PILLAR: DIGITAL INFRASTRUCTURE
AI Enablement
What we will do and why
Exploration of the potential use of contemporary cognitive and generative Artificial Intelligence capabilities, assessing the feasibility of proposed use cases, their value and impact.
Key deliverables
- Proof of Concept (PoC) Gen AI application.
- High level adoption plan with various options.
- AI value assessment.
- Targeted, prioritised deployment AI.
Target outcomes
- AI Implementation strategy and roadmap.
- Automation and augmentation of manual processes.
- Enhanced services and experiences.
- Reduced cost to serve.
Measures of success
- Reduction in service delivery timescales.
- Customer Satisfaction.
- Employee Satisfaction.
- Increased productivity.
- Cost reduction.
Stakeholder Engagement
Held workshops with directors supported by external partners, as well as extensive internal requirements gathering, engagement of staff through department meetings and surveys of staff. We are working with partners to deliver chat bot functionality, and will engage customers for testing later in development.
Planned start:
01.01.2023
Target completion:
31.03.2025
Key milestones:
- AI chat functionality go-live (storm information) (Mar 2023)
- Gen AI Proof of Concept (Dec 2023)
- AI value assessment (copilot) (Dec 2023)
- AI Strategy & Roadmap (Dec 2023)
- MS Coplot 365 roll out (Mar 2024)
- AI customer chat bot on website (Dec 2024)
- Connections AI e-mail routing (Mar 2025)
- Agent Assist (Mar 2025)
Status:
On Track
| Date of change | Category | Description |
|---|---|---|
| 20.12.2024 | Update |
Overall project is on track for March 2025 with six out the eight Milestones completed. The remaning two Milestones (Connections AI e-mail routing) and (Agent Assist) are on track for March 2025. |
| 28.06.2024 | Update |
Due to additional scope the overall project end date got extended from March 2024 to December 2024. Two new Milestones were added (MS Copilot 365 roll out and Connections AI email routing). |
| 22.12.2023 | Update |
The project completion date was changed from December 2023 to March 2024 due to the complexity of the proof of concept. Milestones for GenAI Proof of Concept and AI Value Assessment due date was changed from October to end of year, and a new milestone added for a second planned chat bot |
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