RESPONSIBLE AI TRANSFORMATION · 2019. 6. 21. · blueprint for success, a human-centric, data-led,...

Applied IntelligenceRESPONSIBLEAITRANSFORMATION


Improving the Way the World Works and Lives

Source: https://www.un.org/sustainabledevelopment/sustainable-development-goals/

https://www.un.org/sustainabledevelopment/sustainable-development-goals/


What is Applied Intelligence?

Applied Intelligence is how Accenture uses Artificial Intelligence (AI), automation, and analytics to reimagine business—enabling our clients to do things differently and do different things…

It's about embedding intelligence at the core of business to drive transformative outcomes. We help businesses power their ambitions with our blueprint for success, a human-centric, data-led, technology-driven approach.

AUTOMATION

+

ANALYTICS

+

ARTIFICIAL

INTELLIGENCE

It's our unique approach to combining AI with data, analytics and automation under a bold strategic vision to transform your business—not in silos, but across every function and every process, at scale.


3 AI Myths

Robots are coming for us

Machines will take our jobs

Current approaches will still apply


AI-Powered Virtual Workforce

What could you achievewith an infinite workforce?

What if you couldaugment every employee?

An AI-powered, cloud-based virtual workforce is able to emulate many types of human worker activities, that complements the human workforce by automating high-volume complex* repetitive tasks, augmenting decision-making with collective experience and data insight, and scaling new, disruptive business services.

* Involving semi-structured or unstructured content, interactions, judgement calls


With AI, we can Reimagine BusinessDoing Things Differently and Doing Different Things

INTELLIGENT

AUTOMATIONCreates growth through a set of features enhancing traditional automation solutions.

▪ Ability to automate complex physical world tasks that require adaptability and agility

▪ Ability to learn by experience and improve, enabled by repeatability at scale

LABOR & CAPITAL

AUGMENTATIONGrowth will come from enabling resources to be used much more effectively and valuably

▪ Enable humans to focus on parts of their role that add the most value

▪ Improve capital efficiency—a crucial factor in Industries where it represents a large sunk cost

INNOVATIONDIFFUSION

Ability to propel innovations as AI diffuses through the economy.

▪ Innovation begets innovation, the potential impact of an AI solution expands to new products/industries

▪ Opens new business models and opportunities


Case Study: International Oil CompanyAutomation of Managed Services Operations

Opportunity

Accenture is providing a managed service to the client in several areas. A cross service area team has been established to introduce RPA and bring automation benefits. A sample of the target use-cases are:➢ User access management ticket Approval Attachment

➢ SharePoint Site Monitoring

➢ System Health Checks

➢ EAM Rouge Account Checks

➢ EAM Ticket Creation

➢ Trading Checklist Attachment

Solution

Solution delivered using Accenture Robotics Platform in a combination of standalone mode and distributed mode.✓ Hosted partly on cloud based solution, partly on premise and partly side-by-side of human

agents.✓ Integration with email system

Results

20 FTE Realized Benefits

30 FTE Projected Benefits

57% Reduction monitoring effort

80% Reduction in average ticket creation time

81 Use cases in production, 61 in pipeline

Processes Automated

Sample Use-Case: Monitoring

Managed Services

Engineering Finance & HR Trading


MAJOR INSURANCE COMPANY

Classification of emails with high precision requirements

Client required classification of incoming customer emails and letters in 3 different languages. Because of far-reaching consequences in case of error, the client required a precision of 98%. The model was trained on more than 100,000 emails. Language was detected, and OCR was applied on the email’s attachments. This enables automatic classification of 4 million emails and 2 million letters each year, with high accuracy.

• 3 DIFFERENT LANGUAGES WITH AUTOMATIC LANGUAGE DETECTION

• ACCURACY OF 98%+• OVER 6 MILLION MESSAGES CAN BE

PROCESSED EACH YEAR


Case Study: Major Technology Company

Automate case processing with machine-learning based text analytics and AI-powered robotics

Client has outsourced the handling of all their globalpayroll requests to Accenture. AI is leveraged to automateservice desk processes.

• 65’000 TICKETS ANNUALLY• 100 COUNTRIES• 4 DELIVERY CENTERS• 5 DIFFERENT LANGUAGES • 3 HIERARCHIES OF CATEGORIZATION• UP TO 53 CATEGORIES PER HIERARCHY

• AUTO-FILL FORM AND AUTO-RESPOND• 93% ACCURACY AT 95% AUTOMATION


SVA – AUSTRIAN SOCIAL SECURITY

Classification of scanned letters

For this client, 500,000 letters are categorized manuallyeach year. The letters are scanned into PDFs, and with OCRthe corresponding text is extracted. This text is classifiedinto one of 56 categories. Based on this categorization,further processing is carried out by the responsibleemployees.

• 500,000 LETTERS

• AUTOMATED TEXT CLASSIFICATION

• AVERAGE ACCURACIES OF 83%


International Shipping CompanyTrade compliance validation

Opportunity

The automation program (circa 800 FTEs) runs under a number of compliance requirements, one of which is for the Export Control process automation to guarantee adherence to the US laws. Given the scale of the target deployment the existing COTS products become prohibitive from cost perspective and lack the flexibility of constantly monitoring the desktop screens for patterns.

Solution

The Accenture Robotics Platform has been configured to monitor the operations through amainframe terminal. The robot would detect if an agent enters or copies/pastes consignment numberand validated them through call to a dedicated web service. In addition the robot would detect thedestination and origin countries that are under trade embargo and alert the agent through adedicated notification mechanism not to process the corresponding consignments.

Results

70% increased compliance

Reduced time taken for validation process

Processes Automated

Compliance

Export Control


Uncovered OVER€6 MILLION in tax revenues

OVER 90% ACCURACY spotting undocumented changes

AUTOMATIONof annual surveys

We helped a European land registry build a proof of concept to show how deep learning could help their surveyors transform the laborious process of updating land records. By applying advanced deep learning algorithms to satellite imagery, we were able to train a model capable of alerting surveyors to undocumented changes with over 90% accuracy—in close to real time. In a single pilot study it uncovered over 16 extensions and over 22 structures the authorities knew nothing about—amounting to over €6 million in uncharged land tax.

DEEP LEARNING PROVES IT’S THE SMART WAY TO SEE HOW THE LAND LIES

EUROPEAN LAND REGISTRY


Step 1Claim received

Corporate client or individual member fills out a web form to request claim

Step 3Auto-request information

Letters automatically sent to NAV and doctor for relevant cases, then scanned

Step 5Automatic evaluation

Text analytics trained on historic data evaluates the cases

Step 2Automatic pre-evaluation

Segment the cases and automatically send them to the right next step

Step 4Automatic understandingPhysical responses are converted to

structured data with computer vision

Step 6Automatic fraud check

Machine learning checks for fraud; if flagged, case handler takes over

Step 7Auto-process (most) claims

Approve or reject the claim automatically or manual processing by case handler

Rule Engine &

Machine Learning

Optical Character

RecognitionText Analytics Machine Learning

Easy cases

• Does not require additional information

Medium cases

• Requires additional information, but can be solved automatically

Complex cases

• Must be solved manually, but received information is digitalized

Fully automated processing

Automatic processing or given to case handler with decision making support

Manual processing by case handler, but with decision making support

Fast-tracked

Goes through each step or is fast-tracked

Goes through each step

RPA

Case Study: AI-Based Automation of Insurance Claims


Raising your AI Solutions to be Responsible Citizens

Accountability

PROCEEDRESPONSIBLYBUILDTRUST

5 Key Principles

Honesty

Transparency

Fairness

Supportive ofpeople andsociety


Articulating the Right Business CaseShifting Operational Spend towards Strategic Initiatives

Reduce costs

Increase outcomes

Elevate jobs

Create new value

Use automation tofuel growth by reinvesting savingsinto the workforce


Think 10x, not 10%

Further light reading: ‘Accenture: How automation, augmentation and innovation will mean success in AI initiatives’https://www.artificialintelligence-news.com/
https://www.artificialintelligence-news.com/

RESPONSIBLE AI TRANSFORMATION · 2019. 6. 21. · blueprint for success, a human-centric, data-led,...

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