Imagining a New Customer Experience

IMAGINING

A NEW CX

2

Quantum

1950 Turing Test

AI

WE ARE IN AN UNPRECEDENTED

PERIOD OF INNOVATION

Mainframe

Client-Server and PCs

Web 1.0 eCommerce

Web 2.0, Cloud, Mobile

Big Data, Analytics, Visualization

IoT and Smart Machines

Artificial Intelligence

Quantum Computing

Copyright 2017 Accenture. All rights reserved.

A CONSTELLATION OF TECHNOLOGIES ARE ALLOWING SMART MACHINES TO EXTEND HUMAN CAPABILITIES

ACTExpert Systems

Machine Learning

Inference Systems

LEARNDeep Learning

Neural Networks

SENSEComputer Vision

Sensor Processing

Speech Recognition

COMPREHENDKnowledge Representation

Natural Language Processing

Copyright 2017 Accenture. All rights reserved. 3

2.6

2.1

2.5

1.7 1.61.4 1.4

1.7

0.8

1.6 1.7

4.6

4.13.9

3.6

3.23 3 2.9

2.7 2.72.5

US Finland UK Sweden Netherlands Germany Austria France Japan Belgium Spain

Baseline AI steady rate

IN FACT, ARTIFICIAL INTELLIGENCE (AI) ADOPTION IS POISED TO DOUBLE THE ANNUAL ECONOMIC GROWTH RATE IN 12 DEVELOPED ECONOMIES


AND BOOST LABOR PRODUCTIVITY IN THE U.S. BY UP TO 35% BY

2035

5

BUT BENEFITS OF AI ADOPTION AREN’T YEARS

AWAY.THEY’RE

HAPPENING NOW


6

AI TECHNOLOGY IS ALREADY DELIVERING

CARNIVAL CRUISE LINES

Using AI to Revolutionize the Guest Experience Beginning this Year

OCEAN—One Cruise Experience Access Network – Maximizes the Voyage by Delivering a Personalized Experience at Every Touchpoint

Marriage of Bluetooth/NFC Medallion & AI Brings Experiential IOT to Life

Customer Genome Uses Machine Learning to Update Profile 3x per Second to Guide and Recommend Your Next Adventure

LARGE GOVERNMENT FINANCE AGENCY

Implemented Digital Assistants for Customer Service across Phone, Email & Web Channels

AI-Supported Call Volume Grew from 35% to 95% Over 16 Months

Customer Satisfaction Improved 85%

80% of Front-line Staff Redeployed to Provide More Intensive Level II or III Support

LEADING NORTH AMERICAN BANK

Created Enterprise Strategy for Deploying Intelligent Automation Across Client Channels

Automating Customer Service to Improve Performance, Drive Efficiencies & Strengthen Controls

Created Companywide Operational Framework, Built Process Models and Launched AI/RPA CoE in Just 3 Months

Identified Near-term/Tactical Cost Savings Of $35M


RAPID & SIGNIFICANT RESULTS

7

AND CITIZENS ARE EXPERIENCING NEW TECHNOLOGIES AND THEIR BENEFITS IN

EVERYDAY LIFE


88

CITIZENS REPORT THEY ARE OPEN TO AND EVEN EXPECT THE SAME

DIGITAL ENHANCEMENTS TO GOVERNMENT SERVICES

According to Accenture research, About 6 in 10 citizens think

government should make greater use of digital innovations

48% of citizens surveyed

would take advice

from a virtual assistant 85%

of citizens surveyed

expect government digital

services to

equal or exceed

commercial standards

49%

of citizens surveyed

would use public

services delivered

by artificial intelligence


99

GIVEN THE BENEFITSOF THESE TECHNOLOGIES WHY WOULDN’T THEY?

Cost-effective

Resource allocation improvements

New insights for decision makers

Enhances back-end processes to provide more timely and effective services

Allows for self service and new interactions

Enables personalized and tailored service delivery / experience with better insights

Richer insights on citizen needs & expectations


10

WHERE ARE FEDERAL AGENCIES IMPLEMENTING THESE NEW TECHNOLOGIES?

General inquiries

Benefits & claims processing

Complaints

FAQs

Personal virtual advisors

24/7 customer care

Conversational interface

Augmented base of intelligence

ENHANCED INTERACTIONS


CITIZENS’ EXPERIENCE AGENCY IMPLEMENTATION

New hire set up

Benefits & claims processing

Promotion/demotion/transfer

Finances & Accounting

Lower cost, increase efficiency

Better accuracy, compliance & controls

Improve mission outcomes

Service optimization

Defect remediation

Business rule discovery

Audience segmentation

Explore hidden, complex patterns

Leverage collective experience

Understand citizen behaviour &

sentiment

INTELLIGENT AUTOMATION

ENHANCEDJUDGMENT

11

WHERE TO

BEGIN


AI:

1

1

12Copyright 2017 Accenture. All rights reserved.

SUSTAINABLE SUCCESS

RESPONSIBLE AI

1

LONG-TERM STRATEGY

2

ITERATIVE EXECUTION

3

Start with an ethical, compliant, responsible design with people at the heart: your workforce, your customers, and the citizens.

RESPONSIBLE AI + LONG-TERM STRATEGY + ITERATIVE EXECUTION =SUSTAINABLE SUCCESS


RESPONSIBLE

IMPLEMENTATION

OF AI: HUMANS AT

THE CENTER

ENTERPRISE

STRATEGY

ASSESS RESULTS

TO OPTIMIZE

PERFORMANCE

SERVICE

DESIGN

IMPLEMENT

TARGETED

SOLUTIONS

Develop enterprise AI strategy to define long-term vision, roadmap and governance while delivering near-term value.



RESPONSIBLE

IMPLEMENTATION

OF AI: HUMANS AT

THE CENTER

ASSESS RESULTS

TO OPTIMIZE

PERFORMANCE

SERVICE

DESIGN

IMPLEMENT

TARGETED

SOLUTIONS

ENTERPRISE

STRATEGY

Employ service design to map user journeys into service blueprints that can help identify and prioritize AI opportunities.



RESPONSIBLE

IMPLEMENTATION

OF AI: HUMANS AT

THE CENTER

ASSESS RESULTS

TO OPTIMIZE

PERFORMANCE

IMPLEMENT

TARGETED

SOLUTIONS

SERVICE

DESIGNENTERPRISE

STRATEGY

Implement targeted solutions to aid in achieving your goal.



RESPONSIBLE

IMPLEMENTATION

OF AI: HUMANS AT

THE CENTER

ASSESS RESULTS

TO OPTIMIZE

PERFORMANCE

IMPLEMENT

TARGETED

SOLUTIONS

ENTERPRISE

STRATEGY

SERVICE

DESIGN

INTELLIGENT AUTOMATION:

Drive Efficiencies and effectiveness

based on a combination of Robotics

and Machine Learning capabilities

ENHANCED JUDGMENT:

Leverage AI capabilities to augment

Human intelligence on core Human-

driven Processes

ENHANCED INTERACTION:

Deliver Superior experience, built on Virtual

Agent capabilities, integrated with Automation

and Augmented Intelligence

Revisit, reinvest the new insights, and allow the agility to renew the results. At its core, AI is about continuous improvement.



RESPONSIBLE

IMPLEMENTATION

OF AI: HUMANS AT

THE CENTER

ASSESS RESULTS

TO OPTIMIZE

PERFORMANCE

IMPLEMENT

TARGETED

SOLUTIONS

ASSESS RESULTS

TO OPTIMIZE

PERFORMANCE

ENTERPRISE

STRATEGY

SERVICE

DESIGN

ABOUT ACCENTURE FEDERAL SERVICESAccenture Federal Services, a wholly owned subsidiary of Accenture LLP, is a U.S. company with offices in Arlington, Virginia. Accenture’s federal business has served every cabinet-level department and 30 of the largest federal organizations. Accenture Federal Services transforms bold ideas into breakthrough outcomes for clients at defense, intelligence, public safety, civilian and military health organizations. Visit us at www.AccentureFederal.com.

@AccentureFed

www.linkedin.com/company/accenture-federal-services

IRA ENTIS

Managing Director

Strategic Solutions & Emerging TechnologiesAccenture Federal [email protected]

@iraentis

www.linkedin.com/in/ira-entis-a054154

ABOUT ACCENTUREAccenture 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 specialized 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 approximately 425,000 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.

http://www.accenturefederal.com/

https://twitter.com/AccentureFed

https://www.linkedin.com/company/accenture-federal-services

mailto:[email protected]

http://www.twitter.com/iraentis

https://www.linkedin.com/in/ira-entis-a054154/

http://www.accenture.com/

Imagining a New Customer Experience

Technology

Transcript of Imagining a New Customer Experience