Definition

A software capability designed to emulate logic and judgment activities of the human mind through algorithms and evolving interpretations of data inputs.

“The theory and development of computer systems able to perform tasks normally requiring human intelligence, such as visual perception, speech recognition, decision-making, and translation between languages.”

– Google

Within the workplace, Artificial Intelligence (AI) provides the capability to perform transactions where rule-based procedures do not exist. In essence, it allows the simulation of human judgment. Typically AI has the ability to ‘self-learn’. In instances where AI cannot determine how to handle a request with the required level of confidence, it will pass the work out to a subject matter expert (SME) for guidance. Once the SME has completed the transaction, the AI will learn from the actions taken, to guide it next time that situation is encountered.

Examples of where AI can be applied include:

  • Classification and routing of incoming unstructured documents, understanding the meaning of the text not relying on primitive keyword searching
  • The classification of medical conditions in insurance claims processing
  • The review and classification of evidentiary documents in the application of mortgages

Components

Artificial Intelligence is a standalone component which can be integrated into most service delivery operations. AI works harmoniously with Robotic Process Automation (RPA) to extend the scope that can be automated beyond what can be defined via logic-trees and clear business rules. AI can be provided as a service or hosted on a client site.

In addition to technology, the typical capabilities required for successfully deploying and managing AI include:

  • Design and qualification of processes
  • Design and audit of the information security policies for deploying AI in line with enterprise requirements
  • Development of configuration within the chosen product
  • Teaching and testing of configuration through the loading of historic data
  • Organizational change to restructure work performed by your employees
  • Testing of processes prior to launch
  • Release management to manage risk and avoid operational impact during launch
  • Control tower capabilities to monitor performance of processes
  • Continuous improvement via the translation of process insight into process improvement

Benefits

Artificial Intelligence can significantly reduce both the time it takes to perform transactions and the cost of doing so. This frees up the capability of delivery teams to focus on more value adding tasks. Furthermore, the AI platform will continually learn and adapt its behavior to map to customer demands and, therefore positively impact customer experience.