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Gaurav Kachhawa is the CPO of Gupshup, which builds advanced conversational messaging platforms. He knows AI both through his work and working with clients as they deploy it. He gave us a look at what he expects in the very near future with artificial intelligence. (Interview edited for length and clarity.)<\/em><\/p>\n Q: <\/strong>What do you see happening right now with business and AI?<\/p>\n A: <\/strong>Every decade there\u2019s an inflection point in technology. We were working in AI way before this ChatGPT phenomenon, but it has accelerated everything. It has been an inflection point and people have realized that this technology has reached a point where you could have meaningful human-like conversations and drive efficiency.<\/p>\n <\/p>\n Every time there\u2019s a new technology, you go through a phase of reality check and optimism. This time, what has happened is the base experience itself has jumped up expectations several notches in a very short time frame. In terms of customer expectations, they have been educated through their own interactions with ChatGPT, and they say, \u201cHow do I deploy it in business?\u201d<\/p>\n For example, if I\u2019m a car marketplace, I would say, \u201cInstead of deploying, all these different, tools, can I have a chatbot where people can just talk and, book an appointment and make that frictionless process?\u201d If it\u2019s a bank or an insurance company, they\u2019re saying, \u201cI have sales staff everywhere. How do I train them? How do I make sure that the bot can answer the question and they can then use that instead of internal searches?\u201d<\/p>\n So, from employee enablement to support people enablement to customer engagement, there are a whole lot of use cases coming up.<\/p>\n Of course, they don\u2019t realize that there are things like hallucinations, that there are challenges in it.<\/p>\n And so one of the things we realized is the consumer-grade conversational AI here, but there\u2019s a layer above it called business-conditional layer, which puts guardrails, puts all the IP protection, puts security. So that\u2019s what we are in. How do you make this tame this technology for business use?\u00a0<\/p>\n Dig deeper: <\/em><\/strong>How AI enhances multimedia content creation<\/em><\/strong><\/a><\/p>\n Q: <\/strong>In what ways is AI different from other technologies you\u2019ve seen adopted?<\/p>\n A: <\/strong>The first thing is, one of the big trends here is that we have closed-source models and open-source models. And that\u2019s the thing about how you drive competition in an evolving space to bring down costs.<\/p>\n If there was only ChatGPT and we had the paid option in closed source for Enterprise, we\u2019d say, okay, I love it, but it costs a lot.<\/p>\n But in a world now where you have a lot of open source models, the cost of actually accessing the software is reasonable. You can host it in your environment, wherever you want. You can have different sizes of it. So that\u2019s a very powerful phenomenon.<\/p>\n