Revolutionizing Service and Support: Exploring the Possibilities of Artificial Intelligence and Generative AI in 2024

with Ken Gonzalez , Phyllis Drucker , Josh Streets , Michael Hanson
Tuesday, Jan 23, 2024


Join us for an enlightening discussion that delves into the transformative realm of artificial intelligence (AI) and generative AI in the context of technical support and service management. Tailor made for the seasoned specialist and the curious generalist, this session promises to unravel the possibilities and potentials that lie within these cutting-edge technologies.

On January 23, Join HDI and Freshworks on January 23rd to learn about the core principles of AI and its role in reshaping traditional technical support and service management paradigms. In this panel discussion, you will explore advanced use cases where AI is being leveraged to automate complex service management processes, and dive into some real-world success stories where organizations have successfully integrated AI and generative AI into their technical support and service management workflows.

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About Our Speaker(s)

Senior Director, Product Marketing
Ken Gonzalez, often known by his nickname “kengon,” is a seasoned technology professional and internationally recognized expert in IT service management. Having spent just over six years at Gartner, he has worked as an analyst and advisor, helping business executives, technology leaders, and their direct reports develop innovative resolutions to their most pressing issues/concerns. He brings a wide range of interests and life experiences to his work, taking a multidisciplinary, people-centric, value-based, results-focused approach.
Senior Consultant
Phyllis Drucker is an ITIL® certified consultant and information leader at Linium. Phyllis has more than 20 years of experience in the disciplines and frameworks of IT service management, as both a practitioner and consultant. She has served the itSMF USA and HDI since 1997 in a variety of capacities including volunteer, speaker, board member, and operations director. Since 1997, Phyllis has helped to advance the profession of ITSM leaders and practitioners worldwide by providing her experience and insight on a wide variety of ITSM topics through presentations, whitepapers, and articles and now her book on the service request catalog, Online Service Management: Creating a Successful Service Request Catalogue (International Best Practice). Follow Phyllis on Twitter @msitsm.
Josh Streets
CEO & Founder of Scoreboard Group
Josh Streets lives life with one purpose, “To bring out the best in people and their businesses.” He is a trusted advisor to executives and organizations around the country regarding contact center, operations, technology and leadership performance. Josh is an entrepreneur, consultant and mentor whose firm works with clients on a range of projects focused on contact centers, operations, technology, customer experience and leadership. Josh learned the importance of high performing leadership and honed his business skills early by serving in Fortune 500 senior leadership roles over the course of nearly two decades before creating Scoreboard Group Consulting. Since 2015, they have worked with medium and major sized companies on strategic business performance projects. Along with finishing his upcoming book ‘Fix the Root, Get the Fruit’, Josh spends a great deal of time traveling with his family and also serves the needs of several non-profit organizations or causes.
Manager, IT Service Desk
Michael Hanson has many years of experience with IT leadership, having managed several different aspects of technology over the past 30 years. Today, he serves as the IT Service Desk Manager for PSCU. He has been involved with HDI for many years, as both a local chapter officer and as a past chair of the HDI Desktop Support Advisory Board.

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