An accountancy firm was keen to explore using AI in their processes, in particular where there was a high level of administrative burden that could be automated and optimised using AI. To deliver this, we:

• Conducted employee research to explore the process in more detail across the teams

• Identify attitudes toward using AI in their current role and any opportunities

• Delivered a training session about AI

• Provided ChatGPT licences for a small group across the business to test out use cases

This led to the development of customGPTs as AI agents to optimise a process. The implementation improved efficiency by speeding up the process by 50%, primarily by reducing administrative tasks. This not only enhanced the customer experience through quicker turnaround times but also supported employee wellbeing by reducing stress associated with meeting delivery targets.

Subsequently, a shared space was created for resources on using AI and prompt design and engineering as well as sharing learnings and ideas for future AI use cases. It led to a cultural change in experimenting and learning which hadn’t previously existed and using AI became the catalyst for being more innovative.