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ARTIFICIAL
INTELLIGENCE BY
GARTNER
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2 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.
3 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.
4 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.
5 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.
Business capability Model in detail
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9 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.
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How to choose right use cases?
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Use what other do if you optimize.
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This is what others do.
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What If …
Business Objective: Greater Agility
Business Objective: Better Customer
Experience (CX)
Our agents always
knew what to do next?
We could
automatically identify
products from
customer photos?
Business Objective: Cost Savings
Business Objective: Grow Revenue
An end-to-end
process required no
humans?
We could serve
unreachable customer
segments?
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AI Can Be a Game Changer for Our Business
Sources of confusion:
▪ Many application types
▪ Many sources of artificial
intelligence (AI)
▪ Technical complexity
▪ Immature technology
▪ Lack of understanding
Strategic
Importance!
What do
we use
AI for?
BUT …
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Current State of AI in Banking and Investment Services
AI deployed or planned
within 12 months
Top Three Application Types in Use
1. Fraud analysis on transactional data
2. Chatbots
3. Market/consumer segmentation
Q. Does your organization use any of these AI-based applications? Q. What are your organization’s plans in terms of artificial intelligence?
Base: All answering (n = 374).
37%
16 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.
Current State of AI in Insurance
AI deployed or planned
within 12 months
Top Three Application Types in Use
1. Fraud analysis on transactional data
2. Chatbots
3. Process optimization tools
Q. Does your organization use any of these AI-based applications? Q. What are your organization’s plans in terms of artificial intelligence?
Base: All answering (n = 147).
48%
17 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.
Current State of AI in Healthcare Providers
AI deployed or planned
within 12 months
Top Three Application Types in Use
1. Computer-assisted diagnostics
2. Process optimization tools
3. Market/consumer segmentation
Q. Does your organization use any of these AI-based applications? Q. What are your organization’s plans in terms of artificial intelligence?
Base: All answering (n = 97).
38%
18 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.
Current State of AI in Government
AI deployed or planned
within 12 months
Top Three Application Types in Use
1. Chatbots
2. Computer-assisted diagnostics
3. Fraud analysis on transactional data
Q. Does your organization use any of these AI-based applications? Q. What are your organization’s plans in terms of artificial intelligence?
Base: All answering (n = 496).
26%
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Current State of AI in Retail
AI deployed or planned
within 12 months
Top Three Application Types in Use
1. Market/consumer segmentation
2. Fraud analysis on transactional data
3. Sentiment analysis or other opinion-
mining analysis
Q. Does your organization use any of these AI-based applications? Q. What are your organization’s plans in terms of artificial intelligence?
Base: All answering (n = 171).
44%
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Current State of AI in Manufacturing
AI deployed or planned
within 12 months
Top Three Application Types in Use
1. Chatbots
2. Smart robotics (automated
warehousing/manufacturing)
3. Process optimization tools
Q. Does your organization use any of these AI-based applications? Q. What are your organization’s plans in terms of artificial intelligence?
Base: All answering (n = 556).
40%
21 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.
Current State of AI in Natural Resources
AI deployed or planned
within 12 months
Top Three Application Types in Use
1. Process optimization tools
2. Computer-assisted diagnostics
3. Chatbots
Q. Does your organization use any of these AI-based applications? Q. What are your organization’s plans in terms of artificial intelligence?
Base: All answering (n = 100).
35%
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Current State of AI in Utilities
AI deployed or planned
within 12 months
Top Three Application Types in Use
1. Chatbots
2. Process optimization tools
3. Computer-assisted diagnostics
Q. Does your organization use any of these AI-based applications? Q. What are your organization’s plans in terms of artificial intelligence?
Base: All answering (n = 102).
33%
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Strategic Framework for AIE
ntity
O
rganiz
ation
Str
uctu
re
Swarm
Federation
Stand-alone
Entity Intelligence
Reactor Categorizer Responder Learner Creator
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A Quick Glossary of Terms
Reactor Categorizer Responder Learner Creator
Low intelligence
Defined rules
Simplicity is key
Collaborate
Spot patterns
Sort by category
Name new categories
Anticipate action
Develop new strategies
Resolve situations
Collaborate
Deep insight
Vast domains
Anticipate strategy
Lead lower-level intelligence
Formulate problems
Design and develop solutions
Stand-alone Federation Swarm
Operation that is fully autonomous. Can span from highly sophisticated analysis of massive data pools to individual inspection of roofs.
Operation that is a layer of focused operational mission managed by ahigher-level intelligence (human or machine).
Operation where fully autonomous, low intelligence units collaborate to complete more complex missions. Hive, anthill, school, shoal, wolf pack, etc., are terms to describe swarms.
Entity Intelligence
Entity Organization Structure
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Examples of AI Use CasesE
ntity
O
rganiz
ation
Str
uctu
re
Swarm
Federation
Stand-alone
Entity Intelligence
Reactor Categorizer Responder Learner
Event Light Show
ReconnaissanceSmooth Traffic
Flow
High-Speed Mission
Reconfiguration
Faster Data Entry
Speed Order Fulfillment
Expanded Market
High-Speed Trading
Automated Claims
Inspections
Improved Customer Service
Mobility as a Service
Medical Diagnostics
New Strategy Creation
Collaborative Creation
New Product Design
Creator
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AI Use Cases in Banking and SecuritiesE
nti
ty O
rgan
izati
on
Str
uctu
re
Swarm ▪ Better riskmanagement
▪ AI-enabledchallenger banks
Federated ▪ Better fraud detection
▪ Roboadvisors ▪ High-speed trading
▪ Smart branches
Stand-alone ▪ Targeted card offers
▪ Credit ratings
▪ Improvedcustomer service
▪ Autonomous loan approvals
▪ Faster and more accurate customer profiles
Reactor Categorizer Responder Learner Creator
Entity Intelligence
27 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.
AI Use Cases in InsuranceE
nti
ty O
rgan
izati
on
Str
uctu
re
Swarm ▪ Portfolio assessment
▪ IoT-enabled claims adjusting
▪ IoT-enabled risk management
▪ Insurtech startup insurance companies
Federated ▪ Medical bill review ▪ Real-time fraud detection
▪ Video-enabled claims adjusting
▪ Automated underwriting
▪ Autonomous car insurance policies
Stand-alone ▪ Claims data entry ▪ E-service ▪ No-touch claims processing
▪ Life-event and lifestyle segmentation
Reactor Categorizer Responder Learner Creator
Entity Intelligence
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AI Use Cases in Healthcare ProvidersE
nti
ty O
rgan
iza
tio
n S
tru
ctu
re
Swarm ▪ Revenue cycle optimization
▪ Real-time healthcare system
Federated ▪ Personalized health assistance
▪ Population health management
▪ Personalized medicine
▪ Robotic surgery
▪ Precision health
▪ Digital care delivery
Stand-alone ▪ Appointment scheduling
▪ Medication refills
▪ Bill payment
▪ Population risk stratification
▪ Clinical surveillance
▪ Public health surveillance
▪ Medical triage
▪ Pathology and medical diagnostics
Reactor Categorizer Responder Learner Creator
Entity Intelligence
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AI Use Cases in GovernmentE
nti
ty O
rgan
izati
on
Str
uctu
re
Swarm▪ Self-driving airport
transport▪ Autonomous aerial
property inspection▪ Smooth traffic flow
▪ Real-time disaster assessment and response
Federated▪ Cyberattack detection
and prevention▪ Autonomous
municipalmaintenance fleets
▪ Autonomous infrastructure inspection
▪ Real-time fraud detection
▪ Citizen sentiment analysis
▪ Human trafficking detection
▪ Military fighter swarms
▪ Disaster planning scenario exercises
▪ Automated eligibility determination
Stand-alone▪ Public health
surveillance
▪ Employment matching and screening
▪ Dynamic risk assessment
▪ Better pilot training and coaching
▪ Constituent service (311 center)
▪ Autonomous medical diagnosis
▪ Automated case management decision support
Reactor Categorizer Responder Learner Creator
Entity Intelligence
30 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.
AI Use Cases in RetailE
nti
ty O
rgan
iza
tio
n S
tru
ctu
re
Swarm▪ Smart/cashierless
check-out
▪ Click and collect
▪ Real-time store monitoring
▪ Autonomous delivery vehicles
▪ Drones
▪ Faster order management
▪ Higher warehouse throughput
▪ Virtual and physical showrooms
Federated▪ Demand forecasting
▪ Product attributing
▪ Assortment planning
▪ Space planning
▪ In-store task management
▪ Workforce management
▪ Freshness/obsolescence management
▪ Fraud/threat detection
▪ Market and customer segmentation
▪ Price and assortment optimization
▪ Product development and design tools
▪ Product selection
Stand-alone▪ Chatbots
▪ New item setup
▪ Automated allocation and replenishment
▪ Call center automation
▪ Distributed order management (DOM)
▪ Image recognition
▪ Visual search
▪ Virtual personal assistants (VPAs)
▪ Real-time and personalized offers
▪ Wardrobe and other personalized collections
▪ Augmented realityand virtual reality
Reactor Categorizer Responder Learner Creator
Entity Intelligence
31 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.
AI Use Cases in ManufacturingE
nti
ty O
rgan
izati
on
Str
uctu
re
Swarm ▪ First responder emergency alert
▪ Asset management and resource planning
▪ Smart contracts
▪ Robot locomotion
▪ Natural language processing (NLP) chatbots for customer service
▪ Intelligent supply and distributionnetworks
Federated ▪ Sentiment analysis
▪ Recommendationengines
▪ Machine vision for quality assurance
▪ Fraud detection
▪ Sourcing selection
▪ Enhanced communications
▪ Machine equipment maintenance
▪ Fully automated processes
Stand-alone ▪ Ad engines ▪ Natural language processing
▪ Resource (machine scheduling)
▪ Additive manufacturing
▪ Engineering assistants
▪ Customer segmentation
▪ Product design
Reactor Categorizer Responder Learner Creator
Entity Intelligence
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AI Use Cases in Oil and GasE
nti
ty O
rgan
izati
on
Str
uctu
re
Swarm ▪ Autonomous haulage systems
Federated ▪ Underseascanning and mapping systems
▪ Better prediagnosis
Stand-alone ▪ Autonomous drill bits
▪ Predictive product optimization
Reactor Categorizer Responder Learner Creator
Entity Intelligence
33 © 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.
AI Use Cases in UtilitiesE
nti
ty O
rgan
izati
on
Str
uctu
re
Swarm ▪ Autonomousmonitoring and situational awareness
▪ Power flow and power quality risk optimization
▪ Faster autonomous fault protection
▪ Transactive power ▪ AI-enabled advanced grid optimization
Federated ▪ Faster load profiles and stochastic analysis
▪ Fasterautonomous hazard analysis
▪ Power flow optimization
▪ High-speed, multimarket trading
▪ AI-enabled forecasting
Stand-alone ▪ Fasterautonomous voltage and harmonics studies
▪ Fasterautonomous power flow analysis
▪ Faster autonomous fault analysis
▪ Low-latency, accurate distributed energy resource (DER)and energystorage profiles
▪ Microgrid as a service
Reactor Categorizer Responder Learner Creator
Entity Intelligence
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For information, please contact your Gartner representative.
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