How do you anticipate GenAI adoption will impact the overall efficiency of your IT organizations, processes and workflows?
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I believe it'll certainly boost efficiency. For instance, if there's an outage and 75 people report the same outage, Gen AI or AI can handle all those reports and resolve the issue at once, improving the customer experience. A company's main objective should be the customer experience. I think it'll optimize workloads for everyone, which could also positively impact talent retention and longevity.
Absolutely, everything mentioned is on point. But there's also the quality of IT service to consider. Currently, when someone calls a help desk, the response quality varies based on who they talk to and their knowledge level and background. So, it's not just about efficiency; there's a significant quality factor in play too.
It's likely to be a big help. In the past decade, our industry saw a lot of cost-cutting and outsourcing, leading to a dip in IT support and customer service quality. This resulted in frustrated users across many large companies. With Gen AI, I believe we can enhance performance for our customers without increasing costs.