Market View
Navigating the AI transformation journey: How global service providers are reimagining value creation
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Produced by:
Paolo Roberti
Senior Equity Partner at BIP (Business Integration Partners)
About Paolo Roberti
Paolo Roberti is Senior Equity Partner at BIP (Business Integration Partners), where he leads the Insurance & Beyond Market Facing Unit. As CEO of BIP Deutschland and President of BIP Services, he also serves as the Global Insurance Industry Leader. With over two decades of experience at BIP, Paolo specialises in developing Insurance Value Lines and expanding market reach through Innovation, AI, and Business Transformation, bringing extensive expertise in Wireless, Broadband, Media, and Insurance sectors.
How do you see the service provider landscape evolving with the maturation of AI capabilities?
AI represents both an opportunity and a challenge for service providers. The technology is already enhancing, and in some cases replacing, traditional service delivery methods across our broad spectrum of offerings – from strategy and advisory work to system integration and application maintenance. Service providers who successfully embed AI capabilities into their processes will be better positioned to address client demands for increased efficiency and cost reduction.
However, it's important to recognise that consulting and advisory services have a crucial human element that can't be easily replicated. While AI will augment our capabilities and improve efficiency, it won't fundamentally change how we deliver consulting services to clients. The real value comes from years of field experience and the ability to apply that knowledge effectively.
The impact varies significantly across different service areas, and this variation affects rates and competitiveness. For example, in tax legal services and M&A, the implementation of AI requires careful consideration of both the technological capabilities and the human expertise required. The key is finding the right balance between automation and maintaining the high-touch, personalised service our clients expect.
Service providers who successfully embed AI capabilities into their processes will be better positioned to address client demands for increased efficiency and cost reduction.
How are you currently implementing AI across your service delivery operations?
We're pursuing two distinct streams. Internally, we've launched a comprehensive programme to leverage advanced AI capabilities like Copilot in both consulting and software development. Externally, we're collaborating with clients to identify areas where AI can enhance service delivery models. For instance, we're implementing AI tools in legal activities for insurance claims and litigation management. This not only reduces costs for insurance companies but also enables our network of lawyers to increase market share and improve productivity. The technology provides additional capabilities such as forecasting court trial results and enhanced process management.
In software development, we've seen efficiency improvements of 15-20% through organised, company-wide implementation of AI-supported code writing and testing capabilities. We're also seeing promising results in service desk operations, where AI helps identify and correlate different tickets and cases, enabling intelligent routing to the most qualified teams.
One challenge we've encountered in consulting and advisory activities relates to data confidentiality. While there are some straightforward applications, such as using AI for meeting minutes and notes, we need to carefully manage client data privacy concerns. Our managers must thoroughly understand these tools to explain to clients exactly how their data is handled, stored, and deleted. This is particularly important as we introduce new technologies that clients might be hesitant to embrace.
How are you approaching the strategic implementation of AI versus quick tactical wins?
We've established a cross-functional working group comprising service designers, AI experts, process consulting specialists, and change management professionals to monitor AI solution maturity. While we currently focus on Microsoft tools and Copilot, we've tested approximately 15 different AI solutions and we found that different AI platforms can have different impacts on the use cases that we are covering as service provider.
Looking ahead, we believe generative AI is just the beginning. The future lies in agentive AI – systems that can take actions independently. We're already developing customised solutions through our team of 150 data scientists, working towards creating what we call a 'digital me' – a digital version of the consultant that works alongside the physical consultant to deliver optimal solutions for our clients.
This strategic approach doesn't preclude us from capitalising on immediate opportunities. We're implementing tactical solutions where they make sense while simultaneously investing in longer-term, scalable solutions. Our service catalogue has evolved to include comprehensive AI services, from governance and design to implementation and staff augmentation, all of which have been significantly updated to reflect the rapid advancement of generative AI.
To support this evolution, we've significantly enhanced our knowledge management systems. We've implemented an internal AI solution that helps our consultants access deliverables, methodologies, and use cases more effectively, providing deeper insights into project histories and methodology selection. This foundation is crucial for our continued AI development, particularly as we explore more advanced applications of generative AI.
The future lies in agentive AI – systems that can take actions independently. We're already developing customised solutions through our team of 150 data scientists.
We help clients evaluate whether to rely on existing AI platforms or develop their own company-specific AI capabilities.
How are you helping clients understand and measure the value of AI-enhanced services?
We're working with clients across various industries to identify and develop specific use cases. Some forward-thinking clients are exploring more ambitious strategies, such as developing and training their own AI solutions on-premises. We help clients evaluate whether to rely on existing AI platforms or develop their own company-specific AI capabilities.
We're also assisting clients in understanding broader implications, such as the impact of AI on their sustainability roadmap. AI implementation is energy-intensive, significantly affecting data centres, energy consumption, and carbon emissions. Our role involves helping clients understand these impacts and develop balanced approaches that consider both technological benefits and environmental consequences.
Looking forward, we're particularly excited about the potential of AI agents that can communicate with each other – company agents interacting with customer and supplier agents. This represents the next frontier in service delivery, and we're helping clients prepare for this evolution while ensuring they maintain control over their AI strategy and implementation.
About BIP (Business Integration Partners)
BIP (Business Integration Partners) is a multinational management consultancy firm specialising in business integration and digital transformation services. Founded in 2003, the company has grown to nearly 6,000 employees across Europe, the US, South America, and the Emirates. BIP combines deep industry expertise with cutting-edge technologies like AI and digital innovation to deliver transformative solutions across Insurance, Telecommunications, Media, and Financial Services sectors.
About Enate
Enate is the leading SaaS solution for business services. Enate orchestrates work from start to finish, giving clients the visibility and control needed to deliver better services. From email management and data analysis to intelligent document processing, Enate also offers a host of touch-button AI features designed to slash the time spent on manual work. Trusted by global service teams, Enate ensures smooth, consistent operations that help clients perform at their best.