Recent strides in the development of artificial intelligence (AI) have led to an even more revolutionary version of AI, known as generative AI (Gen AI) - software that can mimic the human ability to create text, images and computer code.
The rapid advances in this area have been taken up and adopted by businesses around the world in the pursuit of improved services and productivity. But, amid all the excitement around the massive potential benefits of AI technology, there has also been understandable caution over potential risks and ethical implications.
In this paper, which explores AI and Gen AI through a customer experience lens, looking at the topic from the perspectives of:
What does the future hold? Human or machine? Success will come from a well-balanced partnership to drive universal benefits but above all, preparedness is key.
We consider how organisations can improve how work flows through services, removing the friction that quietly absorbs capacity.
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Improve public sector productivity with better visibility, simpler workflows, automation and AI to release capacity and strengthen service delivery.
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Automation can accelerate productivity, but only when it’s embedded within stable, well understood services, not introduced as a standalone initiative.
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Across public services, understanding what it costs to deliver a service end to end is one of the most important steps to sustained productivity improvement.
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