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Microsoft AI 360 Model PDF
Microsoft AI 360 Model PDF
Model
Unlock the benefits of
Artificial Intelligence
Contents
Introducing a
model for success
We’re in the midst of a fevered period of hype about
how artificial intelligence will shape the future of work.
But, as Nigel Duffy, Global AI Innovation Leader at EY,
says: “while there is a lot of noise regarding AI, there’s
been a lack of in-depth discussion and analysis of how
it’s actually going to transform businesses.”
What is
the AI 360° model?
To fully understand how AI is being used by businesses
across Europe, Microsoft partnered with EY to examine
AI use in greater detail in the AI in Western Europe
Report. Mircosoft received input from 277 companies,
across 15 countries and 7 sectors, on the scope of
current AI activities and how business leaders view the
road ahead.
Understanding
the model i o na l Advanc
E mo t n c e An a l y t i
ed
l ige
Intel cs
As you can see, the model visualises four key digital na
l Ma Da
transformation benefits, five AI functionalities and eight ter es na t a
E x i an c ge
m
l
Al en
AI capabilities. t
ABILITIES
CAP
At its centre, the model shows four key benefit domains
t
en
Cu
ve gile
m
where AI can be transformative. BENEFITS
l tu
l op
A
re
De
Secondly, it identifies the five AI functionalities that can
be harnessed to realise these benefits.
og y
L ea d
Technol g
E
n
e Em na
ag ers
Emergi
pl
er ship
m
Cu ng
bl ees
Finally, it shows the eight capabilities required to enable
e
sto
oy
E
successful implementation.
Op pti
fo cts
rm
er
O
at
u
starter or jumping-off point. But it is when combined
d m ions
Pro ns ise
Tra
with points from other layers that the insights become
P re s
ghts
more prescient, linking the various functionalities and
c rib
Insi
capabilities of AI to its core benefits.
e
By navigating the model, and linking the potential
FU
benefits, functionalities and capabilities of AI, new NC ES
TIONALITI
opportunities for transformation reveal themselves. Au e
to lis
A structure is created, around which conversations m
a te r so
na
Pe
can flourish and strategies for innovation and change
can be developed. P re d i c t
4
Benefits explained
i o na l Advanc
Emo t n c e ed
There are four key domains in which you can benefit from AI. Intel
l ige An a l y t i
cs
l Ma Da
na
ter es na t a
E x i an c ge
m
l
Al en
t
ABILITIES
CAP
1 Engage customers
t
en
Cu
ve gile
m
BENEFITS
l tu
l op
A
Perhaps customer engagement is the domain that’s seen
re
De
to have the most business benefits. AI can increase the
effectiveness of customer engagement by providing
advice, shortening conversation cycles and reducing
og y
L ea d
Technol g
E
n
e Em na
ag ers
Emergi
pl
time to resolution.
er ship
m
Cu ng
bl ees
e
sto
oy
E
2 Enable employees
Op pti
fo cts
rm
er
O
at
u
d m ions
Pro ns
AI can enable employees to be more efficient and capable
ise
Tra
P re s
ghts
by expanding organisational knowledge, enhancing predictive
c rib
Insi
capabilities, enabling support and automating repetitive tasks.
e
3 Optimise operations FU
ES
NC
TIONALITI
Au
Planning can be improved, and costs reduced, through to
m na
lis
e
1 Prescribe i o na l
E mo t n c e
l ige
Advanc
An a l y t i
ed
Intel cs
l Ma Da
na
AI technologies such as suggestion engines and decision ter es
E x i an c
na t a
ge
l m
recommendations can help salespeople and advisors Al en
t
ABILITIES
prescribe solutions to defined problem. CAP
t
en
Cu
ve gile
m
BENEFITS
l tu
l op
2 Automate
re
De
Automation allows you to handle tasks without human
og y
L ea d
Technol g
intervention, by training chatbots to transform the way E
n
e Em na
ag ers
Emergi
pl
er ship
m
information is acquired, for example.
Cu ng
bl ees
e
sto
oy
E
3 Predict
Op pti
fo cts
rm
er
O
at
u
d m ions
Pro ns ise
Tra
Prediction allows you to anticipate events and outcomes, including
P re s
ghts
churn analysis, predictive analysis and predictive maintenance.
c rib
Insi
e
4 Personalise
FU
NC ES
Tailoring content and user experience is an effective way of TIONALITI
Au e
lis
driving mass-personalisation, including the use of chatbots to
m na
a te r so
Pe
and virtual assistants.
P re d i c t
5 Insights
AI can help you to identify and understand patterns and
trends in order to make better decisions, speed up data
analysis and inform future research.
Capabilities explained
This section of the model explores the eight capabilities necessary to develop
advanced AI maturity, realise tangible business benefits, and minimise risks.
Some of the eight capabilities centre around human elements (AI Leadership,
Open Culture, Agile Development, and Emotional Intelligence) while others are
more technology oriented (Advanced Analytics, Data Management,
i o na l Advanc
Emerging Tech and External Alliances). E mo t n c e
l ige An a l y t i
ed
Intel cs
l Ma Da
na
ter es na t a
E x i an c ge
m
l
Al en
t
t
en
Cu
ve gile
m
Advanced analytics allows you to obtain and deploy specialised BENEFITS
l tu
l op
A
re
data science skills to work with AI by attracting talent and
De
working with external parties.
og y
L ea d
Technol g
E
n
e Em na
ag ers
Emergi
2 Data Management
pl
er ship
m
Cu ng
bl ees
e
sto
oy
E
Developing the ability to capture, store, structure, label,
access and understand data in order to build the foundation
Op pti
fo cts
rm
er
O
at
u
and infrastructure to work with AI technologies.
d m ions
Pro ns ise
Tra
P re s
ghts
c rib
Insi
3 Open Culture
e
Creating an open culture in which people embrace change,
FU
work to break down silos, and collaborate across the NC ES
TIONALITI
organisation and with external parties Au e
to lis
m na
a te r so
Pe
4 AI Leadership P re d i c t
t
en
Cu
ve gile
m
BENEFITS
l tu
l op
A
re
Collaborative, cross-functional teams work in short
De
project cycles and iterative processes to effectively
advance AI solutions.
og y
L ea d
Technol g
E
n
e Em na
ag ers
Emergi
pl
er ship
m
Cu ng
bl ees
7 External Alliances
e
sto
oy
E
Entering into partnerships and alliances with third
Op pti
fo cts
rm
er
party solution providers, technical specialists, and
O
at
u
d m ions
Pro ns ise
business advisors to access technical capabilities,
Tra
P re s
ghts
best practices and talent.
c rib
Insi
e
8 Emotional Intelligence
FU
NC ES
Applying behavioural science capabilities to TIONALITI
Au e
lis
understand and mimic human behaviour, to
m na
a te r so
address human needs, and enable ways to Pe
Navigating the
model
When navigating the model, the centre is a good
place to start. A focus on the four benefits of digital
transformation to your organisation positions the
conversation around strategic priorities rather than
technology.
It’s important to have an appreciation of AI use cases in order to grasp the opportunities
and threats the technologies pose to your organisation. The functionalities layer can
be used to identify how your company can build from narrower specific use cases that
support existing business, to more advanced AI solutions. Use the functionalities to
identify clearly what the business is currently doing and to explore specific ways in which
the organisation could benefit from
an enhanced AI solution.
How to use the
capabilities
Consider the eight capabilities as a strategic activation
layer and key factors when developing a 360° AI
strategy. Emphasise the fact that a truly 360° AI
strategy requires the activation of all these elements
and that organisations that are the most advanced
with AI are those that embrace and attempt to harness
all of the capabilities that AI can offer.
We hope this model will be more than just a conversation starter. We believe
it can be a catalyst for you to take a hard look at how AI is currently being
harnessed by your organisation – and help you to define a vision for the future.
A full overview of how companies across Western Europe are currently using
AI can be found by downloading the AI in Europe Report. We recommend
reading this report to gain insights into how other companies are maximising
AI to realise the benefits outlined in AI 360° model, and to learn what the most
AI-mature companies are doing to set themselves apart.