How to adopt a strategic approach to AI projects - ServiceNow Workflow

California‑based Farmers Insurance has invested aggressively in AI in recent years. One project frees up time for claim adjusters by using image recognition to detect anomalies and fraud in auto insurance claims. Farmers has deployed AI chatbots to interact with customers in its contact centers. Finally, Farmers uses robotic process automation (RPA) to automate mundane back‑office processes. Most of these projects bubbled up from below, often without unified support from senior management, says Tom Davenport, a fellow of the MIT Initiative on the Digital Economy and a senior advisor to Deloitte Analytics. So, Farmers execs formed two committees to start driving AI decision‑making from the top--with dual roles for the business side and IT.