It’s been a while since I last wrote here; I’ve been pretty busy lately. But with Chinese New Year upon us, I’ve finally got a moment to pause and reflect. The Future of Us is all about sharing experiences to inspire proactive thinking about our future. In that spirit, I want to discuss a trend that’s rapidly transforming our world: artificial intelligence (AI).
While AI might seem like a topic for tech giants, it’s increasingly relevant to all of us, impacting various aspects of our lives and work here in Singapore. From insurers integrating AI into their operations to small business owners automating customer interactions, AI is no longer a distant concept; it’s happening now. And since AI adoption is something I work with closely, I wanted to take this opportunity to share some real-world examples of how businesses across different industries are leveraging AI to stay ahead.
Insurers Are Jumping on the AI Bandwagon
Coming from an insurance background, I like to keep tabs on what’s new in the industry. Recently, I noticed that big players like Prudential are diving into AI with initiatives like their AI Lab in Singapore. Not surprisingly, AIA Group is heading in the same direction, moving from a successfully implemented digital transformation to positioning themselves for enterprise -wide generative AI deployment.
These developments signal a shift with AI not just being used for automation, but also for improving decision-making, customer service, and even underwriting processes. The insurance industry has always been data-heavy, and AI is helping companies process and analyse vast amounts of information faster and more efficiently than ever before.
Gucci’s AI Revolution
Gucci provides a fascinating example of AI adoption in retail. By implementing Salesforce’s Einstein Copilot system (Gucci GPT), they enhanced case handling efficiency by 30% and improved sales conversions. Support staff, who traditionally weren’t focused on sales, could now handle sales tasks alongside their customer service duties, effectively boosting their workforce’s productivity.
This approach doesn’t just reduce costs; it enhances the shopping experience for customers by providing more personalised recommendations and faster service. It’s proof that AI can transform industries beyond tech, including fashion and luxury retail.
AI Isn’t Just for the Big Players
When OpenAI introduced ChatGPT to the world, they provided extensive API documentation, allowing developers to build their own apps using OpenAI’s AI models. The API platform pricing is affordable, making it accessible for small companies and individuals. The above, plus, the availability of government grants for innovation and productivity, including automation means that adopting of AI is within reach for Singapore businesses of all sizes. The main hurdle seems to be a lack of awareness about how AI can improve productivity, reduce operating costs, and boost revenue, rather than affordability.
Now, with players like DeepSeek entering the scene, AI is becoming even more accessible. DeepSeek’s open-source AI models rival some of the best in the industry but at a fraction of the cost, making AI adoption easier than ever. Their “mixture of experts” approach maximises efficiency, lowering both computing and financial barriers for businesses worldwide. This shift means that small businesses no longer have to rely solely on expensive proprietary AI solutions — they now have powerful, cost-effective alternatives.
Our AI Journey at Awesome Sites
At Awesome Sites, we’ve fully automated our customer service functions using AI. Our AI assistants handle phone calls, set appointments, send payment or sign-up links, and answer inquiries via WhatsApp. They even follow up with participants who sign up for our classes but haven’t made payment yet. And the best part? They’re available 24/7, no breaks or medical leave needed.
Beyond customer service, AI has streamlined many of our internal operations. From automating follow-ups to handling administrative tasks, AI has freed up valuable time that we can now spend on further growing our business.
AI for Low-Tech Businesses
One of the biggest misconceptions is that AI is only for tech companies. That’s simply not true.
I’ve personally deployed AI for a Singapore based moving company, building the first-of-its-kind moving price calculator. It allows customers to chat with an AI assistant in a conversational style, guiding them to input the items they need to move on a room-by-room basis so that nothing is excluded. The AI assistant then provides a price estimate, helping users plan which items to dispose of or donate if the estimated moving price exceeds their budget. In the words of Roger Kwek, the founder of Rodex, “It takes away much of the work my admin staff has to do day by day.”
Another AI use case is for an eCommerce business. This time, it’s a local florist website where the AI acts as an intelligent product recommendation engine, taking in customer needs and suggesting the most suitable bouquet. Instead of browsing through the entire collection, customers simply type in what they need, and the AI assistant recommends two bouquets to choose from. If asked, the assistant can justify its recommendations, help craft meaningful messages to accompany the bouquets, and offer flower care tips to make them last longer.
The Future of AI — and Us
As awareness grows, more business owners will start leveraging AI, not just to cut costs, but to enhance productivity and create better experiences for their customers. And with companies like DeepSeek entering the scene with open-source AI models, the barriers to AI adoption will continue to lower.
But AI isn’t just about technology — it’s about people. It’s about how we choose to use these tools to shape the future we want. The Future of Us is about taking charge of our own paths, and AI is one of the most powerful tools available to us today. Whether you’re a business owner, a student, or someone just curious about where the world is headed, the key is to stay informed and open to change.
The future isn’t a matter of chance; it’s something we actively create. So let’s embrace AI, learn how to use it wisely, and shape a better future for all.
The above is just me penning my thoughts out loud. What about you? What do you think? How do you see AI shaping your future?
AI has transformed society, making cutting-edge technology accessible to everyone, regardless of their technical expertise, indeed. Personally, platforms like Meta AI have revolutionized my decision-making, providing valuable insights and grasping unfamiliar topics quickly.
However, as AI becomes more pervasive, it’s crucial we acknowledge its potential risks and downsides. We must prioritize responsible AI use and remain vigilant about its insidious impact, ensuring we harness its power for the greater good.
Couldn’t agree more, Crispyn. AI’s impact is undeniable, and while it brings immense benefits, it also comes with significant downsides — privacy concerns, misinformation, and even manipulation if it falls into the wrong hands. Job displacement is another critical concern, making it all the more important for people to stay aware of the changes around them and adapt proactively. As depicted in the book Who Moved My Cheese?, being caught off guard by change can leave us unprepared, so staying informed and agile is key.