TM R&D: Industries need AI to maintain competitiveness


PETALING JAYA: Industries should adopt artificial intelligence (AI) to maintain their competitiveness, according to the research and innovation arm of Telekom Malaysia Bhd, Telekom Research & Development Sdn Bhd (TM R&D).

AI could boost productivity, facilitate better decision-making, improve customer satisfaction, and generate novel solutions, it said.

TM R&D chief executive officer Sharlene Thiagarajah said AI’s ability to analyse large datasets and derive insightful information could also be viewed as a useful tool for business enterprises to remain viable in the market.

From automating routine tasks and optimising processes to extracting actionable insights from vast datasets, many are of the opinion that AI redefines efficiency and innovation, according to Sharlene.

Industries such as healthcare, finance, manufacturing, among others, are increasingly leveraging AI to enhance decision-making, streamline operations, and unlock new possibilities.

“Embracing AI represents a strategic imperative for businesses seeking to stay competitive, foster innovation and navigate the evolving technological landscape,” she told StarBiz.

With new AI systems in the pipeline, Sharlene said the group shares the goal of using approaches that improve productivity and automation.

At TM R&D, the primary focus of AI implementation has been to deliver exceptional customer service.

“It is also crucial to be aware of and mitigate biases that may be present in AI algorithms,” she added.

Moving forward, Sharlene said the company had embarked on experiments with large language models (LLM), in late 2022, to elicit user responses, paving the way for its new generative AI-powered interactive and help agent development.

AISHA makes use of the LLM, a subset of generative AI created to produce responses that take context into account, adjust to the conversational style of users, and generally react by understanding the meaning of phrases.

“This is in contrast to a traditional chatbot that often relies on pre-determined rules and structures, providing generic responses without a comprehensive understanding of the broader context of the conversation,” she added.

Additionally, she said TM R&D anticipates LLM to be ubiquitous across several domains and applied across other diverse business concerns.

“For example, the application of LLM in chat prompts and a combination of troubleshooting tools had resulted in autonomous resolution issues,” she said.

Aside from the LLM AI system, the group also targets to release other systems that leverage predictive analysis as well as generative AI soon.

On a separate note, TM R&D had inked a memorandum of understanding with ZTE Malaysia Corp Sdn Bhd to collaborate on a range of R&D innovations under its latest strategic partnership programme.

The collaboration would be coming out with a new innovation called the Green Falcon solution – a revolution to the traditional local area network architecture, the company added.

This article was written by Syazwani Hasnizam, first published in STARBIZ, Apr 1, 2024 issue