As technology advances, working with and programming intelligent bots becomes essential 

by VEISHNAWI NEHRU 

AS TECHNOLOGY continues to advance at a breakneck pace, industry leaders stress the importance of evolving both talent development and regulatory strategies. 

During the Mapping the Landscape: Trends and Opportunities in Malaysia’s Digital Economy session at the Harnessing Digital Disruption: Strategies for Economic Transformation in Malaysia conference, hosted by the Malaysian Institute of Management (MIM), experts stressed on integrating critical thinking and automation into workforce training is becoming essential as traditional skills quickly lose relevance. 

Embracing intelligent bots and problem-based learning is crucial for modern employees, as contact centres evolve from basic data handling to advanced AI-driven solutions. 

Meanwhile, addressing data privacy and implementing efficient policy-making through digital IDs and centralised databases present significant challenges, emphasising the need for effective and ethical management of personal data in a digital age. 

Critical Thinking in Talent Development

Daythree Digital Bhd founder and MD Raymond Davadass said talent is not always the issue. 

“What makes it worse today is that with the proliferation of new technologies, what you learn can become almost irrelevant by the time you graduate, affecting employability,” he said. 

He observed that many graduates lack critical thinking skills hence they would struggle with real-world problem-solving if they rely on traditional text-based methods. 

“We need to address this at the grassroots and education levels because the skills required in our industries are evolving.” 

Davadass said in his organisation, which handles extensive back-office and fulfilment work, many tasks that used to require memorising workflows can now be automated with bots. 

“Today, instead of having a human process a billing request, a simple dropdown menu can handle it, with bots managing the rest,” he said. 

As technology advances, working with and programming intelligent bots becomes essential. 

This shift emphasises the importance of critical thinking and emotional intelligence over rote skills. 

“Addressing this gap is a significant issue for us in talent development,” he said. 

Daythree Digital’s efforts to develop talent focus on equipping individuals with essential skills for the modern workplace. 

For instance, to advance to a managerial role, employees must become certified as Robotic Process Automation citizen developers. 

This certification is a prerequisite for understanding and working with various types of bots, such as aided bots, virtual bots and chatbots. 

Davadass said as technology advances, the role of these tools becomes increasingly significant. 

“Just as calculators were essential for accountants 30 years ago, digital assistants will soon be indispensable. 

“In the near future, we will each have our digital secretary, handling routine tasks like paying bills with just a command,” he said. 

To thrive in this evolving landscape, Davadass advised employees to be adept at working with bots and have a basic understanding of coding or low-coding practices. 

Daythree Digital focuses on teaching these skills to ensure employees are comfortable and proficient in this new environment. 

“Each industry will have its specific tools and preparing our workforce to be adept with these technologies is crucial for staying competitive,” Davadass said. 

Evolution of Contact Centres 

Malaysia Digital Economy Corp Sdn Bhd strategy, research and insight director Raja Segaran said 25 years ago, ICTs were discussed by only a select few. 

However today, digital technology is so pervasive that it impacts everyone, every agency and every ministry. 

“As we develop national plans and road- maps, such as the national micro, small and medium enterprises digitalisation roadmap, we consider various factors, including economic projections. 

“This process involves over 20 ministries and agencies to ensure a unified vision and strategy. This collaborative approach, with a single governance structure, is essential for driving progress and achieving our national goals,” he said. 

Raja said the landscape of contact centres has evolved significantly. Traditionally, contact centres were focused on handling large volumes of data and customer interactions. 

However, the advent of AI brings about the shift from the old notion of a contact centre, where someone simply answers calls to modern centres that leverage AI for advanced solutions. 

“For instance, in the area of trust and safety, platforms like TikTok use AI to moderate content. There are teams dedicated to reviewing and managing this content efficiently.” 

Raja also said when it comes to outsourcing, industry now emphasises global business services, where the goal is to access advanced technologies and expertise rather than just reducing expenses. 

He explained that previously, outsourcing was driven by lower labour costs in places like Malaysia or Indonesia. 

However, at present, service providers seek partners who can offer cutting-edge technology and specialised knowledge, such as large language models and other AI innovations. 

Balancing Data Privacy and Policy Making

Khazanah Research Institute deputy director of research Dr Rachel Gong said Digital ID is designed to verify one’s identity for transactions and accessing services online. 

It simplifies processes by consolidating an identity into a single, trusted digital format. 

“Instead of registering on multiple apps for various services, a national digital ID could streamline these interactions, though it must address cyber security and data privacy concerns,” she said. 

Gong explained that a database like the Central Database Hub (Padu) system collects citizen information for policy-making purposes. 

This data helps determine where to build schools, improve infrastructure, or establish commercial zones. 

However, the challenge lies in integrating this data from different agencies into a centralised or federated system. 

Gong said government agencies should have linked existing databases rather than requiring individuals to re-submit and verify their information. 

She said while the principle behind Padu was sound, aiming to enhance policy-making, the execution fell short. 

“Public scepticism and concerns over cyber security further complicated its implementation. 

“Thus, while both concepts are crucial, their success depends heavily on detailed and effective implementation.” 

Additionally, Gong said talent development is crucial, and it is not just about technical skills. 

She noted that at the organisational level, there needs to be a shift in attitude where new technologies are embraced and decisions are made based on data rather than solely on experience. 

Gong emphasised that leveraging data to analyse trends and identify new opportunities can enhance both threat management and decision-making. 

“For instance, while data privacy and security might be macro-level concerns, an organisation’s specific challenge could be ensuring records are standardised. 

“Without standardisation, data remains less useful. Therefore, using data to inform decisions and improve organisational processes can drive progress and address both macro and micro-level issues,” she added. 

Gong noted that the question about preventing the unethical collection of personal data by online services is an important one, reflecting growing concern over data privacy. 

She cited the European Union’s tackling this issue by regulating large platforms more strictly due to its extensive data harvesting practices, while allowing smaller platforms to operate with fewer restrictions. 

“Similarly, the Malaysian Communications and Multimedia Commission is exploring a licensing approach. 

“By requiring platforms to be licensed locally, they would be subject to national regulations, ensuring compliance with local laws,” she said. 

However, Gong said this approach raises questions about the effectiveness of national controls over international platforms and the broader implications of such measures. 

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• This article first appeared in The Malaysian Reserve weekly print edition