AI isn’t as scary as we think: Embracing AI use cases
Reflecting on the Digitech24 event, it’s evident that AI’s potential can be transformative. While some perceive AI as daunting, real-world applications demonstrate its tangible benefits. The key is in identifying the right challenges and leveraging AI to address them effectively.
A Recent Success Story from the Department for Work and Pensions (DWP)
In a recent post, I highlighted how Helen Wylie, CTO of DWP Digtal, and her team were able to utilise AI alongside a pre-existing robotic process automation (RPA) system: An RPA system introduced seven years ago has been categorising 22,000 daily letters into a high-level priority order. However, some urgent cries for help occasionally slipped through the net and were not addressed as quickly as desired. Recently, an AI tool was implemented to add contextual analysis to each letter, ensuring that these cries for help are now pushed to the top of the priority list. This simple example illustrates how AI can seamlessly integrate into everyday operations, reducing manual workload and improving customer experience.
Shifting the Meta: The Role of Platform Discovery
A common theme across many talks at Digitech24 was the critical need to assess the organisational landscape to identify kinks before embarking on AI projects. A comprehensive platform piscovery provides a full view of platform performance, helping identify where AI can drive improvements—or where alternative solutions like better content design and an effective information architecture might suffice.
Rather than seeing AI as just a tool, consider it an enabler that unlocks untapped potential. We emphasise platform discovery to uncover areas where AI can streamline processes, cut costs, and enhance service delivery. However, it might also show that AI isn’t necessary, providing evidence to support a business case for or against its implementation.
I hope you find these insights useful and that they inspire you to explore AI’s potential in your own organisations – please do reach out if you’d like to know more about how we use platform discovery in blueprinting a streamlined future for our customers’ services.
