity.”
But for now, new technologies are mainly used to increase productivity and are expected to increase profits.
According to Microsoft, Copilot can conduct research for sales people, freeing up time to make calls to customers. Singh said telecommunications company Lumen did so “save about $50 million a year.”
Singer’s team is working to integrate Copilot directly into the technology giant’s software and make it more autonomous.
“Let’s say I’m a sales representative and I have a customer phone number,” the executive advises. After two weeks, the model can “push representatives to follow up, or better yet, representatives automatically send emails because doing so has been approved.”
“First Game”
In other words, until a solution to global warming is found, artificial intelligence is expected to free humans of boring, repetitive housework.
“We were in the first inning,” Singh said. “A lot of these things are productivity-based, but they obviously have huge benefits.”
Will all this productivity gains translate into unemployment?
Leaders of major companies such as K Krithivasan, the boss of Indian IT giant TCS, have declared that generative artificial intelligence will almost eliminate call centers.
But Singer, like many Silicon Valley executives, hopes to rely on technology to make humans more creative and even create new jobs.
He mentioned his experience at Yahoo in 2008, when more than a dozen editors selected articles on the home page.
“We came up with the idea of using artificial intelligence to optimize this process, and some people asked,’Oh my God, what happens to employees?'” Singer said.
Automated systems can update content faster, increasing the number of clicks on links, but also increasing the need for new articles.
“Finally,” the executive said,”we had to recruit more editors.”
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Original text:https://techxplore.com/news/2024-09-ai-chatbots-microsoft-exec.html
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