To my friend Maria: artificial intelligence is here to make you more human

Maria Delarosa: more human than ever thanks to AI

This is a story about Maria. She works in a call center in the Philippines. Maria helps John Deere’s 60,000 global employees reset passwords and upgrade to the latest version of Microsoft Office twenty times a day.

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Using AI and machine learning to accelerate digital transformation

  The importance of IT’s role as a technology/business liaison has never been greater. Business leaders not only expect IT to provide technology leadership, but also to connect technology with business priorities. Transforming the workplace Digital transformation is not only about the optimization of externally facing customer interactions, it’s also about improving internal processes. MIT[…]

Virtual agents: where’s the real value for IT?

Virtual agents: where’s the real value for IT? Virtual assistants like Siri, Alexa and Google Assistant are becoming mainstream for consumers. Soon, they will be for business users as well. Two key questions remain unanswered: How can IT be prepared? Where do virtual agents add value in the IT service delivery lifecycle? According to the[…]

Employee self-service: make your voice heard!

Employee self-service: make your voice heard! As I discussed in an earlier blog (Applied vs. Generalized Artificial Intelligence: what’s the difference and why it matters for enterprise IT), all AI is not created equal. Just as applied AI is currently delivering more business value than generalized AI, natural language processing (NLP) is a key differentiating[…]

AI-driven service automation: the future of IT

In recent years a strong emphasis has been placed on IT moving away from making technology decisions for IT’s sake alone, which many would agree was long overdue.   As discussed in my previous blog (“Three common practices that help IT earn employee trust“), as enterprises digitally transform business processes, IT must also evolve its[…]

Three common practices that help IT earn employee trust

  Companies are relying on modern technologies to transform the way they build products, manage supply chains, and customer relationships. IDC expects that 2/3 of all CEOs will include Digital Transformation (DX) in their biz core strategy this year. As enterprises digitally transform business processes, IT must also evolve ITSM technologies and best practices. Leveraging manual workflows[…]