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Session 507: Agentless Agents: Using AI, NLP, and Machine Learning to Drive Operational Efficiency

Ganesh Iyer (Global CIO & Head of Digital Ops, NIO)

Date: Thursday, April 11

Time: 11:30am - 12:30pm

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Technology, Service Management

Format: Session

Vault Recording: TBD

Audience Level: Fundamental

People-related costs represent one of the highest expenses of any IT department, but improvements in AI, NLP, and machine learning are enabling a much higher degree of automation than ever before. Enabling "agentless agents" to take on the mundane frees up time for the human agents to work on more value-added services. IT organizations can realize savings in labor costs, which can be redeployed to other technology-related expenditures. But while there are clear advantages, there are also demonstrable challenges, such as: lack of personal touch, risk of over-automation, false positives, and personnel-related issues.

In this session, attendees will hear from an industry leader who has deployed meaningful automation techniques to realize the vision of an "agentless agent." Attendees will learn about:

  • Strategies for deploying an "agentless agent" model using ITSM tools (without forgetting the human element)
  • Tips and tricks for improving operational efficiency using IT, and pitfalls to watch out for
  • KPIs for measuring success
  • Ideas for coping with organizational change management