Artificial Intelligence (AI) is rapidly transforming industries, unlocking new possibilities, and challenging traditional business models. Joe Atkinson, chief AI officer at PwC, shares his insights with Raghav Aggarwal on the future of AI applications, its transformative potential across sectors, and the shared responsibility of preparing the workforce for this shift. Excerpts:
Q. What are the current biggest use cases of AI in companies?
A. The trend we’ve seen very early on is in customer care. Companies are turning to AI to address challenges in customer service by deploying more robust chatbot capabilities and improving overall customer interactions. Another significant area is employee services, where AI is helping employees access information on benefits, policies, and other resources more seamlessly.
Q. Where will AI’s biggest applications be in the near future?
A. Hyper-personalised customer experiences are the next frontier. Beyond that, smart cities are a major focus – optimising the movement of goods, people, and traffic. AI’s ability to process and analyse massive datasets will also play a key role in addressing climate change and sustainability challenges. Lastly, healthcare will witness groundbreaking advancements, from developing new treatments to revolutionising patient care.
Q. What would AI’s next big leap look like?
A. The next stage, which we are already seeing unfold, involves agentic frameworks – autonomous AI agents designed to perform specific tasks. By 2025, we predict a surge in organisations leveraging these AI agents to transform operations.
Q. Which sectors stand to gain the most from AI?
A. Healthcare, financial services, and media and telecom are leading in AI adoption and will see the most significant benefits. These sectors are embracing AI to innovate, improve efficiencies, and provide better services.
Q. What about sectors negatively impacted by AI?
A. Professional services, such as accounting and legal, are at the forefront of disruption. However, I believe this will ultimately turn into a growth story as these industries adapt and reinvent themselves with AI-powered tools.
Q. How can organisations prepare their workforce for AI-driven transformations?
A. Reskilling is crucial. Organisations must take proactive steps to train employees, equipping them with the skills needed to thrive in an AI-driven world. At PwC, we’ve made AI training available to all 375,000 employees globally, ensuring that everyone, irrespective of their role, has an opportunity to enhance their capabilities. This is not just a corporate responsibility but also a sound business strategy.
Q. Is reskilling primarily the responsibility of companies or governments?
A. It has to be a collective effort. Governments, companies, and individuals must all contribute to training and upskilling initiatives. While some organisations may focus on efficiency, those committed to innovation will recognise the need to empower their workforce with the skills required to bring new business models to life.
Q. How can AI address ethical concerns and prevent misuse?
A. Ethical business practices are essential, regardless of the technology in question. In an AI-driven world, there will undoubtedly be challenges, particularly when some actors misuse the technology. Companies must operate with integrity and establish value-based principles to guide AI’s deployment responsibly.
Q. Do you think AI will ever match human creativity?
A. No, I don’t. As a humanist, I firmly believe the human mind’s capacity for creativity and innovation will always surpass what any technology can achieve.
Q. What are your thoughts on deepfakes and their implications?
A. Deepfakes will likely prompt a new level of healthy scepticism. We’ll need to develop more sophisticated methods to verify and validate the information we consume. This critical evaluation is a necessary evolution in our digital landscape.
Q. What is PwC’s approach to leveraging AI?
A. At PwC, we follow a multi-pronged AI strategy. First, we embed AI into the delivery of our services to enhance client outcomes. Second, we invest heavily in AI innovation, with several of our technologies earning recognition for their transformative potential. Finally, we prioritise upskilling, ensuring every employee across our global workforce has access to AI training and tools.
Q. Are concerns about job cuts due to AI well-founded?
A. While it’s true that AI will impact jobs, organisations moving thoughtfully are reskilling employees to adapt to the changes. Employers have an obligation to help their workforce navigate this transition, while employees must also embrace the tools and resources available to them. The focus should be on creating opportunities for people to thrive alongside AI.
