Artificial Intelligence is predicted to disrupt the service industry including the professions of law, accounting, medicine and more. What exactly is AI, how do human and AI work together or compete, what jobs will be left (if any?), and what skills should you hone to prepare for the profession of the future

1. Artificial Intelligence and the
Future of the Service
Industry
Adrian Cartland
13th May 2017

2. Technology
• Technology doesn’t
disappear, it develops a
niche
• Technology should be
moulded to assist
humans, not the other
way around

3. Symbiosis
• Humans and technology are symbiotic
• Kasparov vs Deep Blue
• Centaur Chess

4. Innovation
• Sustaining innovations improve the performance of established
products, along the dimensions of performance that mainstream
customers in major markets have historically valued. Most
technological advances are sustaining in character.
• Disruptive innovations bring to a market a very different value
proposition than had been available previously. Products based on
disruptive technologies are typically cheaper, simpler, and, frequently,
more convenient to use.
• AI is a disruptive technology

5. Artificial
Intelligence
“Behaviour by a machine
that, if performed by a
human, would be
considered intelligent”

6. What AI isn’t!

7. What AI is
• Natural Language Programming
• Expert Systems
• Machine Learning
• Intelligent Agents
• Fuzzy Logic
• Genetic Algorithms
“If Droids could think,
there’d be none of us here”

8. Where AI is Now?

9. AI can do
• Bespoke to standardized, then systemized, then packaged, then
commoditized, then automated
• Eg:
• Gathering facts from a client and organising them;
• Giving advice on discreet questions;
• Writing letters of response within a confined field;
• Negotiating terms within a certain bound; and
• Making decisions based on agreed facts.
• “Automatic” thinking vs mindful

10. Humans Only
• Philosophy
• Morals
• Empathy
• Charisma
• Context
• Choice
• Symbiosis

11. Good, Bad and Ugly News
• Bad News:
• 39% of Jobs Lost to AI
• No job completely gone
• Good News:
• Shift in supply curve
• 65% of children in new jobs
• More interesting work
• Ugly News:
• No reasons why existing service providers keep the work

12. AI Implemented:
Tax Research
• Find an answer 90% while
in front of client
• Reduce junior’s (unbillable)
research time
• Concept, not keyword, search
• Easiest quote finder

13. AI Implemented:
Searching
Unstructured Data
• “Big Data is the New Oil”
• Valuable IP inaccessible
• Automatically
file/sort/visualise
• More autonomous juniors
• Less work for admin

14. AI Implemented: Connectivity + Machine Learning

15. AI Implemented:
Client Engagement
• Access info from AI directly
• Reduce mundane interactions
• Always optional human interaction
• Direct question
• Tone analysis
• Logical exit point
• Examples:
• Marketing
• Onboarding
• Admin

16. Questions?

17. © Adrian Cartland 2017