sure, you can’t go anywhere and still, and it’s been a couple years now, you can’t go anywhere in tech and not talk about generative AI or AI in general, in fact.
And it really has been an incredible opportunity to use a new tool to help our business, businesses progress and help technology be more efficient as well. And it really does transform the way we’re working, so we can be better at our meeting our clients needs and moving faster.
And all those aspects and everything, everything you read at you know we’re I think what we were lucky about is our CEO, Kevin strain was really keen right from the start that we understand the technology and understand how it could be used.
And one of the very first things we did was to create a safe and secure internal chat bot. We call it sunlight pass. It’s got well over a million queries. We’re seeing over 20,000 visits to beat. And employee. Employees are using it for a whole variety of tasks.
I love what they’re using it for. I’m less concerned about what they’re using for other but I what I’m thrilled about is people are using it, and they’re starting to understand what this technology is capable of. And to me, that’s the most important thing.
Sure, people have used it to build scripts for videos. They’ve used it to analyze reports. In some case, people have used it for coding, even though we have, you know, copilot for GitHub.
But we are actually finding that it’s the learning and understanding of it that is really perhaps the most valuable thing, and we’ve provided training to all our employees around AI and generative AI.
Again, that’s more from the point of view of if all the employees understand the capabilities and what the potential of this technology is, then we have all those different ways that we might be able to innovate.
In fact, in 2024 just last year, we were recognized by CIO awards Canada for our innovation with some like that. Yeah, but we’ve, you know, we’ve taken it. We have, we have a Gen AI Iris, our chat bot, which is helping our Service Desk support our employees.
So that’s our internal IT help desk, so it’s actually able to answer about 80% of employee queries, which reduces, for those 80% of queries, the resolution time from 12 to two minutes. And that’s where we’re really starting to test and learn in a real environment with agentic AI.
So the intent is that IRIS will be able to do everything that the Service Desk can do in terms of those simple asks, and, you know, order a new phone, order a new screen, reset passwords.
Of course, that’s been around for a while, but it’s, it’s been really helpful, and because of that, we now have saw squads. Jenny I squad seated in each of our business groups, and they have a big, long backlog of things that they’re they’re working through.
So our employees are have been so enthusiastic that they actually organize themselves into functional a multi function team to actually have set our guardrails. So up until now, we have not had Gen AI interact directly with clients.
We’ve always kept the people in the loop, and that was one of the first guardrails. And of course, there’s guardrails around data, there’s guardrails around privacy, there’s guardrails around new technologies, but they’ve also allowed us to go fast with certain types of Gen AI.
So Chatbot is a good one, we now have the ability to build, in a matter of days, a chat bot that can be based on any knowledge base. And so because we can do that, you can imagine, there’s literally backlogs.
And I would say probably we now have 10s of these that are live, and hundreds in backlogs, because, for example, one of the first ones we did was the HR policies and procedures. How many times have you wanted to know?
Oh, you know, what’s the limit for, I don’t know, lunch for two colleagues when you’re doing the coaching session. Well, now you can put that in and immediately get an answer, rather than having to find the email, where is that linked? Policy, etc, etc.
So, so that proved really useful. It proved useful in different contact centers for different types of you know, when we have complex knowledge bases and and again, those are just evolving to be more and more sophisticated.
And so that safe adoption is something that we’re really focused on as well and as part of the training, and has been part of the guardrails that people have have put in place, that they actually self organized and realized as employees.
If we don’t do this safely, we’re not going to be able to be effective at it. So that’s probably our biggest learning, is involve, involve the and help entice the broader team into understanding the capabilities of the technology.
And then the other one that we’re really thinking a lot about now is change management. So there’s a good portion of our employees who just immediately embrace Gen AI. They love it. They want to use it for all sorts of things. But that’s not everybody.
So you really need to think about, how do you manage through some of the change for some of our employees? And of course, that helps with the communication, leader, advocacy, great stories and testimonials.
So those are, those are some of the, those are some of the things that we’re we’re doing, but it’s, yeah, and don’t be afraid to fail. We’ve worked a lot on that. Don’t be afraid to fail. Pivot and, yeah, you know, move Unknown Speaker forward.
