AI AND ML
“ AI is sophisticated enough to transform how customers interact with companies and government ”
PAUL HENNINGER PARTNER , UK HEAD OF CONNECTED TECHNOLOGY AND GLOBAL HEAD OF DIGITAL LIGHTHOUSE , KPMG UK
Risk and insurance Boosting efficiencies and fairness in areas such as credit risk , insurance , human resources , and conducting surveillance , machine learning ( ML ) will read through forms and review voice and video recordings , highlighting where the reviewer ’ s attention should be focused , how a call
should be routed , or simply if an attachment has been forgotten , details Oliver Wyman ’ s Townson .
“ AI is currently used to automate customer-facing steps , from chatbots to processing an order ; some companies will also use it to improve their customer service , actually making processes more transparent and objective .”
Advances in quantifying fairness and mitigating bias allow AI-based approaches to be more equitable , transparent and objective than previous human attempts – even if quantifying fairness can sometimes be a painful first step , says Townson .
“ Even uncontrolled , AI does not necessarily make a process less fair ,” she explains . “ AI attempts , mathematically , to mimic previous decisions , so emphasises exactly how unfair these previous decisions were . That ability can now be harnessed to mitigate some of the imbalances we currently face .”
146 January 2023