Mitihoon – As the new wave of AI sends shockwaves through the business world, rapidly transforming mindsets, workstyles, and customer service experiences, G-Able, a leading Tech Enabler, is unveiling its strategy, “Pacing Yourself to Riding the Wave of AI,” at the G-ABLE Appreciation Night. This initiative aims to support and accelerate the adaptation of Thai organizations to the new economy, enabling them to sustain long-term business stability. At the heart of this strategy is a demonstration of the capabilities of Agentic AI, an intelligent assistant technology that elevates customer service to the next level, enhances competitive advantage, bridges productivity gaps, and revolutionizes customer service as a true driver of growth in the AI era.
Dr. Chaiyuth Chunnahacha, Chief Executive Officer of G-Able Public Company Limited, stated that “This wave of AI is powerful and bringing rapid changes to the business landscape, aligning with Gartner’s report indicating that CEOs worldwide see this AI wave as a ‘Game Changer’. Confidence in AI has surged from 20% in 2022 to 74% last year.
However, many organizations still struggle to adopt AI in ways that generate real benefits or a return on investment. This is a key warning sign that every business is now facing a “new set of challenges” hidden beneath the sophistication of AI technology.
There are three key challenges that senior executives must take into account as part of their comprehensive evaluation, ensuring alignment with their organizational context to drive sustainable long-term growth. Only then can they craft a strategy that covers all dimensions and enables the most effective and impactful use of AI technology to meet their specific business needs,
while keeping pace with rapid technological change. These challenges include:
- Expectation Gap: This refers to the gap between user expectations and the actual capabilities of AI at different points in time. Gartner’s Technology Hype Cycle highlights that in the early stages of AI’s launch, when capabilities are still limited, user expectations are often unreasonably high.
Over time, as user expectations gradually decline, AI capabilities often rise rapidly, outpacing user adoption and understanding. This gap is a game-changing inflection point that organizations must monitor closely. If businesses do not start learning about AI and preparing to adapt their strategies now, they may soon find themselves unable to keep up with competitors.
- Productivity Leakage: According to Gartner, organizations that deploy AI to support their workforce experience productivity leakage in the range of 10–30%. This occurs because, while AI does effectively reduce work time, it does not necessarily lead to a proportional increase in productivity value within the organization. This is a critical turning point that can undermine long-term growth. For example, even though employees may gain an extra 43 minutes per day, they often fail to use that additional time to generate new, meaningful outcomes for the organization, leading to wasted time during working hours.
- AI for Productivity Zones: Selecting AI solutions to enhance productivity in specific departments depends on two key factors that executives must consider before adopting AI in their organizations,
1. Job Complexity and 2. Job Experience. The goal is to maximize impact and increase operational efficiency.
For example, in Call Center operations, Gen AI can help new employees resolve issues and respond to customers three times faster. However, for experienced staff, the benefit is limited, as they already possess deep expertise in handling customer concerns.
On the other hand, in complex roles such as Investment Banking, Gen AI is more beneficial to seasoned professionals, enabling them to make the most of their experience by analyzing in-depth information and producing highly valuable outcomes, more so than junior employees.
Another emerging force in the AI landscape is Agentic AI, which is poised to permanently reshape the customer service experience. As an intelligent assistant capable of “thinking” and “making decisions” autonomously, it can handle complex tasks accurately and efficiently based on user instructions.
Agentic AI functions like a personal assistant that can execute entire workflows, including receiving customer requests, accessing purchase history, checking inventory systems, managing logistics, generating documents in procurement and accounting systems, and engaging in real-time conversations to close customer cases.”
“As of today, we must acknowledge that the development of AI technology is outpacing any other technology humans have ever created. The arrival of Agentic AI, transitioning from a smart tool to an intelligent assistant, is inevitably reshaping how customer service experiences are delivered.
Top of FormNo matter how far AI capabilities evolve, G-Able remains committed to being a trusted business partner and a comprehensive, end-to-end technology expert. The Company continues to enhance organizational competitiveness and resilience across all industries, driven by its unwavering focus on developing technology professionals across all dimensions to stay ahead of every wave of technological innovation,” Dr. Chaiyuth concluded.
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