AI is no longer just a technology tool, it is becoming part of the workforce. In this episode, Luigi Ferri explores why AI represents a workforce transformation rather than a technology project, and how CIOs, CISOs, and business leaders must rethink governance, digital workers, AI leadership, cybersecurity, and Enterprise Service Management to successfully manage hybrid human-AI teams.
In this episode, we answer to:
Why is AI a workforce transformation rather than just another technology implementation?
How should CIOs and CISOs govern and manage digital workers alongside human employees?
What leadership, governance, and cybersecurity challenges emerge when AI agents become part of the workforce?
Resources Mentioned in this Episode:
ServiceNow website, article "Autonomous Workforce", link https://www.servicenow.com/platform/autonomous-workforce.html
Atomicwork website, article "The AI Workforce: What it actually is and how to make it work for your service teams", link https://www.atomicwork.com/itsm/ai-workforce-guide
Digital Workforce, article "Business Automation. Orchestrated.", link https://digitalworkforce.com
NICE Cognigy website, article "AI Agent Examples and Use Cases for Enterprise Contact Centers", link https://www.cognigy.com/ai-agents/examples-ai-agents
DOMO website, article "Customer Support AI Agents: What They Are and How to Build Them for Best Results", link https://www.domo.com/blog/customer-support-ai-agents-what-they-are-and-how-to-build-them-for-best-results
IBM website, article "Better customer service with AI agents", link https://www.ibm.com/think/topics/ai-agents-in-customer-service
Torq website, article "The Economics of an Agentic SOC: How AI Reduces Security Operations Costs", link https://torq.io/blog/economics-agentic-soc/
KuppingerCole website, article "The Emerging AI Security Operations Center (SOC)", link https://www.kuppingercole.com/research/lc81057/the-emerging-ai-security-operations-center-soc
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Website: http://www.theitsmpractice.com
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Credits:
Sound engineering by Alan Southgate - http://alsouthgate.co.uk/
Graphics by Yulia Kolodyazhnaya
