MAKING HUMAN SERVICES MORE HUMAN - Accenture...Title: Making human services more human: the promise of conversational AI for the workforce Author: Rainer Binder Subject: Chatbots &

The Promise of Conversational AI for the Workforce

MAKING HUMAN SERVICES MORE HUMAN

2

THE PROMISE OF 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?

3Copyright 2018 Accenture. All rights reserved.

Greater focus on real human needs

Faster, more accurate answers for citizens

IMPROVEMENTSFOR CITIZENS

Reduced waiting times in lobbies or call centers

Superior customer service


CREATING OPPORTUNITIESFOR WORKERS

Greater case worker impact

Faster task completion rates

Better staff satisfaction and retention

Raising service delivery efficiency


PERFORMANCE IMPROVEMENTSIN PROGRAM COMPLIANCE

Faster processing times

Reduced manual data entry

Improved quality and error rates

Releasing application backlogs

6

Always-available virtual advisers will engage and support citizens, delivering easy and personalized 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.


CONVERSATIONAL AI HELPING CITIZENS

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

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.


CONVERSATIONAL AI HELPING CASEWORKERS

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

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.


CONVERSATIONAL AI CAN ADVISE LEADERS

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

AI IS HERE –GET READY


75%

of Human Services executives agree that AI will work next to humans in their organization (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

WHAT SHOULD YOU DO NEXT?

HAVE THE RIGHT DATADesign a big data strategy and supporting architecture

Engineer a flexible data model and virtualize content

Integrate with the larger citizen data ecosystem

INVEST IN CAPABILITIESMap 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 CULTUREDefine 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 organization



To learn more about conversational AI Implementation, contact:

RAINER BINDERManaging Director, Global Human Services Lead

[email protected]

http://www.linkedin.com/in/rainer-binder-092539107/

http://www.twitter.com/Binderra

GAURAV DIWANManaging Director, Senior Industry Executive, HHS

[email protected]

https://www.linkedin.com/in/gaurav-diwan-8199701

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 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.

Documents

MAKING HUMAN SERVICES MORE HUMAN - Accenture...Title: Making human services more human: the promise of conversational AI for the workforce Author: Rainer Binder Subject: Chatbots &