AI Horizon Catalyst Use Case Challenge

1. Introduction:

In today's rapidly evolving business landscape, PwC recognizes the pivotal role that AI
technologies such as ChatPwC or Copilot AI can play in revolutionizing operations and
service delivery. These AI tools represent the forefront of innovation, offering advanced
natural language processing capabilities and sophisticated machine learning algorithms.
With their ability to understand and generate human-like text, ChatPwC or Copilot AI
have the potential to transform how PwC professionals interact with data, streamline
decision-making processes, and unlock new insights. By harnessing the power of these AI
technologies, PwC aims to enhance operational efficiency, drive strategic initiatives, and
create unparalleled value for both the organization and its clients.

2. Use Case Title:

"AI-Driven Customer Support: Improving Client Services for PwC"

3. Background and Objectives:

Our use case addresses the challenge of regulatory compliance complexity at PwC,
aiming to streamline processes and improve outcomes. With the constant evolution of
regulations across industries, manual compliance assessments become increasingly
cumbersome. The objective is to leverage AI technologies to develop an AI-powered
compliance advisor, automating tasks and providing real-time insights. This solution aims
to enhance efficiency, accuracy, client engagement, and innovation in compliance
management practices at PwC.

4. Actor(s):

In this section, we identify the primary and secondary users (actors) who will interact with
or be impacted by the AI technology, providing details about their roles and relationship
to the use case scenario.

Example:

Primary Actor: PwC Compliance Consultant

 Role: The primary actor in our use case scenario is the PwC compliance consultant,
responsible for assessing and ensuring regulatory compliance for clients.
 Relationship to Use Case: The compliance consultant interacts directly with the AI-
powered compliance advisor to access insights, automate tasks, and make informed

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 recommendations to clients. They rely on the AI technology to streamline compliance
processes and enhance decision-making accuracy.

Secondary Actor: PwC Client Representative

 Role: The secondary actor is the PwC client representative, representing the client
organization seeking compliance guidance and support from PwC.
 Relationship to Use Case: The client representative engages with the compliance
consultant during the compliance assessment process, providing relevant information
and feedback. They benefit from the AI-powered compliance advisor's insights and
recommendations, ultimately ensuring regulatory adherence and mitigating compliance-
related risks for their organization.

5. Use Case Scenario:

In this section, we provide a detailed narrative or scenario illustrating how ChatPwC or

Copilot AI is applied to achieve the stated objective. We outline step-by-step interactions
between the actor(s) and the AI, demonstrating the practical implementation of the
technology.

Example:

Use Case Scenario: Automating Contract Review with ChatPwC or Copilot AI

Background: At PwC's legal department, Roy, a contract analyst, is responsible for

reviewing and analyzing contracts on behalf of clients. With a growing workload and tight
deadlines, Roy faces challenges in efficiently reviewing complex legal documents and
identifying key provisions.

Objective: The objective of this use case is to leverage ChatPwC or Copilot AI to

automate the contract review process, enabling Roy to streamline document analysis,
identify relevant clauses, and deliver accurate assessments to clients in a timely manner.

Scenario:

 Initiation: Roy initiates the contract review process by uploading a contract document
into the ChatPwC or Copilot AI platform.

 Interaction: Roy interacts with ChatPwC or Copilot AI by providing a brief overview of

the contract's scope and objectives, along with specific areas of interest for review.

 Analysis: ChatPwC or Copilot AI begins analyzing the contract document, leveraging its
natural language processing capabilities to extract and categorize key clauses, such as
indemnification, termination, and confidentiality provisions.

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  Insights Generation: ChatPwC or Copilot AI generates a comprehensive summary of the
contract, highlighting critical clauses, potential risks, and recommended actions based on
industry best practices and legal standards.

 Collaboration: Roy collaborates with ChatPwC or Copilot AI to review the generated

insights, verifying accuracy and relevance, and annotating any additional information or
context.

 Report Generation: ChatPwC or Copilot AI compiles the reviewed insights into a detailed
contract review report, complete with annotations, recommendations, and supporting
evidence.

 Delivery: Roy delivers the contract review report to the client, accompanied by a
personalized analysis and recommendations tailored to their specific needs and
objectives.

Outcome: By leveraging ChatPwC or Copilot AI for contract review, Roy is able to

streamline document analysis, reduce manual effort, and deliver high-quality assessments
to clients in a fraction of the time. The use of AI technology not only enhances efficiency
and accuracy but also enables PwC's legal department to scale operations, handle larger
volumes of contracts, and provide value-added services to clients with confidence.

Conclusion: In conclusion, the scenario demonstrates how ChatPwC or Copilot AI can be

effectively utilized to automate complex tasks such as contract review, enabling
professionals like Roy to optimize their workflow, deliver superior outcomes, and drive
value for clients and stakeholders at PwC.

6. Steps and Interaction:

In this section, we provide a detailed walkthrough of the process, outlining the steps
taken by the actor(s) and the system's responses. We enumerate the interactions between
the actor(s) and the AI technology, including decision points or alternative flows.

Example:

Steps and Interaction Example:

a. Initiation:
 Roy, the contract analyst at PwC, accesses the ChatPwC or Copilot AI platform and
uploads the contract document for review.

b. Interaction with ChatPwC or Copilot AI:

 Roy interacts with ChatPwC or Copilot AI by providing specific instructions and
parameters for the contract review process, such as the desired focus areas or clauses of
interest.

c. Analysis by ChatPwC or Copilot AI:

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  ChatPwC or Copilot AI begins analyzing the contract document, parsing through the text
to identify relevant clauses and provisions.

d. Insights Generation:
 Based on its analysis, ChatPwC or Copilot AI generates insights and recommendations
regarding the contract's terms, conditions, and potential implications.

e. Review and Collaboration:

 Roy reviews the insights provided by ChatPwC or Copilot AI, verifying accuracy and
relevance, and annotating any additional context or considerations.
 If necessary, Roy collaborates with other team members or subject matter experts to
discuss specific aspects of the contract and refine the analysis.

f. Feedback Loop:
 Roy provides feedback to ChatPwC or Copilot AI regarding the accuracy of its analysis
and the relevance of its recommendations, enabling continuous improvement and
refinement of the AI model.

g. Documentation and Report Generation:

 Once the review process is complete, ChatPwC or Copilot AI compiles the reviewed
insights into a comprehensive contract review report, incorporating Roy's annotations
and feedback.

h. Delivery of Recommendations:
 Roy delivers the contract review report to the client, along with personalized
recommendations and actionable insights based on the findings.

Alternative Flow:

 In the event that ChatPwC or Copilot AI encounters ambiguous language or complex

legal concepts within the contract document, Roy may request additional clarification or
context from the AI system. ChatPwC or Copilot AI may prompt Roy with follow-up
questions to gather more information and refine its analysis accordingly.

By following these steps and interactions, Roy effectively leverages ChatPwC or Copilot AI
to streamline the contract review process, enhance accuracy, and deliver valuable insights
to clients at PwC.

7. Expected Outcome:

In this section, we define what success looks like for the use case. We describe the desired
results, benefits, or improvements anticipated from implementing the use case, including
qualitative and quantitative metrics.

Example:

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 Expected Outcome Example:

Definition of Success: The successful implementation of the AI-powered contract review

system is expected to yield several key outcomes that enhance efficiency, accuracy, and
client satisfaction at PwC's legal department.

Anticipated Benefits:

a. Efficiency Improvement: By automating manual tasks associated with contract review,

such as clause identification and analysis, the AI system is expected to significantly reduce
the time and effort required to complete reviews, allowing legal professionals to focus on
higher-value tasks.
b. Accuracy Enhancement: The AI system's ability to parse through complex legal
documents and extract relevant information is expected to improve the accuracy and
comprehensiveness of contract reviews. This reduces the likelihood of overlooking critical
clauses or provisions, mitigating risks for both PwC and its clients.
c. Client Satisfaction: The timely delivery of accurate and insightful contract review reports
is anticipated to enhance client satisfaction levels. Clients will appreciate the expedited
turnaround times and the depth of analysis provided by the AI system, leading to
stronger client relationships and increased trust in PwC's legal services.
d. Scalability and Resource Optimization: As the AI system becomes integrated into PwC's
contract review workflow, it is expected to enable scalability by handling larger volumes
of contracts efficiently. This optimizes resource utilization within the legal department
and allows for greater flexibility in managing workloads during peak periods.
e. Continuous Improvement: Through ongoing feedback and refinement, the AI system is
expected to continuously improve its performance and accuracy over time. This iterative
process ensures that the system remains up-to-date with changes in legal regulations
and industry best practices, maintaining its relevance and effectiveness in supporting
PwC's legal operations.

Quantitative Metrics:

 Reduction in contract review time by X%

 Increase in the number of contracts reviewed per month/year
 Percentage improvement in accuracy and completeness of contract reviews

Qualitative Metrics:

 Client satisfaction scores based on feedback surveys

 Legal team satisfaction with the efficiency and effectiveness of the AI-powered contract
review system

Overall, the expected outcome of implementing the AI-powered contract review system
aligns with PwC's objectives of delivering high-quality legal services, enhancing client
satisfaction, and driving operational efficiency within the organization.

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8. Value Proposition:

In this section, we highlight the benefits of the use case to PwC and its clients. We explain
how the use case enhances efficiency, reduces costs, improves client satisfaction, or
otherwise adds value.

Example:

Value Proposition Example:

Benefit to PwC:

 Enhanced Efficiency: The AI-powered contract review system streamlines the review
process, enabling PwC's legal department to handle a larger volume of contracts with
greater speed and accuracy. This efficiency improvement translates to time savings for
legal professionals, allowing them to focus on strategic initiatives and high-value tasks.
 Cost Reduction: By automating manual tasks associated with contract review, such as
document parsing and clause identification, the AI system reduces the need for manual
labor and accelerates the review process. This cost-saving benefit enhances the overall
profitability of PwC's legal services while maintaining quality standards.
 Risk Mitigation: The accuracy and comprehensiveness of the AI system's contract
reviews help mitigate legal risks for both PwC and its clients. By identifying potential
pitfalls and highlighting key provisions, the system ensures regulatory compliance and
minimizes the likelihood of disputes or legal issues arising.

Benefit to Clients:

 Timely Delivery: Clients benefit from the expedited turnaround times enabled by the AI-
powered contract review system. They receive comprehensive review reports and
actionable insights in a timely manner, allowing them to make informed decisions and
take proactive measures to address contractual risks or opportunities.
 Quality Assurance: The AI system's thorough analysis and accurate identification of key
contract provisions provide clients with assurance that their contracts are reviewed with
precision and attention to detail. This quality assurance instills confidence in PwC's legal
services and strengthens the client-advisor relationship.
 Value-Added Insights: In addition to standard contract review procedures, the AI system
generates value-added insights and recommendations based on industry best practices
and regulatory requirements. Clients benefit from the AI system's expertise and guidance,
gaining valuable insights that contribute to their business objectives and decision-making
processes.

Overall, the value proposition of the AI-powered contract review system lies in its ability
to enhance efficiency, reduce costs, mitigate risks, and deliver value-added services to
both PwC and its clients. By leveraging AI technology, PwC reinforces its commitment to
delivering high-quality legal services and maintaining a competitive edge in the
marketplace.

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9. Challenges and Mitigation Strategies:

In this section, we acknowledge potential obstacles in realizing the use case and propose
solutions to address them. We discuss any technical, operational, or adoption challenges
and how they can be mitigated.

Example:

Challenges and Mitigation Strategies Example:

Challenge:

 Technical Complexity: Implementing an AI-powered contract review system requires

expertise in natural language processing (NLP) and machine learning (ML), which may
pose challenges for PwC's legal department in terms of technical knowledge and
resources.

Mitigation Strategy:

 Training and Upskilling: PwC invests in training programs to upskill legal professionals
in NLP and ML concepts relevant to contract review. Training sessions, workshops, and
online courses are provided to familiarize staff with AI technologies and their applications
in legal practice.

Challenge:

 Data Privacy and Security Concerns: The use of AI technology involves processing
sensitive client data, raising concerns about data privacy and security compliance,
especially in regulated industries.

Mitigation Strategy:

 Data Encryption and Access Controls: PwC implements robust data encryption
protocols and access controls to safeguard client data processed by the AI system. Strict
compliance with data privacy regulations such as GDPR and HIPAA ensures that client
confidentiality is maintained throughout the contract review process.

Challenge:

 User Adoption Resistance: Legal professionals may be hesitant to adopt AI technology

due to concerns about job displacement or changes to established workflows.

Mitigation Strategy:

 Change Management Initiatives: PwC implements change management initiatives to

foster a culture of innovation and encourage acceptance of AI technology among legal
professionals. Communication campaigns, user training programs, and feedback

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 mechanisms are utilized to address concerns, solicit input, and promote buy-in from
stakeholders.

Challenge:

 Integration with Existing Systems: Integrating the AI-powered contract review system
with PwC's existing IT infrastructure and workflow processes may present integration
challenges and compatibility issues.

Mitigation Strategy:

 Collaborative Development: PwC collaborates closely with AI technology vendors and

internal IT teams to ensure seamless integration of the contract review system with
existing systems and workflows. Agile development methodologies and iterative testing
processes are employed to identify and resolve integration issues promptly.

By proactively addressing these challenges and implementing mitigation strategies, PwC

can overcome obstacles and successfully realize the benefits of the AI-powered contract
review system, driving efficiency, accuracy, and client satisfaction in its legal operations.

10. Conclusion and Recommendation:

In this section, we wrap up the use case submission with a strong closing statement. We
summarize the key points discussed throughout the document, reiterate the value of the
use case, and make a compelling argument for its implementation.

Conclusion and Recommendation Example:

Conclusion: The AI-powered contract review system represents a transformative solution

for enhancing efficiency, accuracy, and client satisfaction within PwC's legal department.
By leveraging AI technology, PwC can streamline contract review processes, mitigate legal
risks, and deliver value-added services to clients with greater speed and precision.

Throughout this use case submission, we have demonstrated how the AI system
automates manual tasks, generates insightful analysis, and accelerates decision-making,
thereby enabling PwC to maintain a competitive edge in the legal services market while
upholding the highest standards of quality and compliance.

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Recommendation: Based on the anticipated benefits, challenges, and mitigation
strategies outlined in this document, we recommend the swift implementation of the AI-
powered contract review system at PwC. By investing in AI technology and fostering a
culture of innovation, PwC can unlock new opportunities for growth, drive operational
excellence, and position itself as a leader in legal services innovation.

We urge PwC leadership to consider the strategic importance of embracing AI technology

and to allocate resources and support for the successful deployment of the contract
review system. With the right vision, commitment, and collaboration, PwC can harness the
full potential of AI to achieve its business objectives and deliver exceptional value to
clients in the digital age.

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