‘Enterprises are about to face an AI chaos problem’

Everyone can now talk to AI in natural language, but Kore.ai’s Raj Koneru reveals the harder problem: getting AI to think contextually.

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The companies that master reasoning with guardrails will dominate their industries, says the founder & CEO of this US-based provider of conversational and generative AI platform technology, with additional offices located in India, the UK, Japan, South Korea, and Europe. “Without proper governance and orchestration, your AI initiatives will clash, duplicate, and fail,” Koneru told Sudhir Chowdhary at the India AI Impact Summit. Excerpts:

How are organisations restructuring themselves to unlock maximum value from AI?

If you look back at any enterprise, they have changed their applications to take advantage of the internet, then the cloud, and then mobile. Now, all these applications - whether customer-facing like online or mobile banking, or employee-facing like CRM and ERP - are evolving into AI agents.

An AI agent is not tied to just one data source or one context. It can access multiple data sources and bring context from different places. It’s a new type of application, and it can also be autonomous. Autonomous applications didn’t really exist earlier, except in limited decision-support systems in small segments. Now, imagine decision support embedded in every application, everywhere.