1.
ThePromiseofConversational
AIfortheWorkforce
MAKINGHUMAN
SERVICESMOREHUMAN

2.
2
THEPROMISEOF
CONVERSATIONAL
ARTIFICIAL
INTELLIGENCE
Copyright 2018 Accenture. All rights reserved.
Chatbots & Virtual Assistants are powered
by natural language processing, AI, and
process automation can free workers from
low-end, repetitive tasks and allow them to
focus on high-value, human centric tasks to
improve outcomes for people.
20%
Reduction in low-end,
repetitive tasks – a full
day a week – for workers.
How would you use that extra capacity?

3.
3Copyright 2018 Accenture. All rights reserved.
Greater focus
on real human
needs
Faster, more
accurate answers
for citizens
IMPROVEMENTS
FORCITIZENS
Reduced waiting
times in lobbies
or call centers
Superior
customer
service

4.
4Copyright 2018 Accenture. All rights reserved.
CREATINGOPPORTUNITIES
FORWORKERS
Greater case
worker impact
Faster task
completion rates
Better staff
satisfaction
and retention
Raising service
delivery
efficiency

5.
5Copyright 2018 Accenture. All rights reserved.
PERFORMANCEIMPROVEMENTS
INPROGRAMCOMPLIANCE
Faster
processing
times
Reduced
manual data
entry
Improved
quality and
error rates
Releasing
application
backlogs

6.
6
Always-available virtual advisers will engage and support citizens,
delivering easy and personalised service.
People could, for example, receive career advice and benefits
recommendations, or authenticate and enroll in benefits using
voice or face biometrics without the need to provide any ID.
Copyright 2018 Accenture. All rights reserved.
CONVERSATIONALAI
HELPINGCITIZENS
MAKING IT REAL:
Agencies are implementing chat bots – via phone and/or
online – that answer basic questions to help people figure
out what programs can better meet their needs, or to
check on the status of their applications or cases.

7.
7
Bots work alongside case workers to automate standard case
management and direct efforts to discovering and addressing
high-risk cases.
AI will provide the opportunity to reskill the workforce, moving
workers away from routine tasks to focus on higher-value, more
rewarding activities.
Copyright 2018 Accenture. All rights reserved.
CONVERSATIONAL
AIHELPINGCASEWORKERS
MAKING IT REAL:
For eligibility workers, it is often difficult to understand all aspects
of complex public assistance programs – locally, regionally and
at national level. Bots can help the workforce answer questions
around eligibility rules, processes and requirements. This can
also be valuable for augment the training of new case workers.

8.
8
Virtual advisors support managers and leaders by providing
new insights.
AI can simplify reporting, allow verbal information requests
and help direct resources to areas of need.
Copyright 2018 Accenture. All rights reserved.
CONVERSATIONALAI
CANADVISELEADERS
MAKING IT REAL:
Agencies are looking to use bots at management level
to make performance monitoring easier. For example,
instead of having to run reports or dashboards, a
divisional director could ask, in natural language,
questions around how their programs are doing.

9.
9
AIISHERE–GETREADY
Copyright 2018 Accenture. All rights reserved.
75%
of Human Services executives
agree that AI will work next to
humans in their organisation
(as a co-worker, collaborator,
and trusted advisor) within
the next two years.
We spoke to human services leaders from around
the world about their experiences to date with AI,
bots and automation…

10.
10
WHAT SHOULD YOU DO NEXT?
HAVE THE
RIGHT DATA
Design a big data
strategy and supporting
architecture
Engineer a flexible data
model and virtualise
content
Integrate with the
larger citizen data
ecosystem
INVEST IN
CAPABILITIES
Map the service delivery
value chain with relevant
AI usage scenarios
Build AI capabilities as a
platform
Train and improve AI
platform’s self-learning
abilities
SKILLS AND
CULTURE
Define an AI governance
model
Build a multidisciplinary
workforce with skills in
business analytics and AI
Aim for fine-tuned AI
capabilities within an
agile, insight-driven
digital organisation
Copyright 2018 Accenture. All rights reserved.

11.
11Copyright 2018 Accenture. All rights reserved.
To learn more about conversational AI Implementation, contact:
RAINER BINDER
Managing Director, Global
Human Services Lead
rainer.binder@accenture.com
http://www.linkedin.com/in/rainer-binder-092539107/
http://www.twitter.com/Binderra
BRIAN LEE-ARCHER
Managing Director, Industry Consulting
Australia/New Zealand
brian.lee-archer@accenture.com
http://www.linkedin.com/in/brian-lee-archer-4686056
ABOUTACCENTURE
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and
operations. Combining unmatched experience and specialised skills across more than 40 industries and all business functions – underpinned by the world’s
largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable
value for their stakeholders. With 459,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works
and lives.
Visit us at www.accenture.com.
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