BUSINESS CASE
Artificial Intelligence for Financial Services
May – June 2017
Pim Meijer
Manager Digital
Accenture Innovation Center for Smart Services
Accenture Business Case:
Design a Digital Assistant Solution
This case is about real-life opportunities in the financial market. How can Artificial
Intelligence innovations improve customer interaction?
The world is changing due to rapidly evolving technologies. In particular, Digital
Assistant applications offer opportunities to support the ambition to change the
way the world works and lives.
Accenture needs you to bring in your enthusiasm, innovative thinking and skills
to help improve the financial market with Digital Assistant ideas.
Focusing on:
• Customer Touchpoints (digital channels, web, mobile, devices, glasses etc.)
• Financial Services (Insurances, Banking, Pensions etc.)
• Artificial Intelligence (Digital Assistance, Virtual Agent, Siri, Feli, Google Home,
Chatbots etc.)
Accenture contact & business case owner: Pim Meijer (Manager, Digital)
More context: Global trends and Digital Assistant solutions
Main question
Design a Digital Assistant
How can Artificial Intelligence innovations
improve customer interaction?
Focusing on:
• Customer Touchpoints (digital channels,
web, mobile, devices, glasses etc.)
• Financial Services (Insurances, Banking,
Pensions etc.)
• Artificial Intelligence (Digital Assistance,
Virtual Agent, Siri, Feli, Google Home,
Chatbots etc.)
Copyright © Accenture 2017. All rights reserved.
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Financial Services sector is more about services rather than products
This means that in the Financial Services industry Service Design and Artificial Intelligence should be
about people, interactions and connections.
Digitization is not only about the technology
 it is also about people, who are a critical factor for project success
Wait and see is not the best strategy
 there are many things we can do to support business proactively on the people side of
their digital journeys
Digital culture transformation is a large aim supported by smaller technologies
 It utilizes prototypes, demo’s and specific technical solutions
To fully transform the culture, we recommend to address all items in the ecosystem
 however quick wins can also be achieved with well-chosen first steps
Copyright © Accenture 2017. All rights reserved.
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Digital change in Financial Services industry
Financial Services are going digital
• Digitization changes customer behaviour, established financial
industries’ business models have to be adapted.
• At the same time digitizing the customer’s experience offers
opportunities for new business.
• The change requires the companies to prepare themselves with
building up the required capabilities.
• On this journey, technological change defines the pace.
Challenges for Financial businesses
• Human aspects of this digital transformations are often
underestimated or lag behind.
• The ability for self-renewal requires a vision and an adaptive roadmap, to
not leave your employees behind.
• New capabilities are required which suit the adaptive, agile technologies
and alignment of processes.
• The build-up of a digital mindset, a culture and talent refreshment as
well as a digital governance is a premise to make the change happen.
Therefore we have to define a Business Case based on
technology but for people interactions in the industry
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Underlying Business Case questions
What is the new Operating Model
and which new roles do I need in the
context of a revised digital business
model to ensure success?
How do I manage the transition
and guide my workforce on the
journey to become a Digital
Enterprise?
How can we build a Digital
Mindset across the organization?
Copyright © Accenture 2017. All rights reserved.
What skills do we need and
where do we get them to enable
digital business models and
services?
How do I lead my workforce in a
dynamic, agile and digital world
and business model?
How to adopt digital ways of
working to increase agility,
speed and reduce cost?
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Digital Assistance resources
Click here fore more info:
Digital Assistant
Click here fore more info:
Accenture Technology Trends 2017
(AI is the new UI)
Business Case
Owner
Contact details
Pim Meijer
Manager, Digital
Digital Innovations, Interactive & Mobility
Accenture Innovation Center for Smart Services
+31 (0)6 1270 1985
[email protected]
http://Linkedin.com/in/pimmeijer
Accenture
Innovation Center for Smart Services
Smedestraat 2
Heerlen
Copyright © Accenture 2017. All rights reserved.
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Appendix
Inspiration List for Artificial Intelligence use cases
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Artificial Intelligence – simplified purpose model
Environment
Intelligent Agent
Perceiving the world
People
Observations
Learn
Sense
Know
Perceive
Reason
Plan
Communicate
Act
Physical World
Actions
Information
Make informed decisions
Analyze and understand
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11
Artificial Intelligence – Digital Assistance (non-exhaustive)
Digital Assistants
Digital Assistants for
Personal Computing
Interactive agents with human-like traits and
communication styles. Digital Assistants can answer
questions and perform business processes.
Natural Language
Question Answering
Uses
Uses
A new UI: the “new
keyboard”
Expert help: a new way to
retrieve information
Siri
Cortana
Silvia
Virtual Service-Desk
Assistant
Replaces/helps back-office
employees
IPsoft
Watson
Personal Assistant for
Google software that uses
Google’s Knowledge
Graph to answer
questions. Therefore it is
both an assistant and a
question answerer
Copyright © Accenture 2017. All rights reserved.
Wolfram Alpha
IPsoft
EasyAsk’s Quiri answers
CRM, ERP & Business
Intelligence questions
asked in natural
language.
NextIT
Nina
Artificial Solutions
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