There are many ways to define artificial intelligence, but the more important conversation revolves around what AI enables you to do.

End-to-end efficiency: AI eliminates friction andimproves analytics and resource utilization across yourorganization, resulting in significant cost reductions. It canalso automate complex processes and minimize downtimeby predicting maintenance needs.

Improved accuracy and decision-making: AI augmentshuman intelligence with rich analytics and patternprediction capabilities to improve the quality,effectiveness, and creativity of employee decisions.

Intelligent offerings: Because machines think differentlyfrom humans, they can uncover gaps and opportunities inthe market more quickly, helping you introduce newproducts, services, channels and business models with alevel of speed and quality that wasn’t possible before.

Empowered employees: AI can tackle mundane activitieswhile employees spend time on more fulfilling high-valuetasks. By fundamentally changing the way work is doneand reinforcing the role of people to drive growth, AI isprojected to boost labor productivity. Using AI can also unlock the incredible potential of talent with disabilities, while helping all workers thrive.

Superior customer service: Continuous machinelearning provides a steady flow of 360-degree customerinsights for hyper personalization. From 24/7 chatbots tofaster help desk routing, businesses can use AI to curateinformation in real time and provide high-touchexperiences that drive growth, retention and overallsatisfaction.

AI is used in many ways, but the prevailing truth is that your AI strategy is your business strategy. To maximize your return on AI investments, identify your business priorities and then determine how AI can help.

No artificial intelligence introduction would be complete without addressing AI ethics. AI is moving at a blistering pace and, as with any powerful technology, organizations need to build trust with the public and be accountable to their customers and employees.

At Accenture, we define “responsible AI” as the practice of designing, building and deploying AI in a manner that empowers employees and businesses and fairly impacts customers and society—allowing companies to engender trust and scale AI with confidence.

Trust
Every company using AI is subject to scrutiny. Ethics theater, where companies amplify their responsible use of AI through PR while partaking in unpublicized gray-area activities, is a regular issue. Unconscious bias is yet another. Responsible AI is an emerging capability aiming to build trust between organizations and both their employees and customers.

Data security
Data privacy and the unauthorized use of AI can be detrimental both reputationally and systemically. Companies must design confidentiality, transparency and security into their AI programs at the outset and make sure data is collected, used, managed and stored safely and responsibly.

Transparency and explainability
Whether building an ethics committee or revising their code of ethics, companies need to establish a governance framework to guide their investments and avoid ethical, legal and regulatory risks. As AI technologies become increasingly responsible for making decisions, businesses need to be able to see how AI systems arrive at a given outcome, taking these decisions out of the “black box.” A clear governance framework and ethics committee can help with the development of practices and protocols that ensure their code of ethics is properly translated into the development of AI solutions.

Control
Machines don’t have minds of their own, but they do make mistakes. Organizations should have risk frameworks and contingency plans in place in the event of a problem. Be clear about who is accountable for the decisions made by AI systems, and define the management approach to help escalate problems when necessary.

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