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LATEST THINKING


OVERVIEW


AI makes it possible to extend human capabilities in ways that were once unimaginable. In addition to being a transformational technology, AI is a powerful economic engine. In fact, it’s already delivering results, including cost savings, increased productivity and more efficient use of the workforce. By some estimates, AI technologies could virtually double the rate of annual economic growth in 12 developed countries, including the United States, by 2035.

Combining AI with massive data sets, federal agencies can train machines to mimic human judgment and analytical skills. And they can use AI to transform the customer experience for greater personalization, more efficient service delivery and, ultimately, better mission outcomes.

WHERE AI IS IN PLAY

Artificial intelligence is already deeply ingrained in the private sector. Now government agencies are increasingly using AI-enabled capabilities to address customer expectations. Here are just three examples:

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85% IMPROVEMENT IN CUSTOMER SATISFACTION

One large government finance agency has implemented digital assistants for customer service across phone, web, and email channels. Over a 16-month period, AI-supported call volume rose from 35 percent to 95 percent— enabling 80 percent of front-line staff to concentrate on higher-level, more intensive support.



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NEAR-TERM COST SAVINGS OF $35 MILLION

A leading North American bank developed a strategy for deploying intelligent automation across client channels. In just three months, it created an operation framework, built process models, and launched an AI Center of Excellence, identifying near-term tactical cost savings of $35 million.

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AUTOMATED PROFILING FOR PERSONALIZED EXPERIENCE

A major international cruise line implemented a “customer genome” and now uses machine learning to engage customers and continually recommend the next best adventure. The result? A personalized customer experience at every touchpoint.

MAINTENANCE TO MISSION

AI is transforming organizations in ways not seen since the beginning of the Digital Revolution—fundamentally reinventing how they deliver, execute and perform. Implemented responsibly, AI will help amplify human thoughts and activity to improve how we live and work.

For the federal government, these technologies will accelerate decision making and free the workforce to focus on mission-critical, increasingly complex activities.


WHAT WILL HAPPEN IN THE NEXT FIVE YEARS WITH AI
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CONTACTS

Dom Delmolino

Dominic Delmolino

Chief Technology Officer,
Accenture Federal Services

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Dom Delmolino

Ira Entis

Managing Director, Strategic Solutions, Accenture Federal Services

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Biniam Gebre

Biniam Gebre

Managing Director, Strategic Solutions, Accenture Federal Services

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