Roy Atkinson Portrait

Shifting Skills: What AI and Automation Mean for Support

Presented by Roy Atkinson
Senior Writer/Analyst, HDI-ICMI

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Thursday, September 27th
5:30 - 8:30 PM
The Puritan Pappas Room
Manchester, NH

Every day, we hear more about the impact of Artificial Intelligence (AI) on the workplace. Publications and analyst sites are foretelling of massive changes coming to the world of service and support. Instead of prognosticating about what might happen, this presentation will discuss what is really going on—right now—what impact it is having on jobs, and what it means for the skills support analysts will need from now on.

Based on HDI and other research, the presentation will cover:

  • The current levels of AI, machine learning, and process automation
  • The plans of organizations to invest in these technologies in the near future
  • The impact on the workforce
  • What you should be planning and doing right now to prepare
  • The skills the support center will need in the future

Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as senior writer/analyst, he acts as HDI's in-house subject matter expert, bringing his years of experience to the community. You can find Roy on Twitter: @HDI_Analyst / @RoyAtkinson