1.
1
WITH AI
CHANGING THE
EXPERIENCE

2.
2
Quantum
1950 Turing Test
AI
WE ARE IN AN UNPRECEDENTED
PERIOD OF INNOVATION
Mainframe
Client-Server and PCs
Web 1.0 eCommerce
Web 2.0, Cloud, Mobile
Big Data, Analytics, Visualization
IoT and Smart Machines
Artificial Intelligence
Quantum Computing
Copyright 2017 Accenture. All rights reserved.

3.
A CONSTELLATION OF
TECHNOLOGIES ARE ALLOWING
SMART MACHINES TO EXTEND
HUMAN CAPABILITIES
ACT
Expert Systems
Machine Learning
Inference Systems
LEARN
Deep Learning
Neural Networks
SENSE
Computer Vision
Sensor Processing
Speech Recognition
COMPREHEND
Knowledge Representation
Natural Language Processing
Copyright 2017 Accenture. All rights reserved. 3

4.
2.6
2.1
2.5
1.7 1.6
1.4 1.4
1.7
0.8
1.6 1.7
4.6
4.1
3.9
3.6
3.2
3 3 2.9
2.7 2.7
2.5
US Finland UK Sweden Netherlands Germany Austria France Japan Belgium Spain
Baseline AI steady rate
IN FACT, ARTIFICIAL INTELLIGENCE (AI)
ADOPTION IS POISED TO DOUBLE THE
ANNUAL ECONOMIC GROWTH RATE IN 12
DEVELOPED ECONOMIES
Copyright 2017 Accenture. All rights reserved. 4
AND BOOST LABOR PRODUCTIVITY IN THE U.S. BY UP TO 35% BY
2035

5.
5
BUT BENEFITS
OF AI ADOPTION
AREN’T YEARS
AWAY.
THEY’RE
HAPPENING NOW
Copyright 2017 Accenture. All rights reserved. 5

6.
6
AI TECHNOLOGY IS ALREADY DELIVERING
CARNIVAL
CRUISE LINES
Using AI to Revolutionize the Guest
Experience Beginning this Year
OCEAN—One Cruise Experience Access
Network – Maximizes the Voyage by Delivering
a Personalized Experience at Every
Touchpoint
Marriage of Bluetooth/NFC Medallion & AI
Brings Experiential IOT to Life
Customer Genome Uses Machine Learning to
Update Profile 3x per Second to Guide and
Recommend Your Next Adventure
LARGE GOVERNMENT
FINANCE AGENCY
Implemented Digital Assistants
for Customer Service across Phone,
Email & Web Channels
AI-Supported Call Volume Grew from
35% to 95% Over 16 Months
Customer Satisfaction Improved 85%
80% of Front-line Staff Redeployed to
Provide More Intensive Level II or III
Support
LEADING NORTH
AMERICAN BANK
Created Enterprise Strategy for
Deploying Intelligent Automation
Across Client Channels
Automating Customer Service to Improve
Performance, Drive Efficiencies &
Strengthen Controls
Created Companywide Operational
Framework, Built Process Models and
Launched AI/RPA CoE in Just 3 Months
Identified Near-term/Tactical Cost
Savings Of $35M
Copyright 2017 Accenture. All rights reserved.
RAPID & SIGNIFICANT RESULTS

7.
7
AND CITIZENS ARE EXPERIENCING NEW
TECHNOLOGIES AND THEIR BENEFITS IN
EVERYDAY LIFE
Copyright 2017 Accenture. All rights reserved.

8.
88
CITIZENS REPORT THEY ARE OPEN TO
AND EVEN EXPECT THE SAME
DIGITAL ENHANCEMENTS
TO GOVERNMENT SERVICES
According to Accenture research, About 6 in 10 citizens think
government should make greater use of digital innovations
48%
of citizens surveyed
would take advice
from a virtual assistant
85%
of citizens surveyed
expect government digital
services to
equal or exceed
commercial standards
49%
of citizens surveyed
would use public
services delivered
by artificial intelligence
Copyright 2017 Accenture. All rights reserved. 8

9.
99
GIVEN THE BENEFITS
OF THESE TECHNOLOGIES
WHY WOULDN’T THEY?
Cost-effective
Resource allocation improvements
New insights for decision makers
Enhances back-end processes to provide more timely and effective services
Allows for self service and new interactions
Enables personalized and tailored service delivery / experience with better
insights
Richer insights on citizen needs & expectations
Copyright 2017 Accenture. All rights reserved.

10.
10
WHERE ARE FEDERAL AGENCIES
IMPLEMENTING THESE NEW TECHNOLOGIES?
General inquiries
Benefits & claims processing
Complaints
FAQs
Personal virtual advisors
24/7 customer care
Conversational interface
Augmented base of intelligence
ENHANCED
INTERACTIONS
Copyright 2017 Accenture. All rights reserved.
CITIZENS’ EXPERIENCE AGENCY IMPLEMENTATION
New hire set up
Benefits & claims processing
Promotion/demotion/transfer
Finances & Accounting
Lower cost, increase efficiency
Better accuracy, compliance & controls
Improve mission outcomes
Service optimization
Defect remediation
Business rule discovery
Audience segmentation
Explore hidden, complex patterns
Leverage collective experience
Understand citizen behaviour &
sentiment
INTELLIGENT
AUTOMATION
ENHANCED
JUDGMENT

11.
11
WHERE TO
BEGIN
Copyright 2017 Accenture. All rights reserved.
AI:
1
1

12.
12Copyright 2017 Accenture. All rights reserved.
SUSTAINABLE SUCCESS
RESPONSIBLE AI
1
LONG-TERM
STRATEGY
2
ITERATIVE
EXECUTION
3

13.
Start with an ethical, compliant, responsible design with people at
the heart: your workforce, your customers, and the citizens.
RESPONSIBLE AI + LONG-TERM
STRATEGY + ITERATIVE EXECUTION =
SUSTAINABLE SUCCESS
Copyright 2017 Accenture. All rights reserved. 13
RESPONSIBLE
IMPLEMENTATION
OF AI: HUMANS AT
THE CENTER
ENTERPRISE
STRATEGY
ASSESS RESULTS
TO OPTIMIZE
PERFORMANCE
SERVICE
DESIGN
IMPLEMENT
TARGETED
SOLUTIONS

14.
Develop enterprise AI strategy to define long-term vision, roadmap
and governance while delivering near-term value.
RESPONSIBLE AI + LONG-TERM
STRATEGY + ITERATIVE EXECUTION =
SUSTAINABLE SUCCESS
Copyright 2017 Accenture. All rights reserved. 14
RESPONSIBLE
IMPLEMENTATION
OF AI: HUMANS AT
THE CENTER
ASSESS RESULTS
TO OPTIMIZE
PERFORMANCE
SERVICE
DESIGN
IMPLEMENT
TARGETED
SOLUTIONS
ENTERPRISE
STRATEGY

15.
Employ service design to map user journeys into service
blueprints that can help identify and prioritize AI opportunities.
RESPONSIBLE AI + LONG-TERM
STRATEGY + ITERATIVE EXECUTION =
SUSTAINABLE SUCCESS
Copyright 2017 Accenture. All rights reserved. 15
RESPONSIBLE
IMPLEMENTATION
OF AI: HUMANS AT
THE CENTER
ASSESS RESULTS
TO OPTIMIZE
PERFORMANCE
IMPLEMENT
TARGETED
SOLUTIONS
SERVICE
DESIGN
ENTERPRISE
STRATEGY

16.
Implement targeted solutions to aid in achieving your goal.
RESPONSIBLE AI + LONG-TERM
STRATEGY + ITERATIVE EXECUTION =
SUSTAINABLE SUCCESS
Copyright 2017 Accenture. All rights reserved. 16
RESPONSIBLE
IMPLEMENTATION
OF AI: HUMANS AT
THE CENTER
ASSESS RESULTS
TO OPTIMIZE
PERFORMANCE
IMPLEMENT
TARGETED
SOLUTIONS
ENTERPRISE
STRATEGY
SERVICE
DESIGN
INTELLIGENT AUTOMATION:
Drive Efficiencies and effectiveness
based on a combination of Robotics
and Machine Learning capabilities
ENHANCED JUDGMENT:
Leverage AI capabilities to augment
Human intelligence on core Human-
driven Processes
ENHANCED INTERACTION:
Deliver Superior experience, built on Virtual
Agent capabilities, integrated with Automation
and Augmented Intelligence

17.
Revisit, reinvest the new insights, and allow the agility to renew the results. At
its core, AI is about continuous improvement.
RESPONSIBLE AI + LONG-TERM
STRATEGY + ITERATIVE EXECUTION =
SUSTAINABLE SUCCESS
Copyright 2017 Accenture. All rights reserved. 17
RESPONSIBLE
IMPLEMENTATION
OF AI: HUMANS AT
THE CENTER
ASSESS RESULTS
TO OPTIMIZE
PERFORMANCE
IMPLEMENT
TARGETED
SOLUTIONS
ASSESS RESULTS
TO OPTIMIZE
PERFORMANCE
ENTERPRISE
STRATEGY
SERVICE
DESIGN

18.
ABOUT ACCENTURE
FEDERAL SERVICES
Accenture Federal Services, a wholly owned subsidiary of
Accenture LLP, is a U.S. company with offices in Arlington,
Virginia. Accenture’s federal business has served every
cabinet-level department and 30 of the largest federal
organizations. Accenture Federal Services transforms bold
ideas into breakthrough outcomes for clients at defense,
intelligence, public safety, civilian and military health
organizations. Visit us at www.AccentureFederal.com.
@AccentureFed
www.linkedin.com/company/accenture-federal-services
IRA ENTIS
Managing Director
Strategic Solutions & Emerging Technologies
Accenture Federal Services
ira.entis@accenturefederal.com
@iraentis
www.linkedin.com/in/ira-entis-a054154
ABOUT ACCENTURE
Accenture is a leading global professional services company,
providing a broad range of services and solutions in strategy,
consulting, digital, technology and operations. Combining unmatched
experience and specialized skills across more than 40 industries and
all business functions—underpinned by the world’s largest delivery
network—Accenture works at the intersection of business and
technology to help clients improve their performance and create
sustainable value for their stakeholders. With approximately
425,000 people serving clients in more than 120 countries, Accenture
drives innovation to improve the way the world works and lives. Visit
us at www.accenture.com.