WHAT THIS REPORT COVERS

Artificial Intelligence (AI) is still a nascent market, yet deployments are starting to scale and will disrupt enterprise applications and service delivery in equal measure. However, the market lacks a clear understanding of the technical building blocks of AI and how they are impacting the way organizations are delivering services. Given this lack of clarity, HfS is researching how AI is impacting business operations and which services firms are enabling this AI OneOffice experience for enterprise customers. 

KEY MARKET DYNAMICS

• Broadly speaking AI has a different starting than RPA and we will see more nuanced articulation of AI as distinct approach as well as of evolving use cases
• We will see the emergence of structured and funded AI practices. Starting with the supply side but mature buyers will start to incorporate them into their automation CoEs
• Reflecting the early development phase, organizations pursuing AI solutions with a “bolt-on” approach, applying AI at the edge of the enterprise. As the market matures, AI will disrupt enterprise architectures and enterprise software
• In contrast to RPA we see mega-ISV ecosystems around AI evolving strongly: Microsoft, Google, AWS etc.
• Chatbots are low level and commodity, and more importantly used in an inflationary way, thus blurring market perceptions. We expect a clearer articulation of and differentiation from Virtual Agents which are routing customer requests all the way to execution

WHO SHOULD READ THIS REPORT

Executive leaders and business unit leaders, shared services and outsourcing and procurement managers, advisors, investors who have responsibilities in building out service delivery capabilities.

SERVICE PROVIDERS WE DISCUSS

Accenture, Atos, Capgemini, Cognizant, Conduent, Deloitte, DXC, EXL, EY, Genpact, HCL, Hexaware, IBM, Infosys, KPMG, NIIT Tech, NTT DATA, Sutherland Global, Syntel, TCS, TechMahindra, Wipro

WHAT YOU’LL KNOW AFTER READING

Readers will get a deeper understanding of the impact of AI and where the market really is at. A central theme is how AI needs to be placed and understood in the context of the HfS Intelligent Automation Continuum. They will get a comprehensive view of the technical building blocks of AI and how they are impacting service delivery. Equally into how providers are aligning, packaging, building, partnering, and acquiring capabilities to decouple service delivery from labor arbitrage. We are providing a ranking of the leading service providers while outlining their capabilities and investment priorities. Furthermore, we play back insights of the early deployments of AI. Finally, we provide an outlook for how the market for AI could evolve.