AI Means Business: A Panel Discussion on Modernizing Knowledge Management

with Chris Payne , Mary Frances Coryell , Doug Tedder
Tuesday, Feb 23, 2021


While it’s still early days for artificial intelligence (AI), it’s clear that AI means business. In a June 2020 study conducted by Omdia, researchers found that more than 50% of respondents had deployed or were planning to deploy AI in five of seven business categories, including IT and customer service, over the next 12 months. Predictive analytics, robotic process automation, voice speech recognition, workflow automation, intelligent CRM, deep learning, chatbots – these are all AI-enabled technologies that may well be in your future, if they aren’t already realities in your present. It’s clear, confidence in AI is growing, and there are tangible benefits to be gained: cost savings, operational efficiency, revenue growth, better customer experience, and more. But how can you take advantage of these opportunities? What will it take to gain leadership buy-in?

In this panel discussion, HDI’s Doug Tedder, Indiana Universty’s Chris Payne, and’s Mary Frances Coryell will focus in on one of the most common applications of AI in service and support – chatbots – and the implications for both knowledge management and self-service. Chris will share some of the research Indiana University has conducted on their knowledge management journey, highlighting successful deployment of AI-enabled processes and solutions. Together, we’ll explore the landscape of AI in 2021, as it relates to technical support and service management, and we’ll answer your questions, too.

We'll cover:

  • The role of knowledge management and self-service in today’s service and support organizations
  • The importance of having a “knowledge culture”
  • How to train your chatbot (or how to enable it to train itself)
  • The challenges to AI (data security, accountability, ownership, etc.)
  • The benefits of AI for customers and support staff
  • And much more!

View the Webcast Recording

AI Means Business: A Panel Discussion on Modernizing Knowledge Management

About Our Speaker(s)

Adjunct Instructor & Manager of QA, Training, and Knowledge Management
Chris Payne manages the Quality Assurance, Training and Knowledge Management teams in the UITS Support Center for Indiana University and previously managed the UITS IT Training program for more than 15 years. With over 30 years of experience spanning instructional design, training development, and teaching, Payne acquired extensive skills in leadership, team-building, and financial and project management. Payne continues to teach as an Adjunct Faculty member for the O'Neill School of Public and Environmental Affairs (SPEA) at Indiana University.
VP of Business Development and Partnerships
Mary Frances Coryell is the Vice President of Business Development and Partnerships at, the leading provider of AI chatbots for higher education. Coryell has played a critical role in launching ed tech startups and healthcare solutions, including, where her more than 20 years of experience leading sales organizations contributed to accelerated and sustained growth. Coryell’s affinity for innovation and early adoption of new technology connect stakeholders with insights in a way that consistently delivers enterprise-wide solutions that support their key objectives.
Owner and Principal Consultant

Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT governance consulting practice. Doug is a strategic, innovative, and solutions-driven service management professional with more than twenty five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM processes, focusing on value delivery and organizational transformation.

Doug is a Fellow in Service Management (FSM), an ITIL Expert and v2 Service Manager, and a certified ISO/IEC 20000 Consultant Manager. He holds all of the ITIL Capability certificates, and he’s a certified ITIL Foundation trainer. As an active volunteer within the ITSM community, Doug is a frequent presenter at industry user group meetings, webinars, and conventions. He is also a former president of itSMF USA. Follow Doug on Twitter @dougtedder.

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