Are chatbots still relevant in the age of generative AI? From AI governance and implementation challenges to practical opportunities for businesses and governments, these are some of the critical considerations business leaders and policymakers should be having to try to determine how to move beyond the current AI hype. We are joined once again by software development professional and longtime friend of the Podcast, Kern Elliott, who shares his insights on, among other things: how AI has evolved, why automation still matters, and what Caribbean organisations need to consider before investing in AI solutions.

 

This episode is also available on SoundCloud, Apple Podcasts, Spotify and Amazon Music.

Artificial intelligence has become almost impossible to avoid. Whether it is generating text, creating images, summarising meetings or analysing data, AI has quickly moved from being a futuristic concept to an everyday tool. Yet amid all the excitement, it is easy to forget that AI is only one part of a much broader automation journey: one that has been unfolding in businesses and governments for years.

Long before generative AI entered the mainstream, organisations were using automation to streamline routine tasks. Customer service chatbots were answering frequently asked questions, robotic process automation was handling repetitive administrative work, and software systems were helping employees complete tasks faster and more accurately. Although these technologies often operated quietly in the background, they laid much of the groundwork for today’s AI-powered solutions.

However, what has changed is not simply the technology itself, but the expectations surrounding it. Generative AI has raised the bar. Users now expect systems to understand context, engage in natural conversations and deliver more personalised responses. As a result, the distinction between a chatbot, a virtual assistant and an AI agent has become increasingly blurred.

Across the Caribbean region, governments and businesses are under pressure to improve service delivery, increase productivity and operate more efficiently, often while working within tight financial and human resource constraints. AI presents exciting opportunities, but it is not a silver bullet. Many organisations still struggle with fragmented data, legacy systems, inconsistent digital processes and limited technical expertise. Introducing AI without first addressing these foundational issues risks creating expensive solutions that fail to deliver meaningful results.

In this podcast episode, we are revisiting the intersection of AI, chatbots and automation, taking into account how these technologies have evolved since our last exploration in 2023, along with highlighting strategies and considerations Caribbean organisations and countries should be employing as they decide how best to chart a way forward.

 

Introducing our guest

Kern Elliott

Kern Elliott is an accomplished software development professional passionate about implementing transformative digital solutions. As the former Team Lead of Software Development at iGovTT and now a Manager of Digital Products and Customer Experience at the Trinidad and Tobago Unit Trust Corporation, Kern has spearheaded impactful technology innovations, including Trinidad and Tobago’s first government omnichannel live chat and chatbot system (ttGovChat) and led the government’s first hackathon (HackTT). These initiatives have empowered public agencies, streamlined IT delivery, and improved citizen engagement. 

Kern’s vision extends beyond Trinidad and Tobago, aiming to transform IT solutions across CARICOM countries. His leadership and strategic direction in technology are driving significant change in the Caribbean.

Kern also attained a Prime Minister’s Special Award for Scientific Ingenuity in 2015. His expertise includes system analysis, product management, data analytics, and AI Agent development.

 

Insights into our conversation

In response to my very first question about which AI developments have surprised him the most since our last conversation in 2023, Kern highlighted the speed at which AI has been evolving and the challenge of keeping abreast of all the developments that are occurring, and their implications. Further, as emerged during this conversation, AI is also introducing a range of complexities that organisations ought to consider to ensure successful implementation and robust outputs from the models deployed.

 It is also interesting to note that in a world being increasing driven by AI, there is still a role for chatbots. However, organisations need to determine where each technology delivers the greatest value, and what the benefits might be if they are combined.

Below are key questions that drove our conversation with Kern.

  1. When you were last on the podcast, generative AI was just beginning to capture everyone’s attention. Looking back, what developments have surprised you the most?
  2. Has the excitement around generative AI lived up to expectations, or have organisations discovered that implementation is more difficult than anticipated?
  3. Have organisations become more realistic about where AI genuinely adds value, versus where traditional automation or chatbots remain the better solution?
  4. Today, many organisations are deploying AI assistants rather than traditional chatbots. Is this simply a rebranding exercise, or is there a meaningful technological difference?
  5. Governments around the world are experimenting with generative AI. Where do you believe the greatest opportunities lie for Caribbean governments?
  6. Which public services should governments not be rushing to automate with AI?
  7. In 2023, you highlighted the importance of AI policies. Since then, have organisations made meaningful progress?
  8. Where do you see the greatest opportunities for locally developed AI solutions in the Caribbean?
  9. Which jobs do you believe will change the most over the next five years?
  10. Three to five years from now, what do you think we’ll laugh about regarding today’s AI hype?
  11. If you could give every Caribbean CEO one piece of advice about AI adoption, what would it be?

 

We would love to hear your thoughts!

Do leave us a comment either here beneath this article, or on our Facebook or LinkedIn pages, or via Twitter, @ICTPulse.

Also, if you or a member of your network is interested in joining us for an episode, do get in touch.

Let’s make it happen!

 

Select links

Below are links to some of the organisations and resources that were mentioned during the episode, or otherwise, might be useful:

 

 

Images credit:  K Elliott;  Freepik (Magnific); Freepik (Magnific); Freepik (Magnific)

Music credit: The Last Word (Oui Ma Chérie), by Andy Narrell

Podcast editing support: Mayra Bonilla Lopez