‘Human by design’ technologies to reinvent industries: Accenture

Technology is shifting into a more “advisor rather than a librarian” role amongst businesses, including Australia, as disruptive technologies become more human-like and intuitive.

Matt Coates, technology lead at Accenture ANZ

The latest research from Accenture identified key trends in the move to ‘human by design’ technologies, predicated to usher in a new era of productivity and creativity. 

The main movements found by the Technology Vision 2024 report include reshaping the relationship with information as data becomes reorganised to assist with human-like reasoning and even mimic creativity.

The report also noted an “ecosystem for AI” where “AI-empowered agents work on behalf of individuals” and are integrated into systems plus building new, immersive realities and creating technology wearables, such as brain-sensing neurotech. 

Matt Coates, technology lead at Accenture ANZ told Digital Nation, “The seismic shift we are seeing is technology becoming an advisor rather than a librarian.”

“While the last decade saw the rise of cloud, which gave all organisations access to enterprise-grade technology, now generative AI can provide unprecedented access to advice, insights and informed solutions. 

"This completely changes the game for Australian businesses,” he said.  

He added, “Australia’s slowing productivity levels are a concern for government and business alike.”

Trends signal productivity boost 

Coates said the four trends identified demonstrate how technology, “which is becoming more human-like in its design”, can increase the productivity of the nation’s workforce and help “tap deeper into our own potential.”

“The fact technology is becoming better at interacting with humans will also help us innovate with more freedom – to gain competitive advantage and position Australia as a leader on the global stage. But only if we move now to take advantage of this opportunity,” he said.

Taking shape in Australia 

Coates said Australian businesses also need to become informed about the workforce transformation opportunities the trends present, "not necessarily to replace roles, but to enhance and change the way we work." 

“AI ‘agents’ will become our colleagues and our proxies and that will fundamentally change the relationship all of us have with technology,” he said.

Coates said there’s a clear opportunity for consumer-facing sectors to take advantage of the agent technology to improve the customer experience. 

He explained that as technology becomes more intuitive and “adapts itself to us”, the better the user experience will be.  

“Engaging experiences will increasingly become the competitive battlefield for brands and key to building customer loyalty,” Coates said.

“For Australian companies, the leverage of data through generative AI to build a unique experience that is culturally appropriate for local tastes, and highly personalised to the behaviour, beliefs and preferences of customers, will be critical." 

Coates said the developments seen in spatial technology also hold “immense possibility” for industries in Australia such as healthcare through to mining.

“Already we are seeing the use of AR and VR technologies to safely train frontline workers in these fields, across an unlimited range of simulated conditions,” he said.

Australians in remote locations will also benefit from spatial technology as it also provides critical solutions to medical care, education plus a range of other services not readily available.

“It’s also fantastic to see the increased adoption and building of ‘digital twins’ that replicate our national supply chains and help us make them more resilient,” Coates added. 

“The speed of innovation will be key to fully unlocking the potential here in Australia. We need to disrupt or we will be disrupted.”

Coates also noted, “Citizen services can further be enhanced and productivity gains realised through the use of data and power of generative AI.”

“From being able to better identify tax avoidance, to optimising logistics for defence and detecting social security fraud, the potential applications across the public service are endless. 

“However, these opportunities need to be carefully and thoughtfully executed. We need to ask if we have the right framework and construct to enable innovation while at the same time making sure the interests of citizens are protected,” he said.

The immediate trend "on our doorstep"

Coates said, “The most immediate trend on our doorstep is the use of AI to change our relationship with knowledge.”

This is set to unlock many possibilities across both the private and public sectors, according to Coates. 

“The technology is already here, the question is not just who will be early to adopt, but who will be first to embed and scale to unleash its potential,” he said.

“It is something we are already embracing within our own organisation to enhance the ability of our people to perform in their roles and bring value to our clients.”

Coates said it will be a “wasted opportunity” should Australia fail to take the chance to reconsider how it sees itself in the future. 

“Are we still going to be a nation reliant on the primary industries, particularly given the world’s move away from fossil fuels or are we going to use the leverage available to us through technology to become a knowledge nation?" he said.

“If so, how will our government incentivise the building of technology skills across our workforce and attract the investment we need to innovate and reinvent the way we live, work and thrive as a nation?”  

Coates said, “It’s a question for the entire nation, but understanding the potential of technology is the first step in being able to harness it.”