This article first appeared in Forum, The Edge Malaysia Weekly on April 7, 2025 - April 13, 2025

Artificial intelligence (AI) is no longer a distant vision of the future; it’s a driving force in today’s global economy. PwC estimates AI could contribute US$15.7 trillion by 2030, a figure that surpasses the combined gross domestic product of India and China today.

Businesses that fail to integrate AI are not just falling behind; they risk obsolescence. The real question isn’t whether AI will change business — it already has. The focus now is on who will adapt and thrive in this AI-powered era.

AI is no longer confined to chatbots; it is revolutionising core business functions, enhancing decision-making and streamlining operations. Here’s how AI is making an impact across industries:

Marketing: AI enhances strategies by analysing customer behaviour for personalised experiences and tailored recommendations. It also aids in content creation for blogs, websites, social media and email campaigns.

Sales: AI streamlines prospecting by identifying and scoring leads. AI-driven forecasting predicts sales trends for better resource allocation. Automation of tasks like scheduling and customer relationship management updates enhances productivity.

Customer service: AI-powered chatbots and virtual assistants provide instant, round-the-clock support, handling high volumes of enquiries and improving response times.

Human resources: AI not only automates time-consuming recruitment tasks such as résumé screening and candidate shortlisting, but also enhances employee onboarding and offboarding by managing administrative tasks, ensuring compliance and providing employees with necessary information. AI chatbots can even assist employees with payroll, benefits and policy-related queries.

The benefits of AI adoption extend far beyond operational efficiency. Companies such as Amazon, Walmart, H&M and Levi’s are using AI to personalise customer experiences, optimise inventory management and predict demand. In healthcare, institutions such as the Cleveland Clinic and Mayo Clinic leverage AI to enhance diagnostic accuracy, optimise patient flow and improve overall treatment outcomes. Meanwhile, the financial sector is seeing AI-driven innovations in fraud detection, algorithmic trading and personalised financial planning.

However, integrating AI isn’t without its challenges. Many businesses struggle with skills shortages, legacy system integration, data privacy concerns and employee resistance. For AI to be a truly transformative force, it must be accessible to businesses of all sizes, not just large corporations.

Organisations need AI implementation experts who can navigate these challenges and ensure AI adoption is both effective and scalable.

AI is no longer just a tool; it is an intelligent partner, shaping the future of business. Those who embrace it will not only drive innovation and boost efficiency but also secure a competitive advantage in an increasingly dynamic, AI-driven world.

This is the first of a monthly column on the role of AI in business. Going forward, we will delve into subjects such as assessing an organisation’s readiness for AI; choosing the right AI tools and platforms; workforce and organisational readiness; and measuring AI success and return on investment.

Akhil Gupta is founder and group CEO of a business group with a presence in 18 countries

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