PwC and Microsoft generative AI

Most customer service representatives must answer the same questions, again and again — a poor use of their time. PwC is working with a global consumer packaged goods company to deploy a Microsoft generative AI model to help. This model automatically answers simple questions. And it routes complex ones to the right people. With the help of data pipelines and workflow orchestration tools in Azure, this model also provides customer representatives with guidance to answer complex questions. The company now plans to scale this model: fine-tune it, then deploy it for Q&A knowledge access in finance, HR and the other parts of their business too.

PwC has worked with a global bank’s financial, software and compliance professional to help customize a Microsoft generative AI model. This model can now write first drafts of code, test and troubleshoot human-written code and provide continuous documentation. Secure Microsoft technology, combined with PwC’s Responsible AI framework, is helping this bank to meet its own security priorities, manage risk and comply with regulatory requirements.

For health insurers, it’s time-consuming and costly to process requests for coverage. Many requests arrive in hard-to-read formats or lack key information. PwC is helping a leading insurer deploy a Microsoft generative AI model to automatically process straightforward requests. The model also identifies incomplete requests and returns them to the sender. It only routes to human reviewers those few requests that require special attention. PwC helped deploy this model with rigorous data governance in a secure Azure environment to protect sensitive health data. The insurer will soon scale this model to summarize, analyze and disseminate documents in back-office processes too.

PwC is helping a global manufacturer deploy a Microsoft generative AI model to partly automate invoice processing. The model automatically approves or denies some invoices and routes others to the human reviewers. When needed, it translates invoices from foreign languages to English. It flags high-priority invoices for expedited review, with key information extracted and standardized. PwC’s AI factory model has deployed this model so that it is ready to scale: It will next partly automate document review and analysis throughout the finance function, growing capacity and freeing employees from tedious, repetitive work.