Driving Innovation with AI: Practical Benefits, Real Value, No Hype

According to the latest McKinsey Technology Trends Outlook, unsurprisingly AI ranks highly on the latest trends impacting all industries – calling it the ‘AI revolution’.?

At Digital INNK , we’ve continued to focus on ways that different forms of AI can be employed in our solutions to improve not only our users' online journey but also the service they provide to their customers.?

There are clear opportunities alongside emerging risks of utilising new innovative and rapidly expanding technology. Over the last 12 months, our technical teams have tested how we could integrate various AI engines into our applications for different purposes, enabling us to compare their behaviors, relative merits, and determine which suit our customer needs, with the following outcomes:?

• We’ve overlaid generative AI models to test natural language summaries of job sheets for rapid digestion by users.?

• We’ve generated different dynamic summaries of vehicle history and worksheet history to make interpretation easier as part of the authorisation process.??
• We’ve carried out various proof of concept projects with applied AI for enhancing overall process flows and looking at new innovative ways of working through authorisation processes as well as how these can be leveraged in customer service and increasing close connections directly to consumers.?
• Our data geeks have applied industrialised machine learning to our data sets to explore opportunities in predictive maintenance, authorisation recommendations and automating many of today’s manual tasks.?

Our technology and operational teams are successfully employing AI in various forms to enhance overall workflow, speed to market, accuracy and streamline internal process flows. These are indeed exciting times, and soon our users will?be able to get hands-on with some of these features in our systems as we move through 2025.??

However, we are conscious that progress of new technologies follows a very distinct ‘hype curve’. Generative AI is acknowledged to be slipping into the ‘trough of disillusionment’ at the end of 2024 that is to say that behind the hype, the reality sinks in for users that behind the curtain AI may not be quite the panacea they expected. We want to ensure that features introduced in our systems provide a practical benefit and not a short-lived gimmick. We also want to ensure no bias nor ‘hallucination’ is introduced.?

Equally, and most importantly, the security of our systems and data are paramount and we are focused on ensuring that AI does not degrade our stance on this, intentionally or not.?

There’s no doubt that AI and its benefits are already being seen in our daily lives, we’re on board that train but approach the adoption of this exciting new technology with the dedicated focus that we know our customers expect of us.?