Target Group has launched an AI Champion programme to encourage the responsible use of artificial intelligence across its outsourcing and software operations.
The programme brings together employees from across the business to identify practical uses for AI, share knowledge and encourage its responsible adoption within their teams.
Participants will test tools, prompts and workflows in day-to-day processes, gather feedback and share lessons with colleagues. Target said the work was intended to save time, improve quality and simplify routine tasks while building confidence in the technology.
The initiative forms the latest stage of Target’s strategy to develop and test AI before applying its experience, alongside the capabilities of selected partners, to the financial institutions it serves.
Target and its parent company, Tech Mahindra, have previously developed virtual assistants and chatbots to answer employees’ HR-related enquiries. Further trials have since led to operational systems used by employees and customers.
In its contact centre operation, Target uses AI and machine learning to summarise customer interactions. It can also monitor and score all interactions and provide live guidance to agents, including alerts about possible problems or customer vulnerabilities.
The company said testing AI internally before offering new capabilities to clients helped it assess the technology in real-world conditions and meet the operational and regulatory standards of financial services.
Emma-Jane Williams, learning and development partner at Target, said: “Successful AI adoption isn’t just about technology. It’s about giving people the confidence, skills and support to use it effectively in their everyday work.
“We’re really proud to introduce our new AI Champion programme, which is designed to create energy, build confidence and help colleagues feel supported to explore AI in a practical way.
“We’ve already hosted our first engagement session, which has been a fantastic start, providing plenty of ideas, curiosity and a shared ambition to make AI a natural part of how we work. I’m really grateful to the business for being forward-thinking with this initiative and thank my colleagues for stepping forward to take part.
“We are excited to see the impact this will have throughout Target.”
Melanie Spencer, growth director at Target, said: “Our AI philosophy has always been about enhancing the human touch, harnessing this powerful technology to support the work of our talented colleagues and improve service.
“Our AI Champions initiative is a great example of this and our commitment to really understand the technology, its capabilities and, importantly, its role within a highly regulated industry.
“We are already seeing fantastic use cases and real efficiencies throughout the business, both internally and externally, and I believe it is thanks to putting in that necessary groundwork first and having those real-world insights into the solutions and services we deliver.
“Many businesses are understandably keen to embrace AI. However, in highly regulated sectors such as financial services, success depends on strong governance, operational expertise and a clear understanding of regulatory expectations.
“By combining these foundations with the right technology and partnerships, organisations can innovate with confidence while maintaining the high standards expected by customers and regulators.”
The programme will continue to develop during the year as Target looks for further applications intended to improve employees’ experience, increase operational efficiency and support innovation for clients.
