How do you approach evaluating vendor claims about integrating generative AI into their products?

Machine Learning (ML)Artificial Intelligence (AI)

Technical assessments of generative AI algorithms and techniques36%

Use case analysis for generative AI integration63%

Data privacy and security evaluation54%

Compatibility and scalability assessment26%

Vendor's future roadmap for generative AI integration11%

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IT Manager in Construction2 years ago

To be clear, the vendor must be complaint with the regulations (AI Act, GDPR, OSS, OCSE, ...) without any further assessment by our side.

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I would like to know if anyone has created PowerShell scripts to enable self-service. we are trying to use these scripts with AI to increase First call resolution. What is the experience in providing the right amount of admin rights to service accounts? How is this done?

What are typical YoY increases in ITSM platforms? Ours continues to grow - last year it was a 5% overall increase, this year is 12%. AI has been added as a 'free' feature within all the tools in the platform.  Anything over 5% YoY is a tough sell. Is this now typical of these platforms/solutions?

Do you think AI technology will take away jobs?

Yes51%

No (instead creates opportunities)39%

Neutral10%

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Why is your organization currently not utilizing AI in your contact center?

We are currently using AI in our contact center18%

Our data is not easily/fully accessible between departments42%

We use conversational AI for web chats, but not for telephony20%

We just can't justify the investment16%

Other (please comment)1%

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Is anyone working on automation of EA Practice activities such as design and/or roadmap development through the use of AI tools? This could include but not be limited to strategy, analysis, solution development, governance submissions, standards review, white papers etc. We are using ARIS as an EA repository and are considering the use of the AI companion or perhaps even standalone AI tools to import, process, analyses & publish. Happy to discuss ideas for future implementation.

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