Change is Coming.
James ????O’Toole
Solving problems, building new things and working with high-performing teams.
Our lives are changing very fast.
5 years ago, Tom, Dick and Harry, did not have a Scooby Doo what AI was.
Only tin foil hat wearing SciFi buffs new about this 'AI'.
Now, your fridge, toothbrush and standing desk have it.
AI, will take jobs.
It should.
To push the boundaries of human capabilities.
To force new innovation.
However, it’s not all doom and gloom.
As our next generation will have access to tools we can’t yet imagine.
They will be well equipped to work on 'the new work'.
A limiting thought is to worry about a future event, with the assumption you will only know what you know today.
We learn, and we evolve.
…
Hang on James, this is a Service Management Newsletter!
Where are you going with all of this?
Well, the above underpins the insights I am about to share.
Firstly, the SaaS products you are using, (if they are good ones) are about to go through a make over.
A new standard is here.
And I'm about to tell you what that is.
…
Think back to Siri, in 2011.
What did you use it for?
‘Hey Siri, what’s the weather outside?’
We used it for dumb sh**.
It’s what everyone was doing.
People were distracted by what was in front of them.
They did not see what was actually happening.
We took a quantum leap in AI distribution.
It was put into the hands of everyone (with an iPhone).
And what did we do?
Ask it what the weather was.
…hmm.
The exact same behaviours are taking place with chatGPT.
Albeit the use case, audience and capabilities are slightly different.
We aren’t asking ChatGPT what the weather is, but rather to write content, complete exam questions, and other basic level admin activities.
...
This is the tip of the iceberg.
We are once again looking at what’s in front of us.
Not what’s actually happening.
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Take a step back.
Can you see where this is heading?
…
So, back to this 'new standard?'
Firstly, the future is here.
We’re going to see the introduction of ‘CoPilot’ type solutions and integrations into SaaS.
(CoPilot is a Microsoft Term, but I think it's the most relevant word besides 'AI personal assistant'.)
The tasks you perform within most SaaS applications, are about to be automated,
Or heavily assisted.
This isn’t going to take place in chatgpt.
You won’t have to copy and paste, spend 15 minutes refining everything.
No,
Your apps are going to get smarter.
Much, much smarter.
How is this going to change Service Delivery and Service Management?
What can we expect to see?
Here’s a rundown of my assumptions on the 'New Standard';
Initial triage and response will be delivered by AI
Either your SaaS Apps will evolve with these features, or you can build this yourself.
Customer communication channels will be and should be staged. This means the first interaction is with a personified AI who knows what you know.
This may seem dystopian, but through big data and LLMs, it’s here already.
Proactive customer feedback loops can be performed without large outreach teams.
The configurations which enable the above, can be repurposed for creating feedback loops, and automating the creation of Service Improvement Plans.
Reports are now automated.
Your CoPilot will compile the events from a period, put it into a slide deck, and send it to you and your customers.
Bye bye meeting notes.
Just invite your CoPilot to your meeting, and they take all your notes for you. If they are plugged into your SaaS, they create tasks, assign them and send them out to the attendees.
If you don't have these things, they should be at the front of your mind.
Do not forget this.
…
Don't want to wait for these SaaS companies to evolve?
Want to take this into your own hands?
Have a team of in-house devs ready and capable?
Do it yourself.
Don't wait around.
You can leverage OpenAI APIs today and start to build role specific CoPilots via API integrations.
You present the parameters, build the documentation stack you want to load and the results can be extremely powerful.
Go make something.
Go build it.
Go have fun.
_
If you made it this far, thanks for reading.
I’ll leave you with this funny 1 minute video on the future job of a human, in a world of AI.