In my book AI in business – Towards the autonomous enterpriseI explore the transformative role of AI through four real-world case studies.
Siemens Global Business Services (GBS) uses the AI-powered Bionic agent to automate customer service ticket management, improving efficiency and allowing human agents to focus on more complex tasks. Calderdale Council has adopted the Virtual Intelligent Response Agent (VIRA), a chatbot that handles routine inquiries. The Royal Berkshire NHS Foundation Trust (RBFT) is using AI-powered image recognition to improve the diagnosis and treatment of stroke, improving patient outcomes. Wärtsilä leverages AI-driven Configure, Price, Quote (CPQ) technology to optimize sales in the maritime and energy sectors.
As you read, we’ll explore the lessons and key takeaways from each case study.
The importance of developing AI skills internally
All case study organizations initially relied on external providers to implement their AI solutions. Over time, they developed their capabilities internally and reduced their dependence on external resources. For example, Siemens GBS’s Bionic Agent was developed with the help of the services of an external technology provider, but it also leveraged some of its internal skills acquired over the years. Calderdale Council initially received external support for VIRA, but has since developed the internal skills needed to improve, manage and upgrade the system. Wärtsilä has also developed internal skills to maintain and improve its CPQ solution, ensuring that the AI system evolves to meet its specific business needs.
Having skills available in-house gives organizations the flexibility and agility to develop innovative new capabilities and keep the costs of their AI solutions low.
Scalability and flexibility to exploit advances in AI
Calderdale Council’s VIRA demonstrates both the scalability and flexibility of AI. Initially deployed to deal with common customer queries relating to council tax, VIRA was quickly adapted to provide up-to-date information on the pandemic. It was later deployed to manage customer interactions regarding a new tipping licensing system. This flexibility proves crucial for dealing with unexpected challenges and highlights AI’s potential for scalable solutions that can evolve with organizational needs.
The Siemens GBS Bionic Agent was designed from the ground up to be reused in other functions. It was also recently enhanced with generative AI capabilities.
Human augmentation and decision support
Investing in AI systems can enable both automation and augmentation of human effort. Take the Siemens GBS Bionic Agent; it automates 70% of customer service ticket processing where applied, letting human staff handle more complex requirements and oversee the quality of automated services. Similarly, while RBFT’s AI-powered image recognition has not replaced doctors in diagnosing brain damage in stroke patients, it rather empowers clinicians by providing them with data-driven insights. Calderdale Council’s VIRA supports human officers by handling simple queries, allowing them to focus on more complex issues, such as bereavement case management.
Improved quality and accuracy of service
AI training has improved the quality and accuracy of services. In the Siemens GBS case study, staff found they could learn from the bionic agent’s application of rules to make better decisions. RBFT’s AI-enhanced CT image analysis has improved diagnostic accuracy and significantly increased the speed of recovery for patients receiving the most appropriate treatment, such as mechanical thrombectomy, regardless of when and where they present. Wärtsilä’s intelligent CPQ solution has eliminated configuration issues, ensuring that high-quality, bespoke motors are precisely specified for their engineering teams.
Continuous improvement and learning
All four case study providers managed to continually improve their services using their AI systems. Wärtsilä’s intelligent CPQ solution iteratively captures knowledge from subject matter experts and engineers to refine its decision trees, ensuring up-to-date and accurate configurations. Calderdale Council’s VIRA is continually updated to meet new requirements, such as the introduction of the new tipping permit system. The Siemens GBS Bionic Agent has been enhanced with generative AI to provide text responses to customers, and has also been repurposed for use in different functions.