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1、CoverResearch IntelligenceCustobots in ActionSeptember 2024Krungsri ResearchContentsExecutive summary3Meet the Custobots:AI-driven automated customers4Custobot services available today10Custobots in banking and finance 12Challenges in Custobot Development and Deployment13Krungsri Research view:How w

2、ill banks respond to the advent of machine customers?15References16Subscribe UsDisclaimerUnless explicitly stated otherwise,this publication and all material therein is under the copyright of Krungsri Research.As such,the reuse,reproduction,or alteration of this text or any part thereof is absolutel

3、y prohibited without prior written consent.This report draws on a wide range of well-established and trustworthy sources,but Krungsri Research can make no guarantee of the absolute veracity of the material cited.Moreover,Krungsri Research will not be held responsible for any losses that may occur ei

4、ther directly or indirectly from any use to which this report or the data contained therein may be put.The information,opinions,and judgements expressed in this report are those of Krungsri Research,but this publication does not necessarily reflect the opinions of Bank of Ayudhya Public Company Limi

5、ted or of any other companies within the same commercial group.This report is an accurate reflection of the thinking and opinions of Krungsri Research as of the day of publication,but we reserve the right to change those opinions without prior notice.For research subscription,ContentsCustobots in Ac

6、tionExecutive summary3The wave of technological progress has introduced numerous innovations into the mainstream,with artificial intelligence(AI)being the most recent and high-profile arrival.AIs capabilities are vast,particularly in assisting with decision-making processes.These systems can identif

7、y core issues,gather information,compare choices and outcomes,and make decisions.As AI can complete all stages of this process,it is now possible for humans in business transactions to be replaced by AI-driven machine customer,or custobots(a portmanteau of customer and robot).Because custobots are a

8、t an early stage of development,their abilities remain limited.They are typically deployed in contexts where their operations are controlled by a human user.However,in the future,custobots may operate independently of immediate human oversight.This has the potential to generate significant economic

9、impacts,with estimates suggesting these developments could generate over USD 300 billion in income by 2030.Nevertheless,deploying custobots remains a challenge.Issues such as customer worries over transparency,uncertainties in marketing to custobots,the divergence between technical services required

10、 by human and machine customers,and the impact of further technological progress and regulatory changes need to be addressed.In the financial sector,custobots may support customer services or back-office operations.It may also become necessary to develop non-human agents to interact with custobotsas

11、 they become more effective and numerous.Dr.Pimnara HirankasiHead of Research Division and Chief E+662 296 6457 Chanatta ThararosR+662 296 2000 Ext:10214Custobots in Action What are custobots and why are they important?Artificial intelligence(AI)has rapidly evolved from a novel technology to an inte

12、gral part of the technological backdrop that supports modern consumer life.AI is thus transitioning to a mainstream product,integrated into decision-making systems like AI-enabled object-detection inventory monitors that alert when stocks are low,or virtual personal assistants that gather and collat

13、e data for users.These human-support systems are being rapidly developed,and an inflexion point may soon be reached when AI applications become fully fledged independent agents,managing activities within their domain without human intervention.Custobot is a combination of the words customer and robo

14、t and is also known as a machine customer.The IT and management consultancy Gartner1/defines custobots as non-human economic agents that can source and negotiate for goods and services in exchange for payment automatically.These have been designed as customer agents that offer personalized experienc

15、es to their users.Unlike virtual assistants like Alexa and Siri,smart devices,or general automated systems,custobots can continuously learn from interactions with users and trade partners and adapt organically to changing situations.This allows custobots to act as full customer agents in the market.

16、By 2028,an estimated 15 billion internet-enabled devices able to function as customer agents,and by 2030,custobots are predicted to generate USD 300 billion in earnings.This rapid expansion will elevate the importance of custobots above digital commerce2/.Nevertheless,the prediction that human custo

17、mers will be replaced by machines is not new.In 2019,David G.W.Birch suggested in an online article3/that human customers would gain greater access to high-performance AI systems provided by leading tech companies.These AIs would take over the assessment and negotiation of financial products.Consequ

18、ently,financial service providers might shift their efforts to selling primarily to robots rather than humans.Meet the Custobots:AI-driven automated customers41/https:/ commerce describes the overall digital system within which goods and services are distributed,and includes backend service provider

19、s,and all associated processes,technologies,and consumer experiences.These may be delivered through different parts of the internet,including e-marketplaces,mobile phone apps,and social media platforms.By contrast e-commerce has the more specific meaning of the sales of goods and services and the bu

20、ilding of brand awareness through online channels(Read more at https:/www.trade.gov/ecommerce-definitions)3/https:/www.wired.co.uk/article/future-of-banking-robots#:text=Financial%20institutions%20are%20already%20using,for%20customers%20and%20by%20customersCustobots in Action5 How do custobots work?

21、Custobots operations(Figure 1)begin with users,either individuals or enterprises,providing purchasing instructions,conditions,a budget,and other necessary information.AI-powered custobots then integrate this data to process,investigate the market,and negotiate with potential goods or services provid

22、ers.These are also able to adjust their interactions based on user actions,preferences,and feedback to achieve the best possible outcome.Custobots may be developed by tech companies that generate income from usage fees or run by companies aiming to expand their sales channels and connect with more c

23、ustomers.Custobotscan be found in both hardware and software4/versions,embedded in various economic activities,whether in production,exchange,or consumption.Examples of hardware-based custobotsinclude robots on production lines ordering replacement parts directly from suppliers,self-driving cars rec

24、harging themselves,internet-connected fridges or washing machines ordering food or detergent from retailers when supplies run low,and printers restocking ink.Software custobots include chatbots assisting in supplier negotiations,AI shopping assistants using natural language processing(NLP)5/to inter

25、act with customers,and AI-enabled advisors making investment recommendations based on individual user preferences.Figure 1Custobots EcosystemCustobotsInput orders/preferences/budget/feedbackOutputBusinessesIndividualsNegotiate/buySell/serveSoftwareHardwareProduct Sellers/Service ProvidersUsersCustob

26、otsDevelopersDevelopMay as well be developersReceive FeesRegulateFollowRegulators*Depend on each industry4/https:/ is a machine learning technology that gives computers the ability to interpret,manipulate,and comprehend human language.(Read more at https:/ Research Custobots in Action6 How do custob

27、ots supplement human abilities?Although custobots have been developed to mimic humans natural decision-making abilities,research shows that there is still a significant gap between machine and human decision-making processes6/.Nevertheless,custobots embody the following features that help them provi

28、de support to users(Figure 2).Structured and efficient decision-making:Humans are subject to strong emotions,whether negative(anger,fear,sadness,etc.)or positive(joy,happiness,pleasure,etc.).These emotions are likely to negatively impact decision-making efficiency.In contrast,custobots are emotionle

29、ss and operate strictly according to their programming logic and inputs.They are also vastly superior to humans in terms of their ability to rapidly and accurately store and recall information,and their response time is consistently faster regardless of the situation.Custobots thus provide users wit

30、h more efficient decision-making capabilities.Not easily influenced by marketing:Unlike humans,AI systems have inferior cognitive abilities and are not swayed by psychological manipulation techniques commonly used in marketing,such as celebrity endorsements7/and inbound marketing8/.Instead,custobots

31、 operate based solely on their users needs,rendering most traditional marketing tactics ineffective when targeted at non-human buyers.Transparency:While there is ongoing debate about the transparency of AI systems,these are fundamentally based on predefined algorithms trained from training data.Cust

32、obots decision-making processes thus have a clear source and origin,providing traceability that should underpin public trust in AI9/.Ability to process big data:Humans are hugely inferior to custobots in their ability to benefit from access to big data,even when using a computer to process this.By c

33、ontrast,custobots are able toaccurately access and analyze enormous datasets,and then to identify previously hidden patterns within this.6/Decision making of human intelligence is different from AI in such parameters:Strength of emotions,Strength of intelligence,Cognitive skills,Reasoning,Memorizati

34、on and Response time.(Read more at https:/ 8/Inbound marketing refers to the strategy of building interest in a product or company from potential customers by delivering attractive value-building content across a range of channels,including blogs,social media and influencer marketing,all of which he

35、lps to improve SEO.9/https:/ Human customerCustobotsEfficiencyDecision making influenced by emotionsMore efficient,No emotional biasMarketing strategiesAffectedNot affectedTransparencyDepends,intention often hiddenYes,if certain information is disclosedAbility to process large amounts of information

36、NoYesFigure 2Human Customers and CustobotsSource:Krungsri Research Custobots in Action Factors influencing the development of custobotsDemand-side factorsCustomers,whether individuals or companies,will benefit from being able to access an assistant that makes the purchasing process quicker,more conv

37、enient,and less costly.This is providing a significant impetus from the demand side of the market to the development of custobots.In detail,demand for custobots is driven by the following factors.Assistance with repetitive tasks:Enterprise clients may see the need for AI assistants for repetitive wo

38、rk tasks like drawing up purchase agreements,recruiting staff,managing inventory,submitting purchase orders to suppliers,and outsourcing general administrative duties.Individuals might use automated assistants to source and buy consumer goods,manage pantries,make repeat purchases,and manage subscrip

39、tion services.Assistance with negotiations:Enterprise clients may use custobots for simpler,non-critical tasks like managing appointments and undertaking initial customer negotiations.For individuals,these systems could act as agents in day-to-day situations,such as negotiating over sales prices,int

40、erest rates,fines,and service cancellations.Assistance with decision-making over complicated products:As consumer needs evolve,goods and services are becoming more complex,making it harder for consumers to accurately assess alternatives.This is especially true for financial products,where many facto

41、rs must be considered before coming to a firm decision.In this context,Custobots can assess vast quantities of data almost instantaneously,including product ranges,market conditions,returns,and risk levels,tailored to a consumers needs.This capability helps reduce the burdens associated with purchas

42、ing decisions.7Custobots in ActionSupply-side factorsProgress on the underlying technology and supporting infrastructure:The inception of AI,spanning from 1955 to 197410/,led to the development of technologies such as natural language processing,machine learning11/,and large language models.These te

43、chnologies have laid the groundwork for the development of generative AI(GenAI).Furthermore,these advancements have been integrated to emulate human-like understanding and decision-making in computers,which has in turn given rise to custobots.These areas have also benefited from significant ongoing

44、investment.Most recently,private-sector funding for GenAI has exploded,jumping nine-fold in 2023 compared to the previous year12/(Figure 3).Consequently,the technological foundations for developing custobots will remain secure in the foreseeable future.8Figure 3Trends in the development of related t

45、echnologies:Private-sector investment in GenAI(2019-2023)Source:Stanford University10/For more details on Generative AI:A World-Changing Technology,please see:https:/ Learning is part of the study of AI,using algorithms that learn from data sets to develop models that can behave similarly to humans,

46、such as separating images,analyzing data,or forecasting data.12/https:/aiindex.stanford.edu/report/#individual-chapters25.2305101520253020192020202120222023Private investment in generative AI,2019-23Source:Quid,2023|Chart:2024 AI Index reportTotal investment(in billions of U.S.dollars)Custobots in A

47、ction13/https:/ Instant Ink is a subscription-based service that dispatches new ink cartridges automatically when the customers supplies are running low.Development of custobotsGartner sees the development of custobots occurring in three phases13/,marked by progress in the abilities and the period w

48、hen their services become widely adopted.These three stages are described below(Figure 4).Phase 1-Bound Customers:At the initial stage of development,the rollout of custobots is limited to providing assistance to human users.While they can identify patterns in customer behavior,they still rely on hu

49、man input to guide their actions and follow explicit instructions.Examples of Phase 1 custobots include automatic reordering systems like HP Instant Ink14/and Keurig BrewID,as well as some parts of the Tesla in-car system.Custobots currently fall under this phase of development.Phase 2-Adaptable cus

50、tomers:In phase 2,custobots will improve their ability to learn and behave flexibly.While they can be adaptable to user interactions,custobots will still primarily support human decision-making.Phase 2 custobots will also be able to gather data and use it for continuous learning and self-improvement

51、.Examples include investment robo-advisors and autonomous vehicle systems,which may then be used to offer robotaxiservices.Examples of the latter include Alphabets Waymo One,available to the public in Phoenix and San Francisco,and Baidus Apollo Go available in major Chinese cities such as Beijing,Sh

52、anghai,and Guangzhou.Phase 2 services are expected to become more widely available from 2026 onwards.Phase 3-Autonomous customers:At the last of Gartners three stages,custobots will be able to understand the current situation,predict the outcome and adjust their own performance according to differen

53、t scenarios.They will be able to make independent decisions on complex topics without human intervention.Phase 3 is currently expected to begin in or around 2036.9Figure 4Custobot DevelopmentWhoHuman leads,machine executesWhatPurchases specific items as defined by rulesExampleWhoHuman and machine co

54、-lead,machine executesWhatMakes optimized selections among competing products based on rulesExampleWhoMachine leads and independently executesWhatInfers customer needs based on rules content and preferences,but also has it owns needsBound CustomerAdaptable CustomerAutonomous CustomerNow20262036Sourc

55、e:Gartner,Krungsri Research Custobots in ActionCustobot services available today10An increasing range of commercial custobots are becoming available as developers move to meet the demand from both consumer and corporate customers.Their services span a wide range of industries,including law and consu

56、mer rights,retail and wholesale businesses,and financial services.Some examples of custobots that are being developed or that are currently available are discussed below(Figure 5).Law:In addition to mirroring the basic services provided by general legal AIs,such as carrying out research,drafting doc

57、uments,and analyzing contracts,legal custobots also offer more advanced services,particularly by representing users in legal negotiations.Luminanceis one such provider,which sells to both legal offices and other businesses.The company began offering AI negotiating services to companies in 2016,with

58、a key feature being their ability to automatically negotiate contract details with AI counterparties.On the consumer market,DoNotPay,which began operations in 2015,uses a chatbot to gather claims and related information from customers,then negotiates with third parties on their behalf.DoNotPaycan ac

59、t as a consumer representative in disputes related to bill negotiations,service cancellations,and the payment of fees and fines.Wholesale and Retail:Within this segment,a wide range of custobots are available,tailored to individual needs.Pactum AI,which began operations in 2021,provides corporate re

60、tail clients with a chatbot purchasing representative that can compare and make a selection from a range of products,as well as automatically negotiate with suppliers over discounts and payment terms.In contrast to other areas,most consumer custobots are developed by product manufacturers themselves

61、.One example is Keurig,a manufacturer of capsule coffee machines.The company provides users of its machines with access to a custobot that records stock levels and usage of the capsules favored by individual users,then reorders these automatically as necessary.Keurig began offering these customer su

62、pport services in 2021.Financial services:Because the financial services industry is tightly regulated,financial custobots are typically developed by financial institutions or fintech companies.On the corporate side of the market,IndexGPT is a GenAI tool that will provide investment advice to instit

63、utional investors starting in 2027.In the retail segment,WealthNavi has been offering robo-advisor services to the public since 2016.These help retail customers engage in long-term financial planning and can automatically adjust client portfolios according to market conditions.Custobots in Action11F

64、igure 5Examples of Custobots Available in Different IndustriesCustomersBusinessIndividualIndustriesLegal issues/RightsRetail/WholesaleFinance A paid subscription for AI-powered assistant offering AI consumer rights tools Features:negotiates bills,tracking/canceling subscriptions,contesting all manne

65、r of fees&fines,drafting letters,etc.2015 A legal AI co-pilot serving businesses and law firms Features:automates the generation,negotiation and analysis of contracts Customers:20162021 Supply sourcing AI-powered negotiations chatbot Features:negotiates discounts payment terms with suppliers Custome

66、rs:IoT&app-connected coffee pod machines Features:Recognizes brewing preferences&customizes personalized brewing setting.Keeps track of coffee capsule usage and auto-reorders when the supply gets low IndexGPT a GenAI-driven investment advisory tool for institutional customers Features:creates themat

67、ic indexes based on emerging trends using natural language processing(NLP)2021 Robo-advisor providing automatic long-term asset management through online channels Features:AI-powered management assistant,automatic tax optimization,automatic fund with rebalancing function 20162026-27Source:Krungsri R

68、esearch Custobots in ActionCustobots in banking and finance 12Custobots have the potential to act as significant drivers of growth for the finance industry,and these may be deployed across a broad range of contexts,including in support of internal enterprise operations,the development of new financi

69、al products,and customer services.1)Enterprise operations:Custobotsmay play a significant role within the banking and finance sector,supporting various enterprise duties,especially straightforward and repetitive tasks,or those requiring contact with external parties.For enterprises,custobots can com

70、plete work more efficiently and accurately than humans alone,thus helping organizations save workforce and time devoted to these tasks.Applications include legal work,for example assisting with negotiation of simple contracts,human resource management,and purchasing and procurement.Custobots will as

71、sist with selections,scheduling appointments,negotiating,and automatically closing tasks.This will help reduce employee workloads,allowing them to focus on more complex tasks.2)Developing new financial products and services:The financial sector is highly competitive,with banks and financial institut

72、ions constantly racing to bring new products and services to market.Custobots can assist in this area.By effectively roleplaying as customers during product development,custobots enable researchers to explore how potential customers might react to changing circumstances.For example,the Commonwealth

73、Bank of Australia uses a GenAI chatbot to study customer responses during the initial stages of product research,focusing on how models equipped with details on customers daily lives react to different experiences.The R&D team is particularly interested in investigating how the models react to low-p

74、robability,high-impact events such as natural disasters,war,and sudden economic changes.The results of these experiments are then utilized as inputs in the design of new products.3)Customer service:Custobots have the ability to provide AI-driven investment advice.For retail customers,robo-advisors o

75、ffer investment recommendations based on individual circumstances,drawing from data on assets,investment goals,and other relevant areas.In the corporate sphere,IBMs Watson AI platform leverages NLP technology to collate data from news,social media,industry analysis,economic reports,financial reports

76、,and other economic indicators,all of which inform its analysis.Watson AI powers AIEQs quantitative model for structuring its ETF.Meanwhile,JPMorgan Chase is also developing IndexGPT15/(Figure 5),a GenAI-based platform that uses NLP to source data on mega trends and provide thematic investment advic

77、e to institutional investors.The company is the first financial institution to use the ChatGPT platform to deliver investment advice specifically for its clients.Overall,Forbes believes custobots will likely replace humans in performing analysis and making financial decisions.16/Consequently,financi

78、al product providers like banks,fintech players,and other financial institutions,may need to develop AI systems that can interact with clients own custobots.15/https:/ in ActionAlthough the concept of the custobots is still novel and relatively unknown,their importance is expected to multiply rapidl

79、y,becoming a significant source of earnings.Stakeholders,including consumers,sellers of goods and services,and developers,will need to overcome several challenges.These include the following.I.ConsumersA lack of transparency:Some consumer-facing custobots are developed by manufacturers of consumer g

80、oods looking to build brand awareness or to make it easier to connect with potential buyers.This raises concerns about their independence and fairness,even though they appear to source goods from a wide range of suppliers.These services might therefore be open to abuse by those operating them.For ex

81、ample,a custobot service provider that claims to help individuals source general consumer goods might also produce its own house brand.This custobot can analyze customer interactions to gain insights into shopping patterns,which the company could exploit.This data could be used to manipulate custobo

82、t responses by keyword stuffing descriptions of its own less relevant items,making them appear more often in custobot responses,even if other items better meet consumer needs.Responsibility in the case of losses:Regulators typically strive to stay abreast of new technological developments,but new te

83、chnologies often escape full oversight during their initial rollout,and custobots are no exception.Nevertheless,if services provided by companies that are properly registered in Thailand cause losses to consumers due to their custobots actions,those individuals should have the right to legal protect

84、ion and redress,as custobots are clearly a type of service.Additionally,tightly regulated services requiring commercial operating licenses,such as financial advice,should also be overseen by specific regulatory agencies.II.Sellers of goods and servicesChanges to marketing strategies:Tactics develope

85、d for human customers may have limited results with custobots.Companies will need different techniques to spark interest and provide access to product information.Unlike human customers,custobots focus tightly on a products value proposition.An item must offer very high performance to stand out amon

86、g thousands of similar goods.Product information and descriptions should also be in a format easily accessible to custobots and sufficient for further AI analysis.Providing customer services for non-human actors:Machine customers run on deep-learning algorithms,requiring different technical services

87、 than human consumers.For example,Custobotsneed access to external digital resources,typically provided through an API(Application Programming Interface),to furnish the AI with sufficient data for it to carry out its analysis.Sellers and distributors may also need to develop intermediary agents to a

88、utomate interactions and sales with their customers custobots.Challenges in Custobot Development and Deployment13Custobots in Action17/https:/artificialintelligenceact.eu/the-act/18/Under the GDPR,companies processing and analyzing data are required to give data owners the opportunity to learn about

89、 how AI is being used in these processes,and to provide them with the opportunity to object to this.For more details,please see:https:/www.europarl.europa.eu/RegData/etudes/STUD/2020/641530/EPRS_STU(2020)641530_EN.pdf19/Chinas temporary regulations require generative AI services developed in China t

90、o undergo a safety assessment.Content produced by AI systems must also be truthful and accurate.The regulations came into force in July 2023III.Developers and providers of custobotsUser-friendliness:While most interactions with custobots will be initiated by sellers showcasing their products,its cru

91、cial that these systems feature an intuitive and user-friendly interface.They should process inputs and respond rapidly and smoothly at all stages,from entering instructions and tracking operations to users reviewing responses and providing feedback on the custobots activities.Ensuring user-friendly

92、 interfaces will likely increase long-term customer retention.Additionally,developers must assure user data privacy and security,transparency of AI algorithms,and full legal protection in case of service failures.Increasing complexity of custobot technology:New technologies like augmented intelligen

93、ce,edge AI,and quantum computing will soon be integrated into the development of custobots,enabling engagement in much more complex decision-making.Developers must stay attuned to these advancements and implement them rapidly in commercial settings to gain a competitive advantage in a crowded market

94、.Future changes to the regulatory environment:The regulatory landscape for technology,particularly AI,is expected to tighten globally,increasing costs for developers.Key regulations already in place or forthcoming include the EU AI Act17/and the General Data Protection Regulation(GDPR)18/from the EU

95、,as well as Chinas temporary regulations on the provision of generative AI services19/.In Thailand,aside from the 2019 Personal Data Protection Act,which regulates the storage and use of personal data,AI regulations are still being developed according to the 2022-2027 National AI Action Plan.14Custo

96、bots in ActionKrungsri Research view:How will banksrespond to the advent of machine customers?15Although knowledge of custobots or machine customers remains limited,they have been spreading within the commercial environment and providing services to consumers for some time.Going forward,their perfor

97、mance and number will continue to increase.For the finance and banking sector,custobots will represent both opportunities and threats,requiring close attention to developments in this field.The various ways the industry may integrate custobots into their operations are described below.Firstly,banks

98、and financial institutions can deploy custobots in back-office roles to perform repetitive and straightforward tasks,freeing up staff for more productive work and contributing to cost savings over the long term.This can be applied in areas like legal issues and human resource management,especially w

99、hen contacting external bodies or individuals.Introducing custobots in these contexts is the fastest and most effective application.However,banks must ensure that using custobots in back-office operations does not cause regulatory compliance issues,such as breaching rules on data privacy.Custobots w

100、ill also find a place in customer service roles.In the short term,this might entail providing support services focused on suggesting a banks financial products to customers.Over the longer term,this could extend to developing robo-advisors that assist with customers financial planning,especially for

101、 younger workers who are both comfortable with technology and interested in saving for retirement.Robo-advisors are easily accessible to retail customers and investors,since these typically have low upfront costs and are often more knowledgeable than novice investors.However,on the downside,many Tha

102、i robo-advisors are limited by their inability to update portfolios quickly and the restricted range of financial products they offer.To attract greater public interest,developers will therefore need to build up flexible portfolio rebalancing features and extend the range of investment options,inclu

103、ding new investment vehicles alongside traditional mutual funds.If banks proceed with deploying custobots in back-office roles or as customer service agents,they will need to decide whether to develop these in-house or work with an external developer.This decision will involve careful consideration

104、of how to maximize business value,including the required and available technological expertise,the ability to customize and fine-tune custobots,data security,and the long-term maintenance costs of developing their own systems.Finally,once the use of custobots has become more widespread,banks will fa

105、ce new challenges,including intensifying competition between banks and other financial institutions to attract these agents.Moreover,fintech players will likely release more custobots to negotiate loans,credit cards,and interest rates with banks on behalf of customers.In this environment,banks may n

106、eed to develop their own customer service agents to interact seamlessly and instantaneously with custobots.Nevertheless,this development must consider the industrys tight regulations,ensuring that any agents promoting financial products to custobots comply with relevant rules.Overall,custobots are l

107、ikely to expand their scope of use to cover a wider range of activities.However,due to the differences between human customers and custobots in terms of needs,access to information,and decision-making abilities,stakeholdersincluding users,product and service providers,developers,as well as banks and

108、 financial institutionsshould thoroughly understand these conditions and differences.This understanding will then allow them to simultaneously maximize the benefits of these new technologies,while remaining conscious of their potential future impacts.Custobots in Action16ReferencesReferencesBanerjee

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114、jit ChaivichayachatHead of Macroeconomic ResearchChurailuk PholsriSenior Economist(Forecasting)Analytics&Intelligence TeamPimnara Hirankasi,Ph.D.Acting Head of Analytics and Intelligence Research DepartmentThamon SernsuksakulResearcherChirdsak SrichaitonInformation AnalystWongsagon KeawuttungInforma

115、tion AnalystMIS and Reporting TeamNathanon RatanathamwatSenior ResearcherParinya MingsakulResearcherThansin KlinthanomEconomistWanicha DirekudomsakSenior EconomistPimnara Hirankasi,Ph.D.Head of Research Division and Chief EconomistIndustry TeamTaned MahattanalaiHead of Industry ResearchNarichaya Sat

116、afangResearcherKrittabhorn SirichaichingkunEconomistChanatta ThararosResearcherSupasyn ItthiphatwongEconomistPiyanuch SathapongpakdeeSenior Analyst(Transport&Logistics)Narin TunpaiboonSenior Analyst(Power Generation,Modern Trade,Chemicals,Medical Devices)Puttachard LunkamSenior Analyst(Construction

117、Contractors,Construction Materials,Hotels,Industrial Estate)Patchara KlinchuanchunSenior Analyst(Real Estate)Prapan LeenoiAnalyst(ESG)Chaiwat SowcharoensukSenior Analyst(Agriculture)Poonsuk NinkitsaranontSenior Analyst(Healthcare,Mobile Operators)Thian ThiumsakSenior Analyst(Energy,Petrochemicals)Supawat ChoksawatpaisanAnalyst(Automobile,Electronics&Electrical Appliances)Rapeepoom LapmakAnalyst(Agriculture,Food&Beverages)