Agenda - Intelligent Service Desks
11:00-11:05 - Welcome
A welcome from our event host David Wright, Chief Value & Innovation Officer, Service Desk Institute.
11:05-11:30 - AI & Ethics- Fireside Chat
Kate Vredenburgh, Assistant Professor in the Department of Philosophy, Logic and Scientific Method, & Dr. Thomas Ferretti, Guest Lecturer in Moral and Political Philosophy, London School of Economics
Artificial intelligence (AI) is developing rapidly, transforming the way we work and interact. Yet, AI is rife with ethical challenges – from potential biases in algorithmic recruiting technology to the privacy implications of work surveillance applications. In order to implement AI effectively, it is essential to understand and address these ethical dilemmas, and to stay up-to-date on trends and best practices.
In this session Kate Vredenburgh and event host David Wright, will discuss the ethical challenges and opportunities presented by artificial intelligence.
11:30-11:50 - Intelligent Automation
Wayne Butterfield, Director, Global Lead – Intelligent Automation Solutions
'Automation, the here, now and future role in, and on the Service Desk'
Service Desk is the IT equivalent of a Customer Services department and so is very much a focus area of Automation, both being automated, but also supporting automation technologies themselves, as they become more prevalent in the Enterprise.
Automation expert Wayne Butterfield deep dives into the world of Intelligent Automation, and why this is such a game changer for the role of Service Desks in the future.
11:55-12:30 - Interval
A break before the programme resumes.
12:30-12:50 - Intelligent Service & CX
Stella Gambin, Head of Client Services EMEA, Snowflake
Intelligent software and automated process can streamline service desk operations and assist to deliver against service KPIs - but at what cost to the customer experience?
Stella will share how and when service desk teams should consider the customer experience when implementing intelligent and automated services.
12:55-13:15 - Intelligent Data
Anjali Mogre, Principle Consultant - Big Data & Data Analytics, Atos
'Deep data insights & predictive models for Ticket data'
Analytics , Machine learning, Artificial intelligence (AI) is rapidly transforming the way we work and interact. These technologies are effectively used in service industry. Use of these technologies is helping organizations to improve efficiency, to manage / predict capacity, to allocate work automatically, and for proactive problem identification. Application of ML models and innovative visualization of data is a low hanging fruit which can be easily implemented not only to meet / exceed SLA’s and save cost but also to deliver value to customer.
In this session, Anjali will share project case studies where ticket analytics is applied on real ticket data. Anyone who is working with any ticketing tool or looking for a solution to meet and exceed target SLA’s will get some innovative ideas which can be implemented in any organization.
13:20-13:30 - Interval
A short comfort break before the programme resumes.
13:30-13:50 - AI & Robotics Process Automation
Vikas Kulhari, Senior Consultant - AI & Robotics, KPMG
'Smartly and successfully implement intelligent RPA'
With the rising competition in the industry, companies today no longer want to limit their abilities to traditional automation. In the latest technology trend, organizations are looking for the intelligent automation tools to solve business challenges, increase productivity, efficiency, and accuracy. However many enterprises struggles to make it work and they end up investing a lot of efforts in the wrong direction.
In this session, Vikas Kulhari will be speaking about how organisations can smartly and successfully implement Intelligent RPA rapidly using a proven approach.
13:55-14:15 - Service Transformation- using AI
Patrycja Sobera, VP of End User Experience & Vera Faludi, EMEA Service Desk Director, Unisys
'Service desk transformation using AI'
In this session Patrycja Sobera and Vera Faludi will discuss how Unisys has helped multiple clients transform their Service Desks using AI by embracing the automation journey. They will focus specifically on the value of introducing the AI Enterprise Personal Assistant, the Organization Change Management Best Practices which underpin the automation journey’s success and help drive end user adoption.
They will also cover what it means to the operational team structure and skillset enhancement whilst the Service Desk analysts are encouraged to evolve and embrace more complex technical support as AI takes over the easy, repeatable, lower value interactions.
14:20-14:40 - Self-healing
Abhishek Bhattacharya, Global Head, Strategy and Operations, Digitate
'Self-Healing and Autonomous IT – Is it real?'
We have all heard of Autonomous cars, you might have heard of an autonomous desk as well but have you heard of an Autonomous Enterprise? What does it mean to have a closed loop IT system and why is it needed today in enterprises of all sizes? Join this session to learn more...