mattberan.bsky.social
Political activitist and IT nerd. I connect ideas and people to form innovation and positive change.
818 posts
330 followers
127 following
Discussion Master
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Q: ROI- how are you demonstrating?
A: it’s expensive because we just started building. What we build on top of it, we will continue to reduce the overall costs.
#SWL25
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Q:what info should I bring to legal and cyber to make this go faster?
A: are you going to train models? Where are you going to store it? How secure is it? Then they will have more questions beyond that.
#SWL25
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Q: what systems does it have access to? Does it see the cash register.
A: we are PCI controlled, but really we’re trying to solve any blind spots. We cannot even tell if they have internet yet.
#SWL25
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Q: can it train new hires and be a SME to free up valuable resources?
A: they aren’t using it this way. #SWL25
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Q: can the bot communicate outages with customers?
A: yes.
And it updates IVR
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Want to match callers to agents that get along together.
Major Incident detection.
Problem diagnosis.
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Future plans and dreams.
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Expectations vs reality.
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More data cleanliness stuff. #SWL25
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Love that it’s also about employee experience. #SWL25
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Org change was pretty easy.
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A great example of how clean your data needs to be to leverage this kind of tech.
Resetting the wrong users password.
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Issue with GenAI right at the beginning. #SWL25
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Using GenAI for outbound validation. See the ghost calls column on previous slide. #SWL25
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Wendy’s already had an AI committee which helped speed things up!
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Start the project with legal and compliance. They are 80% of the battle.
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Some steps for a project like this with no experience…
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Sounds like their knowledge base was already in a rough spot too. They were training people keywords to use and the AI removed that need.
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They are using AI to improve pick up time, handle admin tasks.
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20 mins to 15 min AHT was process improvement.
15 to 10 is what AI is doing. #SWL25
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First off, there are no tiers. The help desk handles 80-90% of all calls without reassignment. #SWL25
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Next up: early learnings using GenAI in Help Desk service at Wendy’s with Accenture. #SWL25
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Allies tasks.
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Orgs steps you can take. #SWL25
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Individual actions you can take. #SWL25
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If these don’t work at your organization, do it OFF. THE. RECORD! #SWL25
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Some solutions to start off. You can’t get what you don’t ask for.
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The flip side. With disparity, we see negatives. #SWL25
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Diversity as a competitive advantage!
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Diversity as a competitive advantage!
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Allies need to keep women close and safe as possible. #SWL25
You do business with people you know, like and trust.
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New thing to watch out for: AI Bias.
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Shout out for pay transparency- something that levels the playing field.
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Women make 17% less.
So obviously they should be execs to save the company money.
#Sarcasm
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Look at the tenure stat here.
This is a huge opportunity for enlightened businesses to gain competitive advantage #SWL25
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Shout out NCWIT! #SWL25
Powerful data!
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Mostly hopeful graphic here. #SWL25
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A quick history recap with Lovelace, Hopper et al
Anybody here learn COBOL?
Four raised hands!
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We were raised in a male dominated home, and we were told we could do anything in the world, but there are some things we shouldn’t do.
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Next up Vikki Rogers with the stories of women in tech.
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Question: how do you change perceptions when IT is already the department of NO.
Joe:
Add them to your team!
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Next up is a panel on XLAs and experience. I’m the mic runner so I won’t share much. But:
Great story about multiple vendors being held to an experience level and if they meet it collectively- they won’t re-bid their contracts so the vendors worked together to hit them.
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The room has devolved into a discussion and conversation about AI use cases what is needed and what’s valuable.
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Great point here.
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Interesting point that IT wasn’t designed to deliver experiences. It was designed to control, secure and make technology cost effective.
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Surveys with low response rates: STOP SENDING THEM.
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She starts by talking about her mistakes and errors.
Already awesome.
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Second up: Katrina Macdermid and how AI will make bad experiences spread worse!
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A lot of his research had source only- no dates so the fact checking would be too much.
That being said, I think I had really high expectations.