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Tuesday 23 May 2017

*NEW RESEARCH* What are the opportunities for Artificial Intelligence in BPS?

lWe continue to research the disruptive impact of Intelligent Automation on the business process services (BPS) market. 

We recently examined end user impacts of Robotic Process Automation (RPA) on the retail banking and energy sectors (see RPA end user insight in energy and retail banking). In the adjacent, emerging area of ‘Artificial Intelligence’ (AI), we are hearing a huge amount of noise from BPS providers keen to jump on this latest hot topic. 

Earlier this year, IBM announced that its AI/cognitive platform Watson is to be used by Fukoku Mutual Life Insurance (FMLI), to automate the activities of claims adjusters (see here). This was the first time we’ve heard of AI being used by a major institution to automate higher value mid-office roles. The big question it poses is whether this could be the watershed for AI in the BPS market. 

We do believe some of the really big wins are to be gained from the application of AI in BPS, in terms of cost reduction, productivity improvements and new machine-led intelligence. However, pinning down what exactly AI is in a BPS context, and determining the reality from the hype, is critical to get a good understanding of the potential today, and application in the future.

Subscribers to TechMarketView's BusinessProcessViews research stream can read our detailed analysis in our report What are the opportunities for Artificial Intelligence in Business Process Services?

Posted by John O'Brien at '08:05' - Tagged: bps   artificialintelligence   RPA