Name: AI and the IT Service Desk: Trends, Challenges, and Future Directions
Start: 2024-08-29T16:00:00Z
End: 2024-08-29T16:00:40.000Z
Location: BrightTALK

Kore.ai pioneered the creation and adoption of AI-native virtual assistants by enterprises across all industries and regions. Over the years, Kore.ai has emerged as the trusted advisor and preferred technology provider to automate conversational interactions for its Global 2000 customers.Kore.ai’s conversational AI product portfolio has and will continue to transform enterprises by delivering delightful customer and employee experiences with unmatched contextual intelligence.

Join our channel to learn how Kore.ai is helping its customers accelerate their digital transformation journeys to affect both top and bottom-line.


Gartner predicts that over 40% of agentic AI projects will be canceled by the end of 2027. Despite growing enterprise investment and promising pilot results, many initiatives struggle to scale, due to escalating costs, unclear value realization or inadequate risk controls. The result? Technical debt, fragmented architectures, and limited business impact.
This webinar is designed to help IT and AI leaders avoid those pitfalls by understanding the critical aspects of a successful Agentic AI ecosystem. You’ll gain insight into how to build systems that are scalable, interoperable with your existing tech stack, and optimized for value realization across the enterprise.

This session will offer a clear, end-to-end blueprint of what a winning Agentic AI Architecture looks like, equipping you with the insight and practical guidance to translate your agentic vision into enterprise-grade execution.

What we’ll cover:
-Key shifts in Enterprise AI Adoption
-Why Agentic AI Projects Fail: Lessons from the Field
-The Blueprint for Enterprise-Ready Agent Architecture

What you’ll learn:
Learn how to design enterprise-grade agentic systems that are scalable, interoperable, and drive measurable business outcomes.

Scaling with Confidence: The Agentic AI Blueprint for Enterprises

Gain actionable insights on AI agent performance with an AI analytics dashboard walkthrough and practical examples of improving efficiency and reducing costs.

From Agentic AI Insights to Action: AI Analytics for AI Monitoring & Optimization

Agentic AI promises a new frontier in enterprise automation where AI agents can make decisions, perform tasks, and improve over time. But hype has outpaced clarity. Many organizations conflate basic copilots with true agentic systems and stall when asked to move beyond pilots to production. The truth is: not every use case needs a fully autonomous agent. For most, the smart path lies in adopting ‘agent-ish’ systems, where agentic capabilities are embedded into structured flows and orchestration logic. As maturity grows, so do the stakes: integration, governance, ROI alignment, and platform choices get harder, not easier. Join guest speaker, Forrester Principal Analyst, Leslie Joseph, and Murali Raghuram, SVP Product Management at Kore.AI, as they cut through the confusion and offer a pragmatic guide to navigating the agentic AI landscape without falling for the buzzwords.

In this webinar, you will learn:
-How to distinguish copilots, agent-ish systems, and true AI agents
-When full autonomy helps—and when it hurts
-How to roadmap agentic adoption with business value in mind

Mind The Gap: Fulfilling The Promise Of Agentic AI

In this upcoming session of AI Activations, AI evangelist Cobus Greyling is joined by Cathal McCarthy, Chief Strategy Officer at Kore.ai, for an in-depth conversation on how enterprises can drive AI transformation at scale. Drawing from decades of experience leading strategy at multiple Fortune 500 companies, Cathal will share how his approach to deploying enterprise AI solutions reshapes customer experience, automation, and operational agility.
Together, they’ll explore the shift from hype to impact, reveal what it takes to move from isolated AI pilots to business-wide value, and discuss how companies can reimagine employee and customer journeys with agentic AI. From aligning executive stakeholders to building AI-native enterprises, this conversation offers a strategic roadmap for turning disconnected AI use cases into a unified, enterprise-wide force for innovation.

Key Topics
 • From strategy to execution: Lessons from leading AI across Fortune 500s
 • The evolution from guided to agentic autonomy in enterprise AI
 • Unifying disconnected AI efforts across CX, HR, IT, and operations
 • Executive alignment: bringing CIOs, COOs, CROs, and CXOs to the table
 • Key takeaways from Kore.ai’s re:imagine conference and what’s next in AI-first transformation

Strategic Shifts: Aligning AI Around Business Value

In this upcoming session of AI Activations, AI evangelist Cobus Greyling is joined by Veeru Teki, Senior Architect of IT Business Systems at AMD, to dive into AMD’s real-world journey with generative AI. The two will explore a set of compelling internal use cases, including HR transformation, onboarding flows, and talent development. Veeru will also explain what could be next for AMD including the move toward agentic AI and highlight the opportunities ahead for smarter, connected business processes. From guided to orchestrated to fully agentic autonomy, this discussion will offer a front-row seat to what AI at scale really looks like inside a major enterprise.

Key Topics
• Real-world internal AI use cases at AMD, including HR and IT
• The evolution from guided to agentic autonomy in enterprise AI
• Connecting onboarding, employee data, and talent development with AI
• How AMD is leveraging its own hardware and GPUs for internal AI solutions
• Lessons from the Kore.ai re:imagine conference and what’s next for AMD’s AI roadmap

An AI Journey and Agentic Future with AMD

AI investments are everywhere, but enterprise value isn’t. Many organizations have disconnected pilots, isolated tools, and governance gaps that stall momentum. It’s time to move beyond AI islands.

Join Cathal McCarthy, Chief Strategy Officer at Kore.ai, and Nick Clark, Partner and Associate Director at Boston Consulting Group, for a candid, 30-minute fireside-style conversation unpacking the findings of their joint white paper: Beyond AI Islands.

In this no-slides, no-moderator format, Cathal and Nick dig deep into what’s holding enterprises back and what it takes to scale AI with purpose. Together, they explore:

-The real reasons AI pilots stall and how to overcome “pilot fatigue”

-Why platform thinking, not point solutions, is the new blueprint for scale

-How to reframe governance as a design principle, not an afterthought

-The smart way to approach build vs. buy decisions

-What it takes to drive adoption across teams, tech, and leadership

Beyond AI Islands

Learn how real-time testing, fine-tuning, and monitoring optimize AI models for production-grade performance through a live evaluation session and interactive Q&A.

Elevate Your AI Agent Game – Introducing the Evaluation Studio

Voice interactions with brands over the phone can make or break the user experience. In episode three, Roger Kibbe, Head of Conversational AI Developer Relations at Samsung, joins Cobus and Nick to discuss mobile interactions and how the UX landscape has evolved in a post-app world.

Key Topics:
-AI on the Phone: What is the consumer experience?
-Reinventing UX: Dynamic UI and the future of AI-driven mobile UX
-The Future of Apps: How will app experiences evolve?
-Ownership of Interaction: Will AI take control of UX, or will users retain it?

AI Agents, Mobility, and the Post-App Era

Explore how multi-agent AI applications go beyond traditional RPA, with a live demo and expert insights on orchestrating workflows for smarter, non-linear processes.

The Future of RPA: Reinventing RPA Workflows with AI Agentic Apps

Learn how IT Assist, leveraging GenAI, streamlines the IT support process from providing self-serve solutions to guiding employees through incident creation when necessary. This webinar will showcase how GenAI enhances user experience by summarizing troubleshooting steps and facilitating a smooth transition to incident reporting, ensuring issues are resolved promptly and efficiently.

Key Topics:
- Empowering Users with Self-Serve Solutions
- Smooth Transition to Incident Reporting with context already built-in
- Success Stories and Operational Efficiency Gains

From Self-Help to Incident Creation: IT Assist and GenAI in Action

Understanding the difference between AI agents and supervised workflows is critical to staying ahead. In this episode of AI Activations, Cobus and Nick join Michal Stanislawek, CEO of Utter.one, to break down how enterprises can navigate AI adoption, ensure human supervision, and apply real-world lessons from generative AI.

Key Topics:
-AI Agents vs. Supervised agentic workflows
-The future of conversational design 
-Real-world lessons learned from generative AI

AI Agents and The Spectrum of Agency

As enterprises embrace AI, the challenges lie in integrating complex systems, making informed decisions, and ensuring compliance. How can businesses streamline operations and scale efficiently?

This webinar explores the transformative potential of autonomous AI agents in enterprise workflows. Learn how these agents overcome the limitations of traditional RPA and AI tools, providing actionable strategies to optimize processes and drive innovation.

What we’ll cover:
- The role of autonomous AI agents in modern enterprises.
- Key challenges in integration, decision-making, and compliance.
- How to streamline domain-specific workflows with AI.
- Real-world examples of AI-enabled efficiency gains.

What you’ll learn:
Gain actionable insights to enhance your organization’s workflow automation, overcome system limitations, and unlock new levels of operational efficiency.

From Chaos to Clarity: Making AI Agents Work for Enterprise Processes

We will explore how multi-agent process automation enables faster, smarter outcomes for enterprises. You'll walk away with actionable insights to kickstart 2025 with agentic AI for effective workflow automation.

Harness Agentic AI: Move from Complex to Smart Workflows

In this inaugural episode, Cobus is joined by Carlos Merida Campos, AI leader at Banco Sabadell, to discuss their AI predictions for 2025, navigating AI trends in regulated environments, tackling banking challenges, and implementing innovations like virtual assistants and speech analytics to transform customer experiences. 
Don’t miss the opportunity to stay ahead of the curve with leaders driving the AI revolution.

Key Topics:
- AI Agents: Reflecting on the Past, Exploring Alternatives & Shaping the Future
- Agency in Software & Autonomous Execution of Tasks
- Specialised Models & Task Specific Model Orchestration & Behaviour
- AI Agents as the OS for Embodiment

AI Trends to Watch in 2025: Emerging Technologies, Industry Shifts & What's Next

AI Democratized: Supercharge Growth with AI Chatbots

Explore how Generative AI is transforming recruitment in this on-demand webinar. Gain insights into AI-driven tools that enhance candidate sourcing, automate resume screening, and streamline interview scheduling—promoting a more efficient and unbiased hiring process. Hear from industry experts about the latest advancements in Generative AI and practical strategies for integrating these innovations into your recruitment approach. Learn how to attract top talent, reduce bias, and build a more inclusive workforce.

Part of HR.com's The Future of AI and Recruitment Technologies Virtual Event

Revolutionizing Recruitment: Leveraging Conversational and Generative AI for Smarter Hiring

AI Democratized: Taming Generative AI Hallucinations

Discover how industry leader Kore.ai’s Conversational Commerce solutions can elevate your Shopify store by driving sales and enhancing customer engagement through AI-powered personalized shopping experiences. Learn how 24/7 automated support and seamless hybrid AI-human assistance can boost conversions, streamline operations, and ensure top-notch customer satisfaction.

Key Topics:
-  Personalized GenAI Product Search
-  Turn Conversations into Conversions: Seamless Conversational Commerce
-  Always On, Always Ready: 24/7 Self-Service Capabilities

Boost Shopify Sales & Customer Engagement: Unleash the Power of GenAI to your Customers

Shift from reactive to proactive IT support with the help of AI. Learn how AI can anticipate issues, automate resolutions, and provide insights for continuous improvement in IT operations. An overview of IT Assist 2.0 and what’s possible now with our product.

Key Topics:
   - Proactive IT support through AI-driven monitoring
   - Automating routine IT tasks and workflows - end-point remediation
   - Gen AI dialogue - more empathetic

Transforming IT Operations with AI: From Reactive to Proactive Support

AI-Powered IT Helpdesk Revolution

Explore the latest trends in AI for IT service desks, including current challenges and future opportunities. Gain insights into how organizations are adopting AI to improve IT support services and an overview of the IT Assist features. 

Key Topics: 
   -  Trends in AI adoption for IT service management
   -  Overcoming challenges in AI implementation
   -  Future innovations in AI for IT support
   -  Strategic planning for AI integration in IT service desks

AI and the IT Service Desk: Trends, Challenges, and Future Directions

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AI and the IT Service Desk: Trends, Challenges, and Future Directions

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