2026 Schedule

Agentic AI promises to transform Service Management...from automating tickets to proactively resolving issues and orchestrating workflows. But technology alone will not guarantee success.

The critical but overlooked success factor? How humans communicate with AI.

Most projects obsess over technical requirements, integrations, and governance...even though it is user acceptance and adoption that actually determine whether or not a project is successful.

In the case of Agentic AI, adoption can falter when users treat AI dismissively, bark commands, or don't trust its recommendations. How do we address behaviors, shaped by decades of IVRs and early assistants like Alexa, so they do not derail an otherwise well-built Agentic AI initiative?

This session reframes communication as a project requirement. We'll explore how generations approach AI differently, why cultural conditioning matters, and what leaders must do to retrain humans - not just machines - for conversational, collaborative interactions. Because in Service Management, project success isn't just about building Agentic AI. It's about building trust and communication patterns that unlock its full potential.

Takeaway

1. Identify non-technical project requirements that influence successful Agentic AI adoption.
2. Understand how user communication patterns can make or break AI initiatives.
3. Recognize generational dynamics (Boomers to Gen Z) that can influence adoption.
4. Incorporate user training, change management, and cultural alignment into project success criteria.
5. Position Service Management leaders as custodians of human-AI trust and collaboration.