ARTIFICIAL INTELLIGENCE BY GARTNERCurrent State of AI in Banking and Investment Services AI deployed or planned within 12 months Top Three Application Types in Use 1. Fraud analysis

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ARTIFICIAL

INTELLIGENCE BY

GARTNER






Business capability Model in detail






How to choose right use cases?


Use what other do if you optimize.


This is what others do.


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?


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 …


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%


Current State of AI in Insurance


within 12 months



2. Chatbots

3. Process optimization tools



48%


Current State of AI in Healthcare Providers


within 12 months


1. Computer-assisted diagnostics





38%


Current State of AI in Government


within 12 months


1. Chatbots





26%


Current State of AI in Retail


within 12 months




3. Sentiment analysis or other opinion-

mining analysis



44%


Current State of AI in Manufacturing


within 12 months


1. Chatbots

2. Smart robotics (automated

warehousing/manufacturing)




40%


Current State of AI in Natural Resources


within 12 months




3. Chatbots



35%


Current State of AI in Utilities


within 12 months


1. Chatbots





33%


Strategic Framework for AIE

ntity

O

rganiz

ation

Str

uctu

re

Swarm

Federation

Stand-alone

Entity Intelligence

Reactor Categorizer Responder Learner Creator


A Quick Glossary of Terms


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


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


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


Entity Intelligence


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


Entity Intelligence


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


Entity Intelligence


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


Entity Intelligence


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


Entity Intelligence


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


Entity Intelligence


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


Entity Intelligence


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


Entity Intelligence


For information, please contact your Gartner representative.

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Documents

ARTIFICIAL INTELLIGENCE BY GARTNERCurrent State of AI in Banking and Investment Services AI deployed or planned within 12 months Top Three Application Types in Use 1. Fraud analysis