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Forbes
26-06-2025
- Business
- Forbes
The Best Way To Improve Your AI Agent? Use It Yourself
Photo by Solen Feyissa on Unsplash As an entrepreneur, my goal has always been to build products I want to use. Back when I was working at a media company in New York, I created a form builder that saved tons of time. I used it myself because it made my life easier—it also served as the basis for what would become my company, Jotform. The world looks a lot different now than it did in 2006, when Jotform was born. If you'd told me then that in 2025, we'd release an AI agent capable of talking with customers in a human-like way, autonomously carrying out tasks, and customizing forms on its own, I probably wouldn't have been too surprised. Or rather, I'd be amazed by how much had changed—after all, this was back before the iPhone had even made its debut. But the idea that I'd be leveraging the latest technology to make tedious tasks simpler? That's right up my alley. To this day, I believe my form builder became a hit because I used it myself—that meant I also experienced its bugs and imperfections, and saw opportunities for features I thought would make it better. Fast forward to this year, when we released our new AI agents. Not only are our agents super helpful for our customers, but they're incredibly helpful for us, too. Of the 5,000 conversations our agents engage in daily, 2,000 are with Jotform support staff. This high level of engagement throughout the company presents us with an amazing opportunity to improve our product. Here's why. We Understand Areas For Improvement As a business owner, I've always encouraged our teams to use our own products. After all, if we're not using it, it's hard to get a sense of the issues our customers are facing. While there were obviously occasions where we would use our own forms organically, we mostly had to contrive use cases ourselves. With our AI agents, the opposite is true. We're using them not because we have to, but because they're a huge time-saver for our customer support staff. Using our agents as much as we are has been instrumental in allowing us to understand areas for improvement. For example, in reviewing the conversations our agents are having, I've noticed its responses are good, but they're not always able to autonomously solve a problem without a human member of the support team intervening. If a customer has a localized technical issue—say their access was suspended and they need it restored, or they have a very specific question about their account—a human team member will ultimately still need to get involved to address the problem. Knowing this now, we're committed to dedicating an entire support team to making sure the agent can solve such problems on its own. If you're not really using your own product and getting to know it, issues that arise are mostly theoretical. We do our best to address problems and add features our customers want, of course, but our understanding of their effectiveness is incomplete. But by using our agents ourselves, on a daily basis, we really understand any pain points our customers are having—because we're having them, too. We're Training Agents In Real Time One of the greatest debates in the tech world now is the extent to which agents' actual utility will outweigh the hype. While there have been plenty of early adopters, the truth is that the general public isn't clamoring to try them out—for the most part, people just want their problems solved. According to data from Salesforce, 54 percent of consumers don't care how they're interacting with a company, as long as their problems are fixed quickly. Our user base is still growing, but because we're using our own AI agents so much, we're simultaneously training them to be more effective. The beauty of generative AI is that it learns from every new query it tackles, improving upon and refining its answers continuously. That we're constantly engaging our agents with real data from real customer inquiries means our agents are getting better at their jobs with each passing day. Our agents aren't perfect yet. No one expects them to be. But we're reviewing every single one of the conversations they're having, identifying problems and improving iteratively. We're carefully monitoring performance, identifying mistakes, tracking patterns and providing new learning data. As agentic AI gains traction and more users sign up, our AI will continue evolving, offering smarter, faster, and more accurate solutions while reducing the burden on human support teams. We're Training Our Human Employees, Too As AI takes over mundane tasks, our customer support teams will be able to use their time solving more interesting problems. But as agents get more adept at handling support on their own, our teams' responsibilities will shift to training, effectively upskilling them for a new AI-powered world. This not only helps them grow their own skills, it also keeps them energized and engaged. Without a doubt, the best way to build a great product is to use it yourself and to keep refining it based on real-world feedback. By embedding AI agents into our own daily operations, we're not just improving the technology; we're shaping the future of customer support.
IOL News
24-06-2025
- Business
- IOL News
Is Google's search monopoly ending? What this could mean for digital marketing
DeepSeek and other entrants are challenging the search dominance of Google. Image: Solen Feyissa/Unsplash Earlier this month, I found myself picking at something that's been nagging at me of late. So I did what any insight-seeking strategist does these days - I asked X: "Who else is currently pondering answer engine and AI agent optimisation?" The response from Ross Simmonds, the founder of Canadian B2B marketing agency Foundation and author of Create Once, Distribute Forever: How Great Creators Spread Their Ideas and How You Can Too, was immediate: a wave emoji. What ensued was a conversation that crystallises something you might be sensing. How we got here For the past two decades, Google has essentially owned the internet's front door. Here's how their empire worked: you searched for something, Google showed you ten blue links surrounded by adverts. If you wanted your business to appear in those results, you played by Google's rules - either through search engine optimisation (SEO), where you twisted your content to please Google's algorithms, or through AdWords, where you paid to appear at the top. This system shaped everything. Entire industries sprang up around gaming Google's preferences. Content creators wrote for robots first, humans second. Marketing budgets poured into deciphering what Google wanted, then delivering it. Now that's changing. Instead of ten blue links, we're getting direct answers from AI systems like ChatGPT, Google Gemini, Perplexity, and dozens of others, including newer open source entrants like DeepSeek. Ask "What's the capital of Mali?" and these tools simply tell you "Bamako" rather than sending you to Wikipedia or trying to sell you a holiday package. New game But here's where it gets interesting, and where my conversation with Simmonds began. These new "answer engines" (as the digital content and marketing industries are starting to dub them) face the same fundamental challenge Google did: how do you make money from giving people information? Video Player is loading. Play Video Play Unmute Current Time 0:00 / Duration -:- Loaded : 0% Stream Type LIVE Seek to live, currently behind live LIVE Remaining Time - 0:00 This is a modal window. Beginning of dialog window. Escape will cancel and close the window. Text Color White Black Red Green Blue Yellow Magenta Cyan Transparency Opaque Semi-Transparent Background Color Black White Red Green Blue Yellow Magenta Cyan Transparency Opaque Semi-Transparent Transparent Window Color Black White Red Green Blue Yellow Magenta Cyan Transparency Transparent Semi-Transparent Opaque Font Size 50% 75% 100% 125% 150% 175% 200% 300% 400% Text Edge Style None Raised Depressed Uniform Dropshadow Font Family Proportional Sans-Serif Monospace Sans-Serif Proportional Serif Monospace Serif Casual Script Small Caps Reset restore all settings to the default values Done Close Modal Dialog End of dialog window. Advertisement Next Stay Close ✕ Ad loading During our brief X exchange, I found myself describing what feels wrong about some of these new systems: "Imagine asking a shop assistant a basic question and instead of just answering, they stall - fishing for your intent, upselling alternatives, or quietly collecting your data to monetise your attention." I get it, though. These companies have raised billions in funding. They've got cutting-edge infrastructure to pay for, staff to employ, shareholders to satisfy. The idealistic vision of "just answer the question" crashes into commercial reality pretty quickly. Where it gets complicated Simmonds reckons that there's going to be a split: "Information retrieval vs emotional connection. Many will rely on the AI to simply get information (i.e. how long should I bake my lasagne) but they'll rely on emotional channels (podcasts, reels, TikToks and YouTube) to understand 'how to make lasagne like a grandma from Tuscany.'" This feels profound. We may well be creating two internet economies: one for facts, handled by machines a la AI agents, and another for meaning, still very much human territory. Pattern recognition I'm struck by my own experience developing and executing content strategies and tactical media plays for leading global organisations. Working on community-building assignments and ecosystem engagement projects, the most successful approaches weren't about gaming Google's algorithm or buying more AdWords. They were about genuinely useful answers to real stakeholder questions, particularly from founders and investors, delivered through compelling media and meaningful in-person engagement. But even then, I noticed that over-reliance on advertising channels like AdWords felt precarious. Not just because I've always been uncomfortable with hard-selling and hijacking people's attention, but because at some fundamental level, sustainable business happens between people who trust each other. Commercial reality Here's what I think is happening with these new AI systems, and why it matters for anyone trying to reach customers online: the companies building them are facing the same pressure Google did to figure out monetisation. Some are optimising for keeping you on their platform longer. Others are cutting deals with specific information providers. Many are collecting detailed data about what you're asking to build advertising profiles. We're already seeing the early signs: Perplexity's licensing deals with (mostly) Western publishers, WPP's digital marketing partnership with Claude (Anthropic), query limits for free users on various platforms, 'premium' answer tiers, and experiments with sponsored responses that prioritise certain sources over others. Ultimately, for them, it's just business. And that means that these systems are developing their own biases and blind spots, just as Google's did. The human element By the end of our brief exchange, Simmonds and I found ourselves aligned on something: "...the lasting moat exists for people," he said. The technical systems will evolve to handle the mechanical aspects of information delivery, but human connection, cultural context, and authentic perspective remain irreplaceable. It's not about choosing sides between human and artificial intelligence. It's about recognising that as these new systems reshape how information flows, the premium on genuine human insight - the kind that feels personally and culturally grounded - is only going to grow. Google's two-decade reign over internet search might be ending, but the real question isn't who's won. It's what kind of information ecosystem we're building next, and whether we can do better than the attention-hijacking game that got us here in the first place. Andile Masuku is Co-founder and Executive Producer at African Tech Roundup. Image: Supplied Andile Masuku is Co-founder and Executive Producer at African Tech Roundup. Connect and engage with Andile on X (@MasukuAndile) and via LinkedIn. *** The views expressed here do not necessarily represent those of Independent Media or IOL. BUSINESS REPORT
The Wire
18-06-2025
- Business
- The Wire
The Battle for TikTok Is at the Forefront of a Deeper Geopolitical Trend
Menu हिंदी తెలుగు اردو Home Politics Economy World Security Law Science Society Culture Editor's Pick Opinion Support independent journalism. Donate Now World The Battle for TikTok Is at the Forefront of a Deeper Geopolitical Trend Shweta Singh 44 minutes ago US politicians worry that its owner, ByteDance, could be forced by the Chinese government to hand over American user data, or manipulate TikTok's algorithm to serve Beijing's political agenda. Representative image of a person holding phone with the TikTok app open on it. Photo: Solen Feyissa/Flickr (CC BY-SA 2.0). Real journalism holds power accountable Since 2015, The Wire has done just that. But we can continue only with your support. Contribute now After years of mounting scrutiny over TikTok's data practices, in 2024 the Chinese video platform was threatened with a forced sale in the US or a nationwide ban. With the deadline looming on June 19, US–China tech rivalry has entered a new and more aggressive phase. TikTok vowed to fight forced divestment, claiming it would 'trample' free speech. But what started as a controversy over data privacy now has global implications. This conflict is about more than just an app. It represents a shift in the balance of digital power — one that could redefine how nations view national security, economic sovereignty and the internet itself. In light of my research on AI bias, algorithmic fairness, and the societal impact of digital platforms and my experience advising government on AI regulation and digital ethics, I see TikTok as the flashpoint of a broader, more dangerous trend. Digital spaces are becoming battlefronts for geopolitical influence. TikTok has evolved from a social media app to – in the eyes of some policymakers – a digital weapon. Its massive global following has made it a cultural juggernaut. But this viral success has also made it a prime target in the escalating US-China tech war. US politicians worry that its owner, ByteDance, could be forced by the Chinese government to hand over American user data, or manipulate TikTok's algorithm to serve Beijing's political agenda. The concerns are serious, even if not proven. Platforms have been used to sway political sentiment before — as with Facebook in the Cambridge Analytica scandal. But TikTok is different. Its algorithm isn't like those of other social platforms that rely on a user's social graph (what you follow, who you know) to connect people, organisations and places. Instead, TikTok uses a real-time recommendation system based on micro-interactions: how long you watch a video, whether you pause or replay it and even your swipe patterns. The result is an ultra-addictive content stream. This gives TikTok an almost unprecedented power to shape opinions, whether intentionally or not. TikTok in the US: three possible scenarios There are three potential outcomes for TikTok. The first is a forced sale to a US-based entity, which could satisfy lawmakers but likely provoke severe retaliation from China. The second is a ban, which may be more symbolic than effective, but would send a strong message. The third, and perhaps most likely, is a long, drawn-out legal battle that results in a stalemate. Trump seems set to extend the June 19 deadline, after all. But there's a deeper issue here. The world is becoming increasingly divided along digital lines. The US and China are building rival digital ecosystems, each suspicious of the other's platforms. Like past restrictions on Huawei and Nvidia chip exports, this case signals how national security and economic policy are merging in the digital age. This threatens to splinter the internet, with countries choosing sides for their suppliers based on political and economic allegiances rather than technical merit. For China, TikTok is a symbol of national pride. It's one of the few Chinese apps to achieve global success and become a household name in western markets. Forcing ByteDance to sell TikTok, or banning it, could be seen as an affront to China's ambitions on the global digital stage. It's no longer just about a platform — it's about control over the future of technology. TikTok's defenders argue that banning the app would undermine free speech, stifle creativity and unfairly target a foreign-owned platform. These concerns are valid, but the broader landscape of digital platforms is far from straightforward. Other platforms have faced criticism over allegations of spreading misinformation, amplifying bias and contributing to social harm. However, the key distinction with TikTok lies in its algorithm and its ability to sway opinions on a global scale. TikTok's 'for you' feed tracks micro-interactions, serving up personalised content with an addictive intensity. As a result, users can find themselves pulled deeper into curated content streams without realising the extent to which their preferences are being shaped. While its competitors might be able to spread misinformation and stoke division in more traditional ways, TikTok could potentially do so through the finely tuned manipulation of the user's attention. This is a potent tool in the world of digital politics. It also raises critical questions about how the US approaches regulation. Is TikTok a genuine national security threat or simply a symbol of the growing strategic competition between two superpowers? Rather than relying on bans and trade wars, what is needed is robust, cross-border frameworks that prioritise transparency, data protection, algorithmic accountability and the mitigation of online harms. Concerns about harassment, disinformation, addictive design and algorithms that amplify toxic content are not unique to TikTok. US legislation such as the Kids Online Safety Act and the proposed Platform Accountability and Transparency Act signal growing concern. But these efforts remain piecemeal. The EU's Digital Services Act is a welcome model for accountability. But global coordination is now essential. Without it, there is the risk of further fragmentation of the internet (what has been called the 'splinternet' — where access is determined by geopolitics rather than universal principles). The digital world has long been dominated by a handful of powerful corporations. Now it is increasingly shaped by state rivalries. The battle over TikTok is a harbinger of deeper tensions around how data, influence and trust are distributed online. The real question now is not whether TikTok survives, but whether nations can craft a digital future that prioritises democratic values, cross-border collaboration and the public good. This isn't just about national security or free speech. It's a defining moment in the battle for the future of the internet. This article was originally published on The Conversation. The Wire is now on WhatsApp. Follow our channel for sharp analysis and opinions on the latest developments. Make a contribution to Independent Journalism Related News Two Systems, Two Spheres: The Slow, Painful Divorce of the US and China Weakened Russia, Rising China and an Unsteady US: A Strategic Triangle That India Must Navigate China Agrees to Supply US With Rare Earths: Trump US-China Trade Talks to Move Forward After Trump-Xi Call Officials of ED Are Evolving by Expanding Their Powers Day by Day: Madras HC Post Op Sindoor, Experts Say India Should Look Beyond Traditional Suppliers For Defence Procurement 'Same Sex Marriage Not Legalised But Couples Can Very Well Form A Family': Madras HC Number of Companies Awaiting Licences From China For Importing Rare-Earth Magnets Double in Two Weeks LA Protests: Trump's Decision to Deploy Military Criticised, California Governor Terms Move 'Deranged' About Us Contact Us Support Us © Copyright. All Rights Reserved.
Phone Arena
13-06-2025
- Phone Arena
ChatGPT's new voice is so real, it might fool your mom
OpenAI has unveiled a big upgrade to ChatGPT's Advanced Voice Mode. Apparently, soon, talking to an AI assistant might feel as natural as talking to a friend. Hopefully, you'd still remember it's an AI, though. This new update brings a more fluid, expressive, and human-like speech to the AI assistant for paid users. According to the company, the assistant now uses subtler intonation, has a more realistic cadence of speech, and even emotional inflection, like sarcasm or empathy. Also, there's a new feature for ChatGPT Voice: real-time translation. With this update, you can ask ChatGPT to translate between languages on the go, and it will continue translating until you stop it yourself. So basically, you can speak English to it while traveling in another country, and it would continue translating your words into that other country's language. It will also listen to the other person who may talk with you and translate their words into English for you. Image Credit – Solen Feyissa Photo by Solen Feyissa on Unsplash This useful addition eliminates the need for switching different apps or fiddling with them. It allows for a more seamless conversation even when someone isn't speaking your language. The Advanced Voice mode is available to paid ChatGPT users in all markets. To access it, you can just tap the microphone icon in the message composer. However, OpenAI does underline the new voice mode isn't entirely without, well, AI faults. You may experience some dips in audio quality or tonal consistency with some voices, including some odd changes in pitch (depending on what you're talking about with the assistant, I can imagine this sounding a bit creepy, don't you think?) Even funnier (or creepier) you may hear some fake ads or random background music during the conversation. OpenAI said it's working on fixing those with a future update. But all in all, the update seems useful and should get rid of the feeling you're talking with a strange robotic creature. Personally, I like the idea of refining AI to sound less robotic, but at the same time, I still believe we shouldn't forget it's not really a human we're speaking with. Maybe the random background music can help with that.
The Star
29-05-2025
- The Star
Nigerian TikTok celebrity jailed for 'spraying' cash
Kunya, a TikToker from northern Nigerian city of Kano with more than a million followers, was sentenced by a federal high court in the city after pleading guilty to the offence, court documents show. — Photo by Solen Feyissa on Unsplash KANO, Nigeria: A Nigerian court on May 28 sentenced a popular TikToker to six months in jail for "spraying" the local naira currency into the air at a party, a common local celebratory practice. Murja Kunya, a TikToker from northern Nigerian city of Kano with more than a million followers was sentenced by a federal high court in the city after pleading guilty to the offence, court documents show. Justice Simon Amobeda gave Kunya an option of 50,000 naira (RM133) fine and gave an order appointing her as an online campaigner against naira abuse using her huge following on social media. Kunya, a 26-year old social media influencer, has earned notoriety for serially running afoul with the law for her online videos deemed immoral by authorities in the conservative city. Her offensive videos led to her several arrests and arraignment in court by the police. She was arrested by Nigeria's anti-graft agency, the EFCC, in January after an online video showed her spraying naira notes in a hotel room in the city, an act prohibited under Nigerian law. The social media influencer was granted administrative bail by the EFCC but absconded and failed to appear in court for arraignment. She was rearrested in March, after weeks of hide-and-seek with EFCC operatives and arraigned in court where she pleaded guilty. Celebrating with bank notes, known as "spraying", is common at Nigerian weddings and parties, but prohibited by law for insulting the national naira currency. Since last year the EFCC has been enforcing a 2007 law outlawing the abuse and mutilation of the naira, while critics say the law is being selectively enforced. Several celebrities have been arrested and taken to court under the law which provides for up to six months jail term and a 50,000 naira (RM 133) fine. – AFP
