Towards operational excellence through orchestrating machines and humans with AI

Intelligent automation is based on artificial intelligence (AI), while keeping humans in the loop. Indeed, the re-engineering of processes and their optimization don’t necessarily imply the replacement of human operators by machines. Instead, we argue that intelligent automation will increasingly involve a smart orchestration of tasks between machines and humans for reaching operational excellence expected by our clients.

Such an orchestration will be itself governed by a less-known use of AI acting like an invisible hand. We illustrate this idea with a real-world case from a French insurance company.

• What is really possible with AI?
• Analyzing business processes with data
• Improving business operations with AI
• AI orchestration for a French insurance company
• A realistic and optimistic vision
• About the author

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