Diese Präsentation wurde erfolgreich gemeldet.
Wir verwenden Ihre LinkedIn Profilangaben und Informationen zu Ihren Aktivitäten, um Anzeigen zu personalisieren und Ihnen relevantere Inhalte anzuzeigen. Sie können Ihre Anzeigeneinstellungen jederzeit ändern.
ThePromiseofConversational
AIfortheWorkforce
MAKINGHUMAN
SERVICESMOREHUMAN
2
THEPROMISEOF
CONVERSATIONAL
ARTIFICIAL
INTELLIGENCE
Copyright 2018 Accenture. All rights reserved.
Chatbots & Virtual As...
3Copyright 2018 Accenture. All rights reserved.
Greater focus
on real human
needs
Faster, more
accurate answers
for citize...
4Copyright 2018 Accenture. All rights reserved.
CREATINGOPPORTUNITIES
FORWORKERS
Greater case
worker impact
Faster task
co...
5Copyright 2018 Accenture. All rights reserved.
PERFORMANCEIMPROVEMENTS
INPROGRAMCOMPLIANCE
Faster
processing
times
Reduce...
6
Always-available virtual advisers will engage and support citizens,
delivering easy and personalised service.
People cou...
7
Bots work alongside case workers to automate standard case
management and direct efforts to discovering and addressing
h...
8
Virtual advisors support managers and leaders by providing
new insights.
AI can simplify reporting, allow verbal informa...
9
AIISHERE–GETREADY
Copyright 2018 Accenture. All rights reserved.
75%
of Human Services executives
agree that AI will wor...
10
WHAT SHOULD YOU DO NEXT?
HAVE THE
RIGHT DATA
Design a big data
strategy and supporting
architecture
Engineer a flexible...
11Copyright 2018 Accenture. All rights reserved.
To learn more about conversational AI Implementation, contact:
RAINER BIN...
Nächste SlideShare
Wird geladen in …5
×

Making Human Services More Human: The Promise of Conversational AI for the Workforce (Australia)

294 Aufrufe

Veröffentlicht am

Chatbots & virtual assistants are powered by natural language processing, AI, and process automation can free workers from repetitive tasks and allow them to focus on human centric tasks to improve outcomes for people.

Veröffentlicht in: Technologie

Kommentare sind geschlossen

  • Als Erste(r) kommentieren

Making Human Services More Human: The Promise of Conversational AI for the Workforce (Australia)

  1. 1. ThePromiseofConversational AIfortheWorkforce MAKINGHUMAN SERVICESMOREHUMAN
  2. 2. 2 THEPROMISEOF CONVERSATIONAL ARTIFICIAL INTELLIGENCE Copyright 2018 Accenture. All rights reserved. Chatbots & Virtual Assistants are powered by natural language processing, AI, and process automation can free workers from low-end, repetitive tasks and allow them to focus on high-value, human centric tasks to improve outcomes for people. 20% Reduction in low-end, repetitive tasks – a full day a week – for workers. How would you use that extra capacity?
  3. 3. 3Copyright 2018 Accenture. All rights reserved. Greater focus on real human needs Faster, more accurate answers for citizens IMPROVEMENTS FORCITIZENS Reduced waiting times in lobbies or call centers Superior customer service
  4. 4. 4Copyright 2018 Accenture. All rights reserved. CREATINGOPPORTUNITIES FORWORKERS Greater case worker impact Faster task completion rates Better staff satisfaction and retention Raising service delivery efficiency
  5. 5. 5Copyright 2018 Accenture. All rights reserved. PERFORMANCEIMPROVEMENTS INPROGRAMCOMPLIANCE Faster processing times Reduced manual data entry Improved quality and error rates Releasing application backlogs
  6. 6. 6 Always-available virtual advisers will engage and support citizens, delivering easy and personalised service. People could, for example, receive career advice and benefits recommendations, or authenticate and enroll in benefits using voice or face biometrics without the need to provide any ID. Copyright 2018 Accenture. All rights reserved. CONVERSATIONALAI HELPINGCITIZENS MAKING IT REAL: Agencies are implementing chat bots – via phone and/or online – that answer basic questions to help people figure out what programs can better meet their needs, or to check on the status of their applications or cases.
  7. 7. 7 Bots work alongside case workers to automate standard case management and direct efforts to discovering and addressing high-risk cases. AI will provide the opportunity to reskill the workforce, moving workers away from routine tasks to focus on higher-value, more rewarding activities. Copyright 2018 Accenture. All rights reserved. CONVERSATIONAL AIHELPINGCASEWORKERS MAKING IT REAL: For eligibility workers, it is often difficult to understand all aspects of complex public assistance programs – locally, regionally and at national level. Bots can help the workforce answer questions around eligibility rules, processes and requirements. This can also be valuable for augment the training of new case workers.
  8. 8. 8 Virtual advisors support managers and leaders by providing new insights. AI can simplify reporting, allow verbal information requests and help direct resources to areas of need. Copyright 2018 Accenture. All rights reserved. CONVERSATIONALAI CANADVISELEADERS MAKING IT REAL: Agencies are looking to use bots at management level to make performance monitoring easier. For example, instead of having to run reports or dashboards, a divisional director could ask, in natural language, questions around how their programs are doing.
  9. 9. 9 AIISHERE–GETREADY Copyright 2018 Accenture. All rights reserved. 75% of Human Services executives agree that AI will work next to humans in their organisation (as a co-worker, collaborator, and trusted advisor) within the next two years. We spoke to human services leaders from around the world about their experiences to date with AI, bots and automation…
  10. 10. 10 WHAT SHOULD YOU DO NEXT? HAVE THE RIGHT DATA Design a big data strategy and supporting architecture Engineer a flexible data model and virtualise content Integrate with the larger citizen data ecosystem INVEST IN CAPABILITIES Map the service delivery value chain with relevant AI usage scenarios Build AI capabilities as a platform Train and improve AI platform’s self-learning abilities SKILLS AND CULTURE Define an AI governance model Build a multidisciplinary workforce with skills in business analytics and AI Aim for fine-tuned AI capabilities within an agile, insight-driven digital organisation Copyright 2018 Accenture. All rights reserved.
  11. 11. 11Copyright 2018 Accenture. All rights reserved. To learn more about conversational AI Implementation, contact: RAINER BINDER Managing Director, Global Human Services Lead rainer.binder@accenture.com http://www.linkedin.com/in/rainer-binder-092539107/ http://www.twitter.com/Binderra BRIAN LEE-ARCHER Managing Director, Industry Consulting Australia/New Zealand brian.lee-archer@accenture.com http://www.linkedin.com/in/brian-lee-archer-4686056 ABOUTACCENTURE Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialised skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 459,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com. https://twitter.com/brianla1

×