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Blog | Jun 28, 2024

With Generative AI, It’s a Matter of Scale

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“Scale” may be an overused word these days, but lately, I’ve noticed it popping up much more frequently — especially in conversations relating to gen AI. Of course, scale and growth are not new concepts for many of us, but generative AI has the potential to achieve unprecedented levels of transformation in how businesses operate, expand and compete. It also coincides with how we’re now emphasizing moving away from point solutions toward enterprise solutions, that is, capabilities that can be leveraged across multiple parts of the business.

Let’s get into how using generative AI at scale can help you maximize results.

How to Scale Gen AI

The context

At SS&C Blue Prism, scale has always been prominent in our value proposition. In fact, our automation platform was engineered from the beginning to be an enterprise solution that enables companies to start small with automation and then easily and quickly extend it across business functions and lines of business over time — beyond being used only by one department, such as finance and accounting.

Unfortunately, some organizations utilize automation and automated solutions this way and apply the same approach with gen AI. They still get value from the automations they have implemented, but they are not taking advantage of the bigger opportunity that automation and AI offer.

One person who understands the power of scale is Peter Owsiany, president and CEO of Accerta, a healthcare benefits provider in Canada. Speaking to me on the SS&C Blue Prism podcast, Peter said this about how the scalability of digital labor has helped him enable his rapidly growing business, We're looking at streamlining operations and not having to add more workforce as we're growing. So, what we're doing instead is relying on our digital workers to take on that incremental volume… And we're trying to teach our workforce how their digital colleagues can assist them to do their job and allow them to have a better-balanced lifestyle...”

Using solutions in silos may bring some immediate benefits, but it limits its full potential. When technologies like gen AI are confined to isolated departments or processes, such as only in finance, the organization misses out on its synergistic effects. Just like how cross-functional teams bring together diverse perspectives and skills, synergistic technology can foster creative and innovative solutions that effortlessly support scalability.

How Do We Scale Services With Generative AI?

Scale is central to what is happening with gen AI. It empowers humans to work more efficiently, in fact, giving them over a 20% productivity boost according to Bain & Company. The most significant value can be achieved by augmenting your digital workers with gen AI to automate more complex processes and tasks.

After more than 150 conversations with our customers over the last year about the opportunity to tap into gen AI, it’s clear that they understand the value of putting gen AI to work at scale through the digital workforce and automation. Now armed with the ability to interact with information, summarize, categorize and simplify unstructured data, act as prompt engineers, and generate new content in multiple formats — digital workers are more powerful than ever.

Sam Altman, CEO of OpenAI, had this to say about scale when talking about the potential impact of gen AI on What Now? With Trevor Noah, “Look, I think we are heading into the greatest period of abundance that humanity has ever seen. And I think the two main drivers of that are AI and energy. But there are going to be others too. But those two things, the ability to like come up with any idea, the ability to make it happen.”

He continues, “And do this at mass scale where the limits to what people can have [is] going to be sort of like what they can imagine and what we can collectively negotiate as a society. I think this is going to be amazing. We were talking earlier, like, what does it mean if every student gets a better educational experience than the best, like the richest student with the best access can get today? What does it mean if we all have better healthcare than the richest person with the best access can get today?”

What’s the relationship between automation and generative AI?

Adding generative AI across your organization isn’t as simple as giving people access to open-source platforms like ChatGPT. To use this technology at scale – for critical processes and without increasing risk – you need the right guardrails to provide the necessary governance, security and control – which is where intelligent automation (IA) comes in. IA acts as a safety blanket you can wrap around your gen AI process.

What strategy do you need to scale AI?

The pace of digital transformation across all industries has accelerated to the point where companies cannot afford to chip away at the iceberg with an ice pick. They need to rethink the way they operate in every area of their business, and they need to move quickly.

Although this may seem over-dramatic, this is a normal resynchronization of the business due to technology and AI solution innovation. It’s not the first, and it’s definitely not the last.

How can I implement generative AI safely into my automations?

When bringing gen AI platforms and gen AI applications into your automation program, you need to consider several factors, such as your guidelines, goals, governance, suitable data engine and human involvement.

Then you’ll also have to consider how exactly you want to add gen AI into your automation. For example, if you want to accelerate the automation development cycle, consider downloading one of the many connectors from our gen AI library on the SS&C | Blue Prism® Digital Exchange (DX).

What use cases can be addressed at scale with generative AI?

Generative AI’s use cases can extend to every sector and line of business, such as banking, finance, healthcare, manufacturing, retail, customer experience, accounting and more. It helps you scale as it supports humans, and automation, to do work more efficiently.

For example, you can add generative AI into your customer service automation processes to assist your human employees with their decision-making in real time. It helps your employees write out a response much quicker than a person could and flag any issues as it works. Generative AI can also help data scientists in your organization build models, including better data prediction models, and reduce their preprocessing work.

It's Time To Think Bigger With IA and Gen AI

As with all AI services that can be provisioned by our digital workers, the SS&C Blue Prism protocol will be to make it as easy as possible for our customers to consume whatever large language models (LLMs), small language models (SLMs) or domain-specific models they want in order to automate a complex task that calls for it. There is also the option to include a human-in-the-loop to ensure data governance and responsible AI use.

This may involve multiple language models in one process automation. That’s okay! Flexibility is the key in the age of gen AI. As newer and even more innovative AI models appear in the market, our digital workers will be fine-tuned and ready to take advantage of them.

Don’t confine how you can use gen AI in your organization — extend your limits with intelligent automation.

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