Despite the bad reputation some older movies have given AI, a recent survey by Accenture shows that it could well be a big deal in banking, says KELE BOAKGOMO, Managing Director for Financial Services practice at Accenture, South Africa.
Artificial Intelligence gets a bad rap in pop culture. Movies like Terminator (with its rebellious Skynet) and 2001 (with its murderous HAL 9000) portray a future where the robots get smart, and conclude that it is in their interests to try and destroy mankind.
But the truth about AI is a lot more mundane. Most of us use AI every day when we talk and interact with Siri or Google on our phones and AI is why Netflix knows what movies you’ll like and what other products you’ll want to buy on Amazon.
And AI is poised to become a big deal in banking. An Accenture poll of more than 600 bankers reveals that 79 percent believe AI will revolutionize how banks learn from and interact with customers; 76 percent believe that AI interfaces will be the primary point of contact between banks and customers within three years; and 71 percent think AI can be the face of their brand.
AI encompasses three different technologies: Language processing that allows computers to “talk” with humans; machine learning where computers compare new information with existing data to find patterns, similarities and differences; and expert software systems that provide personalised advice. At its best, machines learn from experiences and can interact with humans and behave in ways that mimic the human brain.
Robots and artificial intelligence are already being embraced by banks around the world, both in branches and in back offices. At City Union Bank in the Indian city of Chennai, a robot called Lakshmi tells customers about their account balances and the current interest rates on mortgages. At the Bank of Tokyo Mitsubishi UFJ, a robot called Nao analyses facial expressions and behavior as it interacts with customers in Japanese, English and Chinese. Lakshmi and Nao are early, visible signs of how banks can use AI to personalize the banking experience.
In South Africa, AI is not new, but the move of AI beyond process to interaction with customers is new. AI is coming of age, tackling problems both big and small by making interactions simple and smart. It is becoming the new user interface in the banking space and underpinning the way we transact and interact with systems. Nearly two-thirds (63 percent) of South African bank respondents in the recent Technology Vision for banking research agree that AI will revolutionise the way they gain information and interact with customers.
Now, banks in the U.S are also starting to catch on. Capital One customers can check their accounts and pay credit card bills by talking to Amazon’s Alexa and HSBC customers can quiz the bank’s virtual online assistant Olivia who can answer questions about security and other issues and learns from the effectiveness of her answers. Santander has voice banking, powered by Nuance’s virtual assistant Nina, which allows customers to make transfers and payments based on voice recognition authentication. And, RBS has developed Luvo – a customer service pop-up window that asks customers online if they need help with simple tasks, freeing staff to work on resolving more complex problems. At Accenture, we’ve built Collette – a virtual mortgage adviser that asks customers questions in a natural conversational style and generates personally-tailored advice.
But these cool services are only the first step. Banks need to start using AI to streamline the process of applying for loans or to reimagine ATM interactions to reflect the customer’s typical needs, giving customer’s a blank screen to start with, for example, rather than a standard menu. In the end, AI will help banks truly customise the banking experience by making personalised recommendations and advice. Your bank’s AI might notice from your deposits that your salary has increased and will suggest ways to save more for retirement, or that you just started purchasing diapers for the first time and maybe it’s time to start a college savings account.
Crunching a trove of customer data – everything from banking to automotive records and credit bureau reports – will give banks a clearer picture than ever before of what their customers might want from a financial institution. That’s important because more than two-thirds (67 percent) of bankers say they currently struggle to understand their customers’ needs.
But as banks move forward, they have to make sure they don’t lose the human touch where it’s needed. AI can delight customers and make their transactions quicker and easier. But it can’t completely replace people. In many situations, from personal interactions to nuanced understanding of someone’s financial status, customers need to work with human beings.
A Weber Shandwick survey reveals that, while more than half of consumers say they would trust AI to provide financial guidance, 52 percent of people are concerned about the possibility of stolen data or invasion of privacy — concerns that banks can address by applying extra levels of security around complex transactions such as transferring money between accounts.
Incorporating AI will make banks more efficient, save them money and will make staff more productive by freeing them up to help customers in a more targeted way. And, as we have noticed from other disruptive technologies, once other banks have embraced these advances they will become a mandatory component of any banking offering to retain customers and gain new ones.
Companies should take three steps to ensure that they get it right with AI: 1) Create a clear strategy for using customer data and define how AI tools can best leverage that information; 2) Consider developing an AI Center of Excellence to spearhead the effort; 3) Create a test-and-learn environment to accelerate innovation and to explore how machines can add the cognitive processes of perception, learning and reasoning.
It’s inevitable that customers will have fewer visits at bank branches, but these few interactions with human staff will become more important to customer satisfaction. That means that the bank of the future will need to blend a mix of AI and human interactions if they want to be successful. What we see around us is just the beginning.
Now for hardware-as-a-service
Integrated ICT and Infrastructure provider Vox has entered into an exclusive partnership with Go Rentals to introduce a Hardware-as-a-Service (HaaS) offering, which is aimed at providing local small and medium businesses (SMEs) with quick, affordable, and scalable access to a wide variety of IT infrastructure – as well as the management thereof.
“Despite an increasingly competitive business environment where every rand counts, many business owners are still buying technology-based equipment outright rather than renting it,” says Barry Kemp, Head of Managed IT at Vox. “The problem with this is that the modern device arena has grown in variety and complexity, making it more difficult to manage, and to reduce the overheads of controlling these devices.”
According to Kemp, there is a global trend being observed in businesses moving away from owning and managing IT infrastructure. This started with the move away from servers and toward cloud-based subscription services, and now organisations are looking to do the same with the remaining on-premise hardware – employees’ desktop systems.
The availability of HaaS changes the way in which local businesses consume IT, by allowing them to direct valuable capital expenditure toward the more efficient and competitive operation of their organisation, rather than spending on hardware products.
“The rental costs are up to 50% lower than if they buy these products through traditional asset financing methods. Furthermore, using HaaS gives businesses the ability to scale up and down depending on their infrastructure requirements. Customers on a 12 month contract can return up to 10% of the devices rented, while those customers on 24 and 36 month contracts can return up to 20% of the devices – at any time during the contract,” adds Kemp.
More than just a rental
HaaS gives business access to repurposed Tier 1 hardware from vendors such as Dell, HP and Lenovo, equipped with the required specifications (processor, memory, and storage), and come installed with the latest Microsoft Windows operating system, unless an older version is specifically requested by the customer.
Kemp says: “Where HaaS is different from simply renting IT hardware is that businesses get full asset lifecycle management, such as having all company software pre-installed, flexible refresh cycles and upgrades, support and warranty management and transparent and predictable per user monthly fees.”
The ability to upgrade during the contract period means that businesses can keep pace with the latest in technology without needing to invest on depreciating equipment, while ensuring maximum productivity and efficiency for employees. Returned devices are put through a decommissioning process that ensures anonymity, certified data protection, and environmental compliance.
Businesses further stand to benefit from Vox Care, which incorporates asset management and logistical services for customers. This includes initial delivery and setup in major centres, asset tagging of all rented items, creation, and the repair and/or replacement of faulty machines within three business days – again in the main metropolitan areas.
Vox Care also assists in the design, testing and deployment of custom images, whereby HaaS clients can have the additional programmes they need (security, productivity tools, business software, etc) easily pre-installed along with the Windows operating system, on all their machines.
Kemp says HaaS customers can get further peace of mind by outsourcing the day to day management of their desktop environment to Vox Managed Services, as well as leverage the company’s knowledge and expertise to manage and host workstation backups to ensure business continuity.
Says Kemp: “Hardware-as-a-Service allows businesses to reduce the total cost of ownership of their hardware and ensure they only pay for what they use. Making the switch to a service model helps them take advantage of the global move in this direction, and to turn their business into a highly functional, flexible, low cost, change your mind whenever you want workplace.”
Seedstars seeks tech to reverse land degradation in Africa
A new partnership is offering prizes to young entrepreneurs for coming up with innovations that tackle the loss of arable land in Africa.
The DOEN Foundation has joined forces with Seedstars, an emerging market startup community, to launch the DOEN Land Restoration Prize, which showcases solutions to environmental, social and financial challenges that focus on land restoration activities in Africa. Stichting DOEN is a Dutch fund that supports green, socially-inclusive and creative initiatives that contribute to a better and cleaner world.
While land degradation and deforestation date back millennia, industrialization and a rising population have dramatically accelerated the process. Today we are seeing unprecedented land degradation, and the loss of arable land at 30 to 35 times the historical rate.
Currently, nearly two-thirds of Africa’s land is degraded, which hinders sustainable economic development and resilience to climate change. As a result, Africa has the largest restoration opportunity of any continent: more than 700 million hectares (1.7 billion acres) of degraded forest landscapes that can be restored. The potential benefits include improved food and water security, biodiversity protection, climate change resilience, and economic growth. Recognizing this opportunity, the African Union set an ambitious target to restore 100 million hectares of degraded land by 2030.
Land restoration is an urgent response to the poor management of land. Forest and landscape restoration is the process of reversing the degradation of soils, agricultural areas, forests, and watersheds thereby regaining their ecological functionality. According to the World Resources Institute, for every $1 invested in land restoration it can yield $7-$30 in benefits, and now is the time to prove it.
The winner of the challenge will be awarded 9 months access to the Seedstars Investment Readiness Program, the hybrid program challenging traditional acceleration models by creating a unique mix to improve startup performance and get them ready to secure investment. They will also access a 10K USD grant.
“Our current economic system does not meet the growing need to improve our society ecologically and socially,” says Saskia Werther, Program Manager at the DOEN Foundation. “The problems arising from this can be tackled only if a different economic system is considered. DOEN sees opportunities to contribute to this necessary change. After all, the world is changing rapidly and the outlines of a new economy are becoming increasingly clear. This new economy is circular and regenerative. Landscape restoration is a vital part of this regenerative economy and social entrepreneurs play an important role to establish innovative business models to counter land degradation and deforestation. Through this challenge, DOEN wants to highlight the work of early-stage restoration enterprises and inspire other frontrunners to follow suit.”
Applications are open now and will be accepted until October 15th. Startups can apply here: http://seedsta.rs/doen
To enter the competition, startups should meet the following criteria:
- Existing startups/young companies with less than 4 years of existence
- Startups that can adapt their current solution to the land restoration space
- The startup must have a demonstrable product or service (Minimum Viable Product, MVP)
- The startup needs to be scalable or have the potential to reach scalability in low resource areas.
- The startup can show clear environmental impact (either by reducing a negative impact or creating a positive one)
- The startup can show a clear social impact
- Technology startups, tech-enabled startups and/or businesses that can show a clear innovation component (e.g. in their business model)
Also, a specific emphasis is laid, but not limited to: Finance the restoration of degraded land for production and/or conservation purposes; big data and technology to reverse land degradation; resource efficiency optimization technologies, ecosystems impacts reduction and lower carbon emissions; water-saving soil technologies; technologies focused on improving livelihoods and communities ; planning, management and education tools for land restoration; agriculture (with a focus on precision conservation) and agroforestry; clean Energy solutions that aid in the combat of land degradation; and responsible ecotourism that aids in the support of land restoration.