Dan Turchin, Astound he bots are coming… but not to take your job. Learn how and why AI and machine learning are making humans better and how organizations like McDonald’s and adidas are delivering better service today. Astound co-founder Dan Turchin will discuss the future of AI in IT and provide actionable tips that will guarantee your AI initiatives succeed. Key takeaways: How artificial intelligence is impacting IT Why machine learning accelerates shift left strategies How AI and natural language processing (NLP) are used to improve KPIs like MTTR, FCR, cost per ticket, and customer satisfaction How AI-driven automation benefits the entire service lifecycle from provisioning and monitoring to incident, problem, and change management

2. AI and the future of employee service
Dan Turchin | Astound | Co-Founder & Chief Product Officer | @dturchin
ITSM Academy webcast | October 2019

3. • No, really. Why are we here?
• What does it mean to be a
service provider in the era of
automation?
• How will AI-driven automation
impact the next billion
employees?
• What is the future of work?
• What are five ways to ensure
your AI strategy is successful?
Why are we here?
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4. Meta trends impacting IT
• Shifting demographics
• Globalization of the workplace
• Consumerization of enterprise
technology
• Every company is a software
company
“The best CIOs are taking on a more
strategic role beyond technology
implementations. They’re focused on
meeting business needs and
responding to market demands.”
PwC, April 2019
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5. 1. Create compelling technology-
driven employee experiences
2. Use technology to deliver better
business outcomes
3. Use automation to free up
resources for strategic projects
4. Use AI to make better
decisions and automate the
learning process
IT needs a seat in the
board room $22
150
45%
$3
15
38%
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6. Investing in employee experience pays
Companies that invest in employee experience have:
6Confidential
Source: HBR, University of Warwick
2.8x
Higher revenue
per employee
Higher profit
per employee
Higher employee
productivity
Less
turnover
4x 12% 40%

7. Reduce your mean time to delight
In the era of automation, employees expect more than is expected.
“Every time you meet expectations you miss
an opportunity to exceed them. Winning
organizations delight customers.”
“Learn from the automation paradox: when
automation takes over the easy stuff, what
remains is the hard stuff. Doing the hard stuff
well will differentiate service providers in the
future.”
Charlie Betz, ForresterMcKinsey Quarterly
Manual Rules-based AI-driven
Employeesatisfaction
Resolve
Delight
2000 2010 2020

8. The future of employee service
Automate the service lifecycle
Request
Resolve
DiagnoseLearn
• RCAs
• Knowledge gaps
• Upskilling
• Orchestration
• Social validation
• Continuous improvement
• Contextual handoffs
• Trending issues
• Configurable thresholds
• NLP-driven self-service
• Domain-aware intent detection
• Infrastructure-aware service[Catalog | Knowledge]
[IPC | Config][KCS | CSI]
[Orchestration]

9. HowAIisusedinIT
Provisioning
Capacity planning
Incident management
Problem management
Change management
Knowledge mgmt.
Root cause analysis
Monitoring
Remediation
Orchestration
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10. Four common use cases
10
Add a layer of intelligence to the service lifecycle
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4
1
2
3

11. Billions [more] served… thanks to AI
Automation reduces downtime… for two million employees in 40,000 restaurants.
“We started using AI to route tickets and within
weeks it automated our manual process. It saved
us $3M in the first year. We have big plans for AI!”
Joel Eagle
McDonald’s Sr. Director
Technology & Architecture
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12. Innovative apparel… thanks to AI
Better internal service means better products… faster.
“Nobody used our service portal before Astound. It
was too complicated. Now, employees use Astound
Answers to get service first. It’s better than calling
the help desk!”
Tom Boates
adidas Sr. Director
IT Service Management

13. AI in the enterprise
The “Four Vs” maturity model
L1: Vision L2: Validation L3: Value L4: Velocity
• Autonomous request
resolution
• Automated closed loop
change management
• Data-driven predictive
analytics
• Request auto-assignment
• Contextual
recommendations for live
agents
• AI-driven dashboards to
visualize automated
interactions
• NLP-driven self-service
assistance
• AI-driven curated knowledge
content
• AI-based agent performance
management
• Scripted workflows to
resolve top X issue types
• NLP-driven collaboration
for internal triage teams
• AI-driven integration
across service artifacts
Maturity
Representativebehaviors
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14. How to achieve L4 maturity
Five best practices
1. First, make humans smarter.
2. Define source data and KPIs with business stakeholders.
3. Share the vision and demonstrate leadership support.
4. Cut the cord.
5. Train. Measure. Reward.
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15. 1. How will the role of IT change
in the next five years?
2. What is your strategy for
improving the employee
experience?
3. How do you measure service
quality?
4. How can leaders educate their
teams about the benefits of AI-
driven automation?
The future of work
Discussion questions
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16. Confidential
Further reading

17. The pace of innovation has never been
faster than it was yesterday and it will
never be slower than it is today.
“

18. Questions?
18
astound.ai | @astound_ai | info@astound.ai
Dan Turchin | 650.533.0918 | dan@astound.ai | @dturchin