WEBVTT 00:00:00.720 --> 00:00:03.700 Today on our Tech for Business podcast, we're 00:00:03.700 --> 00:00:07.200 joined by Kyle, our president and CEO, to talk 00:00:07.200 --> 00:00:12.900 about the evolution of IT support. So we're talking 00:00:12.900 --> 00:00:17.760 AI and implementing it into Help Desk. So Kyle, 00:00:17.839 --> 00:00:21.539 can you give us some examples? What does this 00:00:21.539 --> 00:00:24.800 mean for Help Desk? What does it mean to have 00:00:24.800 --> 00:00:28.980 an AI component to your IT support? Sure. Yeah, 00:00:29.019 --> 00:00:32.579 it's... It's a broad question, but like any other 00:00:32.579 --> 00:00:35.780 use case of the AI side of it, it's about the 00:00:35.780 --> 00:00:38.380 augmentative side of it. It's how do you drive 00:00:38.380 --> 00:00:42.700 a lot of information and have it assist to speed 00:00:42.700 --> 00:00:45.380 up resolution time is ultimately where we're 00:00:45.380 --> 00:00:49.119 looking to leverage its side of it. As you look 00:00:49.119 --> 00:00:52.920 through, if you think on IT support, for example, 00:00:53.000 --> 00:00:55.100 and pretty much any other help desk side of it, 00:00:55.100 --> 00:00:57.340 you got a wealth of information and the knowledge 00:00:57.340 --> 00:00:59.600 is a wealth of information and past tickets. 00:00:59.899 --> 00:01:02.000 There's also a lot of other information around 00:01:02.000 --> 00:01:05.200 what else is going on as far as are there other 00:01:05.200 --> 00:01:08.439 tickets like this that are coming in, more recent 00:01:08.439 --> 00:01:11.200 side of it. For a person to go through and do 00:01:11.200 --> 00:01:13.500 those things obviously would take a lot of time 00:01:13.500 --> 00:01:16.420 and on the volume of tickets come in, it may 00:01:16.420 --> 00:01:18.920 not even be practical, which it winds up in most 00:01:18.920 --> 00:01:22.560 cases being so the sport person just deals with 00:01:22.560 --> 00:01:25.219 pretty much what's in front of them and or they 00:01:25.219 --> 00:01:28.560 can often research on their own. to augment that 00:01:28.560 --> 00:01:31.700 with AI, the AI can automatically be doing those 00:01:31.700 --> 00:01:35.000 things and recognizing it and flag and identify 00:01:35.000 --> 00:01:38.140 trends. It can flag those, say we have other 00:01:38.140 --> 00:01:40.859 instance tickets have come in that have the same 00:01:40.859 --> 00:01:44.359 problem that are all currently open. There's 00:01:44.359 --> 00:01:47.299 information in the relevant knowledge base that's 00:01:47.299 --> 00:01:49.060 passed tickets. This has been the resolution. 00:01:49.140 --> 00:01:52.379 So just to bring things much faster with with 00:01:52.379 --> 00:01:54.760 the ultimate outcome of being quicker and better 00:01:54.760 --> 00:02:00.349 service for or for the requester of the ticket. 00:02:01.069 --> 00:02:04.870 And that's what we're all trying to aim for. 00:02:05.370 --> 00:02:10.710 Yeah. So I've experienced in the help desk before, 00:02:10.789 --> 00:02:13.569 I've experienced a knowledge base and a chat 00:02:13.569 --> 00:02:18.030 bot. So what is really bringing it to that next 00:02:18.030 --> 00:02:21.810 level beyond just a little helpful chat bot? 00:02:21.969 --> 00:02:26.669 What really moves it into that? AI that different 00:02:26.669 --> 00:02:30.189 higher level. Yeah. Yeah. So there's there's 00:02:30.189 --> 00:02:33.509 that end and end user consumable side of the 00:02:33.509 --> 00:02:35.430 eye to kind of self service side of it. It's 00:02:35.430 --> 00:02:37.729 kind of what you're alluding to. And that's that's 00:02:37.729 --> 00:02:39.909 that's an obvious use case where you can have 00:02:39.909 --> 00:02:42.590 virtual agents and those other sides combined 00:02:42.590 --> 00:02:46.090 to it. But it's the augmentative side, again, 00:02:46.289 --> 00:02:49.969 of of the person on the support desk or the people 00:02:49.969 --> 00:02:53.840 on the support desk being. assisted by the AI 00:02:53.840 --> 00:02:58.280 with the data insight side of it. It's that data 00:02:58.280 --> 00:03:01.300 aggregator that we're really, really leveraging 00:03:01.300 --> 00:03:05.020 the most value side of it. To give you like a 00:03:05.020 --> 00:03:09.000 use case example for the new support desk side 00:03:09.000 --> 00:03:12.860 of it, AI is involved on every ticket that comes 00:03:12.860 --> 00:03:16.050 through. And whether it's... known or unknown. 00:03:16.330 --> 00:03:19.110 It is having an active role that's participating 00:03:19.110 --> 00:03:21.689 in every support ticket at this point. So as 00:03:21.689 --> 00:03:25.469 a ticket comes in, it'll look at the information 00:03:25.469 --> 00:03:27.710 in the ticket as far as what is the summary and 00:03:27.710 --> 00:03:30.490 then what is the details of the ticket. It's 00:03:30.490 --> 00:03:33.330 doing AI insights into that ticket automatically 00:03:33.330 --> 00:03:37.669 and presenting to to the support agent side of 00:03:37.669 --> 00:03:40.349 it. And hey, these other tickets are out there. 00:03:40.650 --> 00:03:43.250 Here's possible resolutions for the ticket that 00:03:43.250 --> 00:03:46.379 I've found. And once even once they service at 00:03:46.379 --> 00:03:49.599 the eyes looking at tonality it's trying to understand 00:03:49.599 --> 00:03:53.979 is is the is the user frustrated or the neutral 00:03:53.979 --> 00:03:58.069 are they happy. those sides of it. So it's cluing 00:03:58.069 --> 00:04:01.370 into a number of things that gives deeper insight 00:04:01.370 --> 00:04:05.310 that, again, a typical person working on the 00:04:05.310 --> 00:04:07.509 sport ticket traditionally wouldn't have gone 00:04:07.509 --> 00:04:10.270 through all those iterations or spent all that 00:04:10.270 --> 00:04:12.409 time, but it's automatic. It's happening within 00:04:12.409 --> 00:04:15.270 seconds. It's running against those sides of 00:04:15.270 --> 00:04:19.189 it. And then even once a ticket close, the AI 00:04:19.189 --> 00:04:21.889 is doing analysis of the ticket for us to determine 00:04:22.120 --> 00:04:25.339 should this be a charge of style service or not? 00:04:25.360 --> 00:04:28.759 And we have the AI reviewing those things to 00:04:28.759 --> 00:04:31.519 say, if the agent updated ticket, for example, 00:04:31.579 --> 00:04:35.199 to say, well, I left a voicemail, if they errantly 00:04:35.199 --> 00:04:37.500 flag that as a charge to the customer, the AI 00:04:37.500 --> 00:04:39.879 will see that and it will automatically change 00:04:39.879 --> 00:04:44.639 it to say that is not billed. So it's learning 00:04:44.639 --> 00:04:47.339 and applying thinking to those sides that again 00:04:47.339 --> 00:04:49.639 would require a supervisor or somebody else to 00:04:49.639 --> 00:04:53.060 catch on those sides. It's just a tremendous 00:04:53.060 --> 00:04:55.399 time saver, really, at the end of the day. And 00:04:55.399 --> 00:04:59.120 it is giving you that high -level assistance 00:04:59.120 --> 00:05:03.660 with just a lot of information. Yeah. That's 00:05:03.660 --> 00:05:07.139 company. Oh, yeah. For sure. You kind of talked 00:05:07.139 --> 00:05:10.259 a little bit about the benefits, especially for 00:05:10.259 --> 00:05:13.500 the agent, the person who's working. You know, 00:05:13.560 --> 00:05:15.439 things are working faster for them. They're getting 00:05:15.439 --> 00:05:17.639 that extra support and that insight. And then 00:05:17.639 --> 00:05:20.959 also the customer with a little bit more transparency 00:05:20.959 --> 00:05:25.779 in their billing. What are some unexpected benefits 00:05:25.779 --> 00:05:28.040 as you're going through this process? What are 00:05:28.040 --> 00:05:30.800 some things that came up you're thinking, wow, 00:05:30.839 --> 00:05:33.939 I never considered that as a benefit, or I never 00:05:33.939 --> 00:05:37.699 thought it could do that? Initially, one of the 00:05:37.699 --> 00:05:40.000 biggest, most pleasant surprises I've seen from 00:05:40.000 --> 00:05:44.480 it is the ability to survey the ticket and essentially 00:05:44.480 --> 00:05:49.259 do a satisfaction. survey side on every ticket 00:05:49.259 --> 00:05:52.040 that goes through the system, whether we still 00:05:52.040 --> 00:05:54.779 send out surveys to the users themselves. And 00:05:54.779 --> 00:05:57.860 that's, that's an immensely valuable side of 00:05:57.860 --> 00:06:00.699 it. But like any other business there, you know, 00:06:00.740 --> 00:06:02.839 the, the percent of people that fill those out 00:06:02.839 --> 00:06:06.100 is not always, you know, that's nowhere near 00:06:06.100 --> 00:06:08.399 a hundred percent. And, and it's, and it's usually 00:06:08.399 --> 00:06:11.959 in the, in the 20 % or sub 20s and most industry 00:06:11.959 --> 00:06:14.689 sides of that. So you don't get You want to have 00:06:14.689 --> 00:06:19.470 a bigger sampling overall. So the AI does give 00:06:19.470 --> 00:06:24.689 us its summary and the satisfaction of the ticket 00:06:24.689 --> 00:06:28.389 across all the tickets. So why not 100 %? And 00:06:28.389 --> 00:06:30.990 it obviously can be errant on some things. It 00:06:30.990 --> 00:06:34.529 gives you a good idea, a much, much broader idea 00:06:34.529 --> 00:06:38.120 of how well things are going. overall, and if 00:06:38.120 --> 00:06:40.980 there's trends and those other sides of it, it's 00:06:40.980 --> 00:06:42.759 like any other risk. You want awareness. The 00:06:42.759 --> 00:06:45.139 sooner you get the awareness, the better, because 00:06:45.139 --> 00:06:48.439 you can make changes and you want to be able 00:06:48.439 --> 00:06:51.220 to measure those things. And so there's just 00:06:51.220 --> 00:06:53.639 a build on that. So yeah, just being able to 00:06:53.639 --> 00:06:56.680 help with those things and recognize it, because 00:06:56.680 --> 00:06:59.939 it'll pick up on things like they're reopening 00:06:59.939 --> 00:07:04.480 the ticket multiple times. We are infringing 00:07:04.480 --> 00:07:08.019 on the SLA, you know. times, whether it's response 00:07:08.019 --> 00:07:10.420 time or resolution time or whatever it may be 00:07:10.420 --> 00:07:13.100 side of it, it's picking up on those and it's 00:07:13.100 --> 00:07:16.699 giving us those ratings. So even if the person 00:07:16.699 --> 00:07:20.639 didn't give us a neutral or a negative or even 00:07:20.639 --> 00:07:23.540 a happy, you know, it was excellent side of it. 00:07:23.689 --> 00:07:26.370 We're seeing that, you know, we are getting some 00:07:26.370 --> 00:07:28.870 good samplings on that. I think that's going 00:07:28.870 --> 00:07:32.029 to be immensely valuable to help us identify 00:07:32.029 --> 00:07:34.829 the overall trend. Yeah, I never considered that. 00:07:35.149 --> 00:07:37.589 And, you know, we have an amazing customer success 00:07:37.589 --> 00:07:40.990 and strategic engagement team. So now Help Desk 00:07:40.990 --> 00:07:45.060 is no longer just... your IT support, it can 00:07:45.060 --> 00:07:48.620 also be like your customer and company support, 00:07:48.720 --> 00:07:51.600 you know, it's really expanding or it gives a 00:07:51.600 --> 00:07:54.860 an opportunity to expand that customer journey. 00:07:55.060 --> 00:07:57.740 That's really cool. Yeah. Yeah. And those those 00:07:57.740 --> 00:08:00.879 are active on, you know, not only the support 00:08:00.879 --> 00:08:04.120 desk side, but that's also on, you know, our 00:08:04.120 --> 00:08:07.480 our service delivery team for project work and 00:08:07.480 --> 00:08:09.819 reoccurring ticket work side of it. So those 00:08:09.819 --> 00:08:13.910 are. Just to get an idea, again, how well are 00:08:13.910 --> 00:08:17.870 we doing or in those particular areas where we're 00:08:17.870 --> 00:08:22.189 not seeing as high as we want and should be investigating. 00:08:22.449 --> 00:08:23.910 And the nice thing is that it can be proactive 00:08:23.910 --> 00:08:27.670 on our own necessarily and not in a vacuum side 00:08:27.670 --> 00:08:31.089 of it or fall to the, boy, it feels like, or 00:08:31.089 --> 00:08:33.990 I hurt. Like any other business, just trying 00:08:33.990 --> 00:08:37.370 to give you some data so you can make a better, 00:08:37.389 --> 00:08:42.070 more intelligent. decisions of where to spend 00:08:42.070 --> 00:08:46.909 your time or make changes. I have to ask about 00:08:46.909 --> 00:08:49.210 data privacy because I think that's everyone's 00:08:49.210 --> 00:08:52.710 question about if you have an AI that's looking 00:08:52.710 --> 00:08:55.529 at all these different tickets from all these 00:08:55.529 --> 00:08:57.429 different companies that you're working with, 00:08:58.289 --> 00:09:01.409 is there a concern about privacy? Is there a 00:09:01.409 --> 00:09:04.820 concern about any you know, leakage and data 00:09:04.820 --> 00:09:07.379 and all that conversation that the AI is having 00:09:07.379 --> 00:09:09.879 on the back end, what does that sort of look 00:09:09.879 --> 00:09:12.960 like from a security perspective? Sure, yeah, 00:09:13.240 --> 00:09:16.039 it's a very legitimate question side of it. What 00:09:16.039 --> 00:09:18.460 we've done at CIT side of it, and this is certainly 00:09:18.460 --> 00:09:21.019 nothing comes out their side, is our support 00:09:21.019 --> 00:09:25.120 desk allows us to integrate into our own Azure 00:09:25.120 --> 00:09:28.750 OpenAI instance side of those, which again, is 00:09:28.750 --> 00:09:31.210 fed ramped and that stays within our, you know, 00:09:31.269 --> 00:09:33.669 our Azure subscribed tenant space side of it, 00:09:33.929 --> 00:09:37.649 as well as the vectorized database that is all 00:09:37.649 --> 00:09:41.049 the information that the AI is using side with 00:09:41.049 --> 00:09:45.129 it. So from a few different sides of it, one, 00:09:45.190 --> 00:09:47.549 it's private. We're not using the general model 00:09:47.549 --> 00:09:51.230 that you go into chat GPT to, uh, we are no way 00:09:51.230 --> 00:09:52.950 turning that side of it. So, you know, we're 00:09:52.950 --> 00:09:55.309 happy to supply any information side to say that 00:09:55.309 --> 00:09:58.279 we are Even if you're under compliance, we are 00:09:58.279 --> 00:10:01.019 on a very private instance side of it. The other 00:10:01.019 --> 00:10:03.519 side of it from a general user, as you go through 00:10:03.519 --> 00:10:06.440 those sides, the way that the AI accesses and 00:10:06.440 --> 00:10:08.940 uses the data is in a vectorized database, which 00:10:08.940 --> 00:10:11.919 is it's not searching by words and letters of 00:10:11.919 --> 00:10:15.740 those other sides of it. It is in a numeric, 00:10:15.740 --> 00:10:18.889 you know, vectorized. database. It's not clear 00:10:18.889 --> 00:10:21.330 tags. It's not anything you can make sense of. 00:10:21.470 --> 00:10:24.029 It's looking for pattern recognition and patterns 00:10:24.029 --> 00:10:27.730 of all inside of it within that data set that 00:10:27.730 --> 00:10:31.389 goes through those things. So, you know, it's 00:10:31.389 --> 00:10:35.830 not like a password or something like that is 00:10:35.830 --> 00:10:39.710 vectorized database side of it. So why I'll be, 00:10:39.850 --> 00:10:41.809 you still want to want to train a public model 00:10:41.809 --> 00:10:45.759 side on those sides. It's It is inherently very, 00:10:45.759 --> 00:10:48.360 very, very secure on how that's handling through 00:10:48.360 --> 00:10:51.539 those sides on it. When a user is coming into 00:10:51.539 --> 00:10:54.820 our chat bot side of it, they're not seeing any 00:10:54.820 --> 00:10:56.940 information inside that vector side, outside 00:10:56.940 --> 00:11:00.500 of their own role -based access side within those 00:11:00.500 --> 00:11:02.460 sides. They can see our knowledge base. They 00:11:02.460 --> 00:11:05.679 can see their ticket information side of it. 00:11:06.019 --> 00:11:09.000 There's an authorization side within those things 00:11:09.000 --> 00:11:13.440 that limits would be responded to. Of course. 00:11:14.159 --> 00:11:19.200 Do you see any limitations to AI? I mean, where 00:11:19.200 --> 00:11:23.000 does that human element still need to come into 00:11:23.000 --> 00:11:27.019 play? Yeah. The humans still need to make the 00:11:27.019 --> 00:11:29.480 undecisioned side of it. I mean, the AI's most 00:11:29.480 --> 00:11:32.600 powerful role is that of the assistant. I mean, 00:11:32.639 --> 00:11:35.360 it is to bring that information side of it, but 00:11:35.360 --> 00:11:38.799 then to ultimately make the contextual call of 00:11:38.799 --> 00:11:41.960 what needs to happen is best served by a person. 00:11:42.220 --> 00:11:45.620 You know, I think that there are, there are, 00:11:46.080 --> 00:11:48.059 there's a multitude, there's, there's two different 00:11:48.059 --> 00:11:51.100 sides to the help that are to the AI. And sometimes 00:11:51.100 --> 00:11:54.240 they get rolled together as there's AI and there's 00:11:54.240 --> 00:11:56.360 automation and they work hand in hand in a lot 00:11:56.360 --> 00:11:58.259 of ways, but still ultimately we want to, we 00:11:58.259 --> 00:12:01.820 want a person driving them both. So for example 00:12:01.820 --> 00:12:04.840 side, we're, we're, we're engaged in a lot of 00:12:04.840 --> 00:12:08.690 automation that is layered with AI to to help 00:12:08.690 --> 00:12:11.049 identify that an automation is available, but 00:12:11.049 --> 00:12:13.470 then it's triggering automation of, say, a new 00:12:13.470 --> 00:12:16.029 user onboard. We have a new person starting, 00:12:16.629 --> 00:12:18.990 and then when that comes through, there's typically 00:12:18.990 --> 00:12:21.649 a lot of new steps on every new user onboard 00:12:21.649 --> 00:12:24.370 side of it. You've got to identify what security 00:12:24.370 --> 00:12:25.929 permissions they need, what group they need to 00:12:25.929 --> 00:12:28.590 be in, do they need a shared mailbox? There's 00:12:28.590 --> 00:12:30.429 a whole bunch of things. What applications need? 00:12:30.450 --> 00:12:33.289 There's a number of different steps on it. Some 00:12:33.289 --> 00:12:35.370 of them can be very complex and very elaborate, 00:12:35.409 --> 00:12:37.710 and they can take a lot of time, which again, 00:12:37.820 --> 00:12:39.879 It can be expensive for all parties involved 00:12:39.879 --> 00:12:44.519 side with it. So by using AI to identify this 00:12:44.519 --> 00:12:47.419 is a new user onboard request and then triggering 00:12:47.419 --> 00:12:50.759 that information side of it based on information 00:12:50.759 --> 00:12:53.799 at the time of request, you can ask those questions. 00:12:54.360 --> 00:12:56.000 Do you want, what group do they need to be in? 00:12:56.059 --> 00:12:58.600 Do I need to copy them from an existing user 00:12:58.600 --> 00:13:01.279 side of it? Are they in the same roles as somebody 00:13:01.279 --> 00:13:03.279 else? So I can use that example. Do they need 00:13:03.279 --> 00:13:05.620 access to the shared mailboxes? When is the start 00:13:05.620 --> 00:13:10.600 date? we can have an AI trigger automations to 00:13:10.600 --> 00:13:14.240 start that process, to automatically log in and 00:13:14.240 --> 00:13:16.840 provision and create and do all those other steps 00:13:16.840 --> 00:13:19.919 where you'd have to typically go in and log in, 00:13:20.080 --> 00:13:22.000 find credentials, go through all these steps. 00:13:22.179 --> 00:13:25.360 We can have it automatically happen. Then it 00:13:25.360 --> 00:13:27.799 comes back to the engineer to say, here's everything 00:13:27.799 --> 00:13:30.659 I do confirm that I should review it. They can 00:13:30.659 --> 00:13:34.399 review it, say this is correct, execute on that 00:13:34.399 --> 00:13:37.279 side of it. Done. It updates the ticket. Be a 00:13:37.279 --> 00:13:39.200 responding user. It looks great. And if there's 00:13:39.200 --> 00:13:40.820 anything that needs to be changed, then the support 00:13:40.820 --> 00:13:44.039 technician can do that. But if you can take something 00:13:44.039 --> 00:13:47.879 that is an hour or two hours in time and make 00:13:47.879 --> 00:13:55.299 that 20, 30 minutes, I mean, that's huge for 00:13:55.299 --> 00:13:59.100 our customers. That's also huge for us because 00:13:59.100 --> 00:14:02.000 the Those technicians now are freed up for more 00:14:02.000 --> 00:14:04.759 complex troubleshooting. Again, when it doesn't 00:14:04.759 --> 00:14:07.220 go well or when they have a more complex software 00:14:07.220 --> 00:14:08.980 application that needs to be installed, they 00:14:08.980 --> 00:14:11.639 can spend their time focusing on that and not 00:14:11.639 --> 00:14:15.120 clicking through the group memberships and all 00:14:15.120 --> 00:14:17.460 the tedious things that have to be set up and 00:14:17.460 --> 00:14:21.539 trying to track a set of checkbox sheet that 00:14:21.539 --> 00:14:25.940 they may forget a step on it and people do those 00:14:25.940 --> 00:14:28.649 things. So there's a There's a multitude of ways 00:14:28.649 --> 00:14:31.289 that I think it's just a tremendous value. And 00:14:31.289 --> 00:14:36.129 it's identifying those to keep those people focused 00:14:36.129 --> 00:14:39.509 on where there is far more difficult and it's 00:14:39.509 --> 00:14:43.289 not as a cookie cutter through the project side 00:14:43.289 --> 00:14:46.350 of it. And take those cookie cutter things and 00:14:46.350 --> 00:14:49.330 automate and have AI identify and help execute 00:14:49.330 --> 00:14:52.070 those automations and just present those to the 00:14:52.070 --> 00:14:55.190 technicians and then everybody's in a much better 00:14:55.190 --> 00:14:59.049 spot. Definitely. Well, I want to make sure that 00:14:59.049 --> 00:15:02.169 we get a chance to talk about anything that you 00:15:02.169 --> 00:15:05.029 want to share about this topic, but I'm interested 00:15:05.029 --> 00:15:07.509 in zooming out a little bit because we've got 00:15:07.509 --> 00:15:11.029 this AI. We're implementing it. It's beautiful. 00:15:11.950 --> 00:15:15.429 How is the workforce really going to change? 00:15:15.690 --> 00:15:20.070 I mean, what are skills that these IT professionals 00:15:20.070 --> 00:15:23.679 are going to need now? when they're using more 00:15:23.679 --> 00:15:26.500 AI and they're using more automation. What does 00:15:26.500 --> 00:15:30.019 that look like going forward? Yeah, that's it. 00:15:30.120 --> 00:15:32.240 It's a great question, side with it. And it's 00:15:32.240 --> 00:15:35.860 ever evolving. So, of course. But again, I think 00:15:35.860 --> 00:15:38.940 as you look at these roles, and this isn't just 00:15:38.940 --> 00:15:41.240 even the sport desk, I think it's pretty much 00:15:41.240 --> 00:15:43.480 all of our roles in general sides on those. If 00:15:43.480 --> 00:15:45.100 you're doing any kind of knowledge based work 00:15:45.100 --> 00:15:49.080 side of it is you have to learn how to be. the 00:15:49.080 --> 00:15:52.460 manager of the AI, you need to be an AI orchestrator 00:15:52.460 --> 00:15:56.679 or AI manager side of it. So as as things evolve, 00:15:56.679 --> 00:16:00.980 it's going to become very likely that everybody's 00:16:00.980 --> 00:16:02.320 going to be you're going to be in charge of a 00:16:02.320 --> 00:16:04.120 number of different AI agents. And that's what 00:16:04.120 --> 00:16:07.179 you're going to to manage and orchestrate how 00:16:07.179 --> 00:16:10.580 they perform those tasks. And then you're ultimately 00:16:10.580 --> 00:16:13.200 at the result to come out of those things. So 00:16:13.200 --> 00:16:18.110 more results focus are focused on your on your 00:16:18.110 --> 00:16:20.950 responsibilities and job and not just like a 00:16:20.950 --> 00:16:23.730 job description side of it. I think it's going 00:16:23.730 --> 00:16:27.190 to come through to say this is the outcomes expected 00:16:27.190 --> 00:16:30.649 from your position side of it. Here's the tools 00:16:30.649 --> 00:16:34.289 that you can manage and run through. And these 00:16:34.289 --> 00:16:38.009 tools will help you create those outcomes. So 00:16:38.009 --> 00:16:40.610 it's it's it's less about you having to do all 00:16:40.610 --> 00:16:42.870 of those things, but just make sure that they're. 00:16:43.080 --> 00:16:45.679 accomplishing those end games and making the 00:16:45.679 --> 00:16:49.059 correct contextual and right decision sides for 00:16:49.059 --> 00:16:54.259 them, as well as evolving with it. Because that's 00:16:54.259 --> 00:16:57.539 the other important side of this AI is I think 00:16:57.539 --> 00:17:01.860 a willingness to learn and continuously learn 00:17:01.860 --> 00:17:06.059 and evolve with the capabilities of these new 00:17:06.059 --> 00:17:09.920 tools that are rapidly evolving and continuously 00:17:09.920 --> 00:17:13.240 enhancing on what they can do. you have to continuously 00:17:13.240 --> 00:17:17.619 challenge how it can help us do the job even 00:17:17.619 --> 00:17:22.000 better and do it faster and get the better outcomes 00:17:22.000 --> 00:17:25.859 coming through those sides of it. There's the 00:17:25.859 --> 00:17:28.720 need for human API. If you're just taking information 00:17:28.720 --> 00:17:33.220 one screen and plugging in another, that's just 00:17:33.220 --> 00:17:37.660 going to go away. It's not necessary because 00:17:37.660 --> 00:17:39.640 the AI is just that's what it does incredibly 00:17:39.640 --> 00:17:44.059 well. But AI can't, it doesn't have the contextual 00:17:44.059 --> 00:17:47.559 side that humans do. And that's, again, having 00:17:47.559 --> 00:17:51.859 the human in charge of the outcome is incredibly 00:17:51.859 --> 00:17:55.079 important. You know, the AI isn't going to be 00:17:55.079 --> 00:17:57.319 able to make that, at least not yet, and it's 00:17:57.319 --> 00:18:00.599 gonna be a while, I think, before it can do those 00:18:00.599 --> 00:18:04.319 things. But I think there's, you wanna put yourself 00:18:04.319 --> 00:18:07.549 and be comfortable. understanding what the AI 00:18:07.549 --> 00:18:10.670 can do and learn how to maximize the results 00:18:10.670 --> 00:18:12.630 of those tools. And you find yourself in a very 00:18:12.630 --> 00:18:16.650 strong position, not only in those roles, but 00:18:16.650 --> 00:18:18.390 pretty much, I think, in the job market going 00:18:18.390 --> 00:18:21.750 forward. I think that's definitely where it's 00:18:21.750 --> 00:18:25.829 going. For sure. Is there anything else you wanted 00:18:25.829 --> 00:18:30.630 to share on this topic of AI and help desk or 00:18:30.630 --> 00:18:33.400 IT? You covered all the really, really good questions 00:18:33.400 --> 00:18:36.079 for this. There's a lot there. I could obviously 00:18:36.079 --> 00:18:39.799 go on for hours about where I can go from it. 00:18:40.039 --> 00:18:44.740 But again, the end result for me is, again, the 00:18:44.740 --> 00:18:48.359 augmentative ability of having these tools deliver 00:18:48.359 --> 00:18:52.119 the service better and faster and more predictably 00:18:52.119 --> 00:18:55.779 side of it, and then allowing us to do data insights 00:18:55.779 --> 00:18:58.599 into how we can continuously improve and evolve 00:18:58.599 --> 00:19:03.039 it to do better. is the immediate outcomes that 00:19:03.039 --> 00:19:06.460 we're looking for and actively leveraging and 00:19:06.460 --> 00:19:08.779 continuing to learn how to leverage even more 00:19:08.779 --> 00:19:12.259 and continue to adjust as it comes through. You 00:19:12.259 --> 00:19:14.480 know, I'm just super excited about what it can 00:19:14.480 --> 00:19:17.299 do. Very happy with what I've seen so far, but 00:19:17.299 --> 00:19:20.720 even more excited, I think, for what we haven't 00:19:20.720 --> 00:19:24.500 got to yet of what it can uncover and help us. 00:19:25.180 --> 00:19:28.720 Yeah, for sure. I'm excited, too. I'm excited 00:19:28.720 --> 00:19:32.140 to see how things will grow and change as we 00:19:32.140 --> 00:19:35.079 move forward. Thank you for joining us today. 00:19:35.539 --> 00:19:37.900 If you enjoyed this topic, please let us know. 00:19:38.140 --> 00:19:41.980 Like, subscribe, or reach out to us at info at 00:19:41.980 --> 00:19:46.640 cit -net .com or head out to our website cit 00:19:46.640 --> 00:19:51.180 -net .com slash podcast. We'll be back next week 00:19:51.180 --> 00:19:52.519 with an all new episode.