When discussing the use of AI in the energy industry, people often focus on specific use cases, weighing benefits against challenges related to trust, security, and efficiency. But why not let customers decide where AI should be applied—and where it shouldn’t? This is precisely what FIS aims to offer. The company envisions an AI-based framework that can be configured to automate various non-standard business processes. Harshad Kolpyakwar, Head of Energy Product Management at FIS, recently explained to me how this approach will work. At the core of this concept are AI agents—specialized tools trained to perform specific tasks. These agents can be orchestrated into workflows that require some degree of automation but cannot be fully automated. Processes that follow predefined steps to achieve a result are straightforward to automate and do not require AI intervention. However, more complex processes, such as, for example, issue resolution, typically involve numerous manual steps that vary depending on the situation. These processes are often labor-intensive, combining both predefined steps and unique, case-specific actions. To optimize such workflows, intelligent tools are needed—alongside human oversight to approve or refine AI-generated results. AI agents in this framework handle smaller tasks, such as searching the web for specific… continue reading