In my previous post, I talked about the potential for automation to increase efficiency, reduce costs, improve quality and enrich experiences with our insurance industry colleagues and customers. This week I’ll take a closer look at a project that Accenture is collaborating on with IPsoft to enhance the cognitive automation of IT services delivery.
IT infrastructure at a breaking point
Today’s IT infrastructures are under considerable strain from new digital technologies and applications. Service disruptions threaten to:
- Prevent insurers from serving customers effectively.
- Delay products in the supply chain.
- Slow product development.
- Compromise security.
Organisations can address these challenges by creating an intelligent infrastructure—one that can learn, predict, automate, adapt, protect and even self-heal across the data centre, network, workplace, security and operations. This is what cognitive computing is all about.
Until recently, cognitive computing has focused on Artificial Intelligence (AI), the science aimed at creating intelligent machines that are as capable as humans. But now, the focus has shifted to Intelligence Augmentation (IA), intelligent systems that can support humans in their activities, by enabling machines to interact naturally with people and data. Not only do these systems create more intuitive interactions, but they also extend the capabilities of what either humans or machines can do on their own.
Accenture is collaborating with IPsoft to enhance the automation of infrastructure operations across computer, network and storage devices to help minimise manual interventions and improve service quality. Part of IPsoft’s autonomic IT management, the IPcenter provides an operational service delivery portal that manages client technology environments. It offers tactical and strategic views of each managed component across all layers, in real time, through a single, customisable web-based portal.
By integrating IPsoft’s autonomic platform with Accenture’s extensive knowledge of technology and business process change, we are in a unique position to help insurers transform their infrastructure into intelligent, self-governing IT operations, increasing the speed, agility, quality and consistency of incident responses, and lowering service costs.
Taking automation a step further
A second solution that has great potential for the insurance market is IPsoft’s Amelia, a virtual agent, capable of interacting with customers to answer questions and provide services. Using cognitive computing, Amelia extracts semantic meaning from questions and knowledge from unstructured data, and generates answers and explanations—and even delegates requests when appropriate. Amelia learns as she works, building a constantly evolving internal knowledge base, so that she can provide high-quality responses in every language your customers speak.
What this means for insurers is that you can now build a scalable solution to meet your business volume, reduce your costs and maximise the value of your human talent, by allowing your staff to focus on the complex and higher-value inquiries.
In my next post, I’ll examine some of the trends we’re seeing relating to data analytics and machines.