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How Artificial Intelligence is helping Support Organisations to Shift Left

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Categorisation:

Category:
People Management , Process Management

Sub-Category:
Self Development , Training & Development , Service Catalogue

 

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Date: 24 Jul 2018, 1:00 pm - 5:00 pm
Venue: Radisson Hotel Sydney, 72 Liverpool Street
Availability: Public
 

How AI is helping Support Organisations to Shift Left

Workshop Overview

The concept of Shift Left has been around for many years, originating in the software testing domain, focused on early testing in the software development lifecycle commonly referred to as, test early and often.
 
In recent years, the term Shift Left is becoming more common in the IT Service Management (ITSM) domain referring to shifting call resolution left along the support chain to level zero or self-service.
 
Whilst all organisations have different cost structures and formulas for calculating cost per call, it is well understood the further left the call is resolved the lower the cost per call and typically the shorter the call resolution time. 
 
 
Advancements in AI and semantic search technologies has made is possible to achieve a step change in self-service for customer service. However there are a number of challenges that must be overcome for an organisation looking to adopt AI to shift their support organisation to the left.
 
In this session, we will discuss the following topics:
  • AI 101 - What is Artificial Intelligence and how to navigate through the hype.
  • AI in Service Management
    • How organisations are using AI to drive business benefits.
  • What is the future of AI?
  • How to prepare yourself for AI, how to get started, and how to avoid the pitfalls.

 

Don’t forget HDAA members receive complimentary seats to HDAA workshops;

  • Platinum members – 6 complimentary seats
  • Gold members – 4 complimentary seats
  • Silver members – 3 complimentary seats
  • Bronze members – 2 complimentary seats

Register online (you will need to be signed in as the member company representative to register for complimentary seats online) or else contact HDAA via email or by phone (1300 130 447) to register directly
 


 Workshop Facilitator

     
   Paul Heath 
   SoapBox AI
   Co-Founder 

   https://www.soapbox.ai/sofi-ai/

 

 

Paul is an experienced technology professional with 18 years' experience in founding and transitioning technology companies to major entities. Paul is passionate about customer success and believes delivering sustainable value for customers is the only way to build a sustainable, properous business.


Workshop Details

Registration:  from 12:30pm (light refreshments will be available from this time)
Workshop:  1pm - 3pm

Networking: 3pm - 5pm (join your industry peers to discuss topics of interest over canapes and drinks)

Venue : Radisson Hotel, 72 Liverpool St, Sydney  Ph: 8268 8888  (just 5 minutes from Town Hall Station)

For more information, please contact HDAA on T: 1300 130 447.

 

Cost:
Non Member: $440.00 (inc GST)

Register