Achieve more with human-centred artificial intelligence

AI can deliver results to your business today, including improving customer experiences, augmenting your workforce and automating repetitive processes. But industry hype will have you believe that AI can solve nearly all your business problems. The truth is, most of the immediate benefits from AI will be task focused and lack the contextual awareness and flexible learning that humans have.

Which is why we focus on human-centred AI to help you achieve more. You can gain better understanding and interpretation of the data, apply reasoning and engage in a more natural way. The importance of the human element is not lost on businesses. Our recent research found that 85 % of senior-level business and IT decision makers agreed that in the future, companies must be able to manage both humans and machines in order to successfully deploy AI.

Key ingredients to realise AI benefits

Artificial intelligence is a collection of advanced technologies that allow machines to sense, comprehend and act. To succeed with AI you need:

  • Talent: There is a war for AI talent, so you need to rotate your people and leverage your partners and their ecosystems.
  • Data: The fundamentals of AI and the ability to become smarter with machine learning reside in your data.
  • Models and knowledge: You need an analytics engine and library of automation process models, prebuilt calculations and algorithms.
  • Technology: Computing platforms are key for intelligent APIs, machine learning and automation in order to make AI more accessible.

artificial intelligence strategy
The journey to intelligent applications: Focus on your business outcomes to determine where to best apply AI.

“Bringing on Pepper to assist and delight our customers will help us learn what is possible. It’s yet another way ATB is demonstrating our commitment to transforming banking and identifying and employing cutting-edge technologies to enhance our customer experience.”

Sandi Boga Senior Manager of Innovation, ATB Financial

Our approach: Build human-centred intelligent applications

When you focus on the impact of AI on employees and customers, the results are different – and better. Consider a few examples.

  • Improve customer service: With a typical AI approach, organisations may replace call center agents with a chatbot or digital agent to automate and streamline responses. But this can lead to less-than-ideal customer experiences. With a human-centred approach, AI technologies are used to augment the call centre agent to identify the right information and find and expedite answers, resulting in better customer experiences.
  • Automate a business process with intelligence: Don’t just automate a business process to replace your workers. Instead use cognitive services like text analytics and custom decision making to more quickly categorise and interpret requests and escalate complicated scenarios to a human for response.
  • Power up your analytics: Today data is currency. Enhance your business analysts’ skillset and train them to become citizen data scientists who use machine learning tools to build customer acquisition, retention and lifetime-value models.

The role of digital ethics and AI

A human-centred strategy takes into account the ethical implications of AI. Businesses need to develop a digital ethics framework that addresses issues like data security, trust and privacy, and provides guidelines about how data should be obtained and used. Think of it as a set of values and moral principles for the conduct of digital interactions among businesses, people and things.

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Human-centered artificial intelligence

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Predict what’s next with analytics and AI

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Navigating ethics

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Technology Vision

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AI is driving business results today

We don’t believe that you just deliver AI. It’s all about how you embed the new technology for greater business value. Browse the business scenarios below to see how we have helped clients realise results with AI.


Equipment failure predictions

  • 10 % downtime reduction
  • 20 % reduction in operating costs

Energy, Digital Operations (IoT)


Lapse/churn prediction model

  • Churn reduced 50 % in resulting marketing campaign

Financial Services, Customer Analytics and Insights


Customer conversion prediction model

  • 80 % predictive accuracy
  • Three weeks to value

Financial Services, Customer Analytics and Insights


Automated helpdesk processing

  • Faster customer resolution
  • No system integration required
  • Reduction in tier one tickets

Cross-industry, Intelligent Automation


Automated document ingestion

  • Faster setup of new business
  • Reduced cost of maintaining historical documentation

Cross-industry, Intelligent Automation


Automated invoice processing

  • 75 % productivity improvement
  • 95 % of exceptions handled; 5 % with human intervention

Cross-industry, Intelligent Automation

Benefit from our AI expertise

We work with clients to help them gain the full value of human-centered AI. Our expertise includes:

  • 400 AI practitioners
  • 300 cognitive service experts
  • 4,200 business excellence and automation experts
  • 6,000 automations to date for 350 clients
  • 3,500 analytics professionals
  • 550 analytics systems enterprise clients
  • 1,000 data engineers

Next steps

Find out how a human-centered approach to AI can add value to your business.

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