Generative AI tools are set to help companies save both time and money, according to Vik Singh, a Microsoft vice president. Singh maintains that AI chatbots should be able to learn the “Help!” feature.
In an interview with AFP, Singh explained, “Just to be really frank, the thing that’s really missing today is that a model doesn’t raise its hands and say ‘Hey, I’m not sure, I need help.’”
Since last year, companies like Microsoft, Google, and rivals thereof have quickly been rolling out generative AI tools such as ChatGPT. These tools can create various types of content on demand, often making users feel like they have all the answers.
AI models still sometimes “hallucinate”
Despite advancements, these AI models still sometimes “hallucinate,” meaning they occasionally make up responses.
This crucial issue must be addressed by the Copilot executive. Singh’s corporate clients need their AI systems to function reliably without missteps.
Recently, Marc Benioff, CEO of Salesforce, noted that many of his customers are becoming more frustrated with the unpredictable behavior of Microsoft’s Copilot.
Singh emphasized that “really smart people” are working hard to develop a way for chatbots to acknowledge when they don’t know the correct answer and need help.
Each new customer request costs $8 to Microsoft
Vik Singh believes that a more modest AI model, one that seeks human help in 50 percent of cases, could still be highly valuable. This approach would save significant amounts of money.
For example, at one Microsoft client, every new customer request costs $8 for a service representative to handle. By using AI, companies could achieve real savings while also providing customers with faster response rates.
Singh started at Microsoft in January and recently stepped into a leadership role overseeing the development of “Copilot,” an AI assistant designed to help with tasks such as sales, accounting, and online services.
The main goal of these applications is to drive revenue and show that the large investments in generative AI are worthwhile.
During the peak of the AI excitement, tech start-ups were making bold claims, with leaders like Sam Altman of OpenAI, which is primarily funded by Microsoft, suggesting that their systems would “uplift humanity.”
For now, however, this new technology is mainly focused on increasing productivity and, ideally, profits. Microsoft says that Copilot helps salespeople by handling research tasks, giving them more time to connect with customers. Singh says this approach has allowed Lumen, a telecom company, to save about $50 million annually.
Singh’s teams are focused on embedding Copilot directly into Microsoft’s software and enhancing its ability to operate more independently.