The future of AI in IT - Dan Turchin - SFHDI - March 2017

THE FUTURE OF AI IN ITDAN TURCHIN | MARCH 2017 | HDI BAY AREA CHAPTER

KEY QUESTIONS1. WHY ARE WE HERE? 2. NO, REALLY. WHY ARE WE HERE? 3. WHERE HAVE WE BEEN? 4. WHERE ARE WE HEADED? 5. HOW WILL WE KNOW WHEN WE

GET THERE?

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3

THE RISE OF AIBY THE NUMBERS

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“Bots are the new apps.”

“AI is the new UI.”

“Conversation is the new UX.”

19561

6B2

62%3

20%4

75%5

T H E E N D O F T H E W O R L D A S W E K N O W I T ?

… O R T H E D AW N O F A N E W R E L AT I O N S H I P W I T H M A C H I N E S ?

WORK.NOUN /WƏRK/

“ACTIVITY INVOLVING MENTAL OR PHYSICAL EFFORT DONE IN ORDER TO ACHIEVE A PURPOSE OR RESULT.”

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REDEFINED.“THE FUNDAMENTAL NATURE OF WORK WILL CHANGE MORE IN THE

NEXT TWO YEARS THAN IT HAS IN THE PAST 200.”

– A N D R E W N G

“Worrying about the AI apocalypse is like worrying about over-population on Mars.”

H O W I S A I A P P L I E D I N I T T O D AY ?

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• A S K Q U E S T I O N S • S U B M I T I N C I D E N T S • R E Q U E S T G O O D S A N D S E R V I C E S

• R E L AT E D I T E M S • R E C O M M E N D E D E X P E R T S • A U T O - A S S I G N M E N T

• R E D U C E M T T R • I M P R O V E S E R V I C E Q U A L I T Y • E L I M I N AT E E X P E N S E L E A K S

Requester

Fulfiller

Manager

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Fulfiller assistance

Virtual agent

Decision engineData modeling

Predictive analytics

Auto-mapping

THE BOTS ARE COMING…

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…TO SAVE YOUR JOB.

C O N V E R S AT I O N A L I N T E R A C T I O N

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“Show me all my open tickets.”

R E Q U E S T M A N A G E M E N T

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I need to order an iPhone for Mary Weathers.

F U L F I L L E R A S S I S TA N C E

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(3)

97% | INC0012885 | Robin Grotz | Can’t add a node to the storage cluster | Medium

89% | INC0012972 | Tyler Osterby | Storage cluster failing to restart after upgrade | High

77% | INC0012723 | Robin Grotz | Web UI slow when adding a node to SAN 001 | Low

P R E D I C T I V E A N A LY T I C S

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Neva

Neva

Neva dashboard

Fulfiller assistance

Neva dashboard

RCT pro tips

7% 3%Entity bubble chart Top categories past 7 days

Virtual agent sessions

ACCURACY FREQUENCY

AI IN THE SERVICE HEALTH LIFECYCLE

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Monitoring

Provisioning

Capacity planning

Incident Mgmt.

Problem Mgmt.

Change Mgmt.

Orchestration

Remediation

Root cause analysis

Knowledge Mgmt.

WHY IS AI APPLIED TODAY IN IT?

• REDUCE DOWNTIME

• REDUCE MTTR

• IMPROVE CUSTOMER SATISFACTION

• REDUCE COST PER TICKET

• MAKE IT MORE STRATEGIC

• IMPROVE BUSINESS OUTCOMES

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F U R T H E R R E A D I N G

DISCUSSION QUESTIONS1. THREAT? OPPORTUNITY? BOTH? 2. HOW WILL AI BENEFIT IT? THE

BUSINESS? 3. WHAT SHOULD IT LEADERS DO

TODAY TO PREPARE FOR THE FUTURE?

4. WHY ARE YOU BETTER THAN A BOT?

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T H E F U T U R E O F A I I N I T

H T T P : / / N E VA . A I | I N F O @ N E VA . A I | @ N E VA _ A I

6 5 0 . 5 3 3 . 0 9 1 8 | D A N @ N E VA . A I | @ D T U R C H I N