LOGIN
NEWSLETTER SIGN-UP
JOIN HDI
CONNECT

Revolutionizing Service and Support: Exploring the Possibilities of Artificial Intelligence and Generative AI in 2024

Revolutionizing Service and Support: Exploring the Possibilities of Artificial Intelligence and Generative AI in 2024

with Ken Gonzalez , Phyllis Drucker , , Michael Hanson
Tuesday, Jan 23, 2024

 

Join us for an enlightening discussion that delves into the transformative realm of artificial intelligence (AI) and generative AI in the context of technical support and service management. Tailor made for the seasoned specialist and the curious generalist, this session promises to unravel the possibilities and potentials that lie within these cutting-edge technologies.

On January 23, Join HDI and Freshworks on January 23rd to learn about the core principles of AI and its role in reshaping traditional technical support and service management paradigms. In this panel discussion, you will explore advanced use cases where AI is being leveraged to automate complex service management processes, and dive into some real-world success stories where organizations have successfully integrated AI and generative AI into their technical support and service management workflows.

Register Now!

 

About Our Speaker(s)

kengon
Ken Gonzalez
Senior Director, Product Marketing
Ken Gonzalez, often known by his nickname “kengon,” is a seasoned technology professional and internationally recognized expert in IT service management. Having spent just over six years at Gartner, he has worked as an analyst and advisor, helping business executives, technology leaders, and their direct reports develop innovative resolutions to their most pressing issues/concerns. He brings a wide range of interests and life experiences to his work, taking a multidisciplinary, people-centric, value-based, results-focused approach.
PhyllisD4205
Phyllis Drucker
Senior Consultant
Phyllis Drucker is an ITIL® certified consultant and information leader at Linium. Phyllis has more than 20 years of experience in the disciplines and frameworks of IT service management, as both a practitioner and consultant. She has served the itSMF USA and HDI since 1997 in a variety of capacities including volunteer, speaker, board member, and operations director. Since 1997, Phyllis has helped to advance the profession of ITSM leaders and practitioners worldwide by providing her experience and insight on a wide variety of ITSM topics through presentations, whitepapers, and articles and now her book on the service request catalog, Online Service Management: Creating a Successful Service Request Catalogue (International Best Practice). Follow Phyllis on Twitter @msitsm.
mhanson0
Michael Hanson
Vice President, IT Support Operations
Michael Hanson is a seasoned leader with over 35 years of experience in the IT Service and Support industry. He is currently the Vice President of IT Service & Support Operations at Velera, a leading financial services company. Michael specializes in building high-performance support teams and driving continuous improvement across operations. He has managed diverse and global teams, successfully leading initiatives to enhance service delivery and optimize support functions worldwide. Michael holds certifications in continuous improvement, ITIL, and is a HDI certified Service Center Director. He earned his BS in Technology Management and is a frequent speaker at industry conferences. As an author and thought leader, Michael shares insights on best practices in IT support, leadership, and operational excellence.

Sponsored by