Incorporating Artificial Intelligence (AI) into everyday tasks is no longer a distant dream but a present reality. At InvGate, we've taken a step towards this with our AI-Hub. This suite of AI-powered features has been designed to add an additional layer of intelligence to our existing products, InvGate Insight and Service Desk.
Many tasks that were historically believed to be only achievable with human intelligence are now being tackled by AI. Recently, Large Language Models (LLMs), such as ChatGPT, have become capable of following instructions in a conversational manner, and even composing detailed written material. This has a huge potential for improving our productivity in numerous everyday tasks.
The AI-Hub is our approach to incorporating AI into our products while upholding our high standards for user experience. This delicate balance of adding new technology while preserving ease of use is our primary guiding principle.
As we continue to develop and refine the AI-Hub, we are excited about its potential to further enhance service management workflows. Join us as we delve deeper into the features of the InvGate AI-Hub in this article, answering the 10 most common questions about this tool.
Table of contents
- How does InvGate AI-Hub improve the efficiency of my IT team?
- Is my data used to train AI models that other customers can use?
- Why did InvGate choose to implement Agnostic AI?
- Is specialized training or technical expertise required to use InvGate AI-Hub effectively?
- Is it risky to integrate AI into my ITSM processes?
- Is AI too costly to implement?
- Can InvGate AI-Hub be customized to meet my specific business needs?
- Can InvGate AI-Hub be used on-premises?
- Will AI ultimately replace humans or is it merely hype?
- Can I try InvGate AI-Hub?
What is InvGate AI-Hub?
InvGate AI-Hub is our latest step towards integrating artificial intelligence into Service Management. It's a suite of AI-powered features designed to work in tandem with our existing products. Example use cases include ticket summarization and improved responses.
These tasks, while seemingly simple, can consume a significant amount of time. By augmenting them with AI, we aim to streamline processes, allowing teams to focus on more strategic activities.
As we discussed in a previous article, the AI-Hub is built around a strategy that we call “Agnostic AI”. This approach allows us to adopt various AI models and providers, selecting the most suitable option for each task. This enables us to leverage the current best AI capabilities on a feature-by-feature basis without being tied to a single model or provider.
The 10 most common questions about InvGate AI-Hub
1. How does InvGate AI-Hub improve the efficiency of my IT team?
The AI-Hub is designed to accelerate and improve every interaction with our products.
Here's a glimpse of our current top features:
- AI-Improved Responses: The AI-Hub helps in crafting faster, high-quality messages, saving valuable time that can be better spent on resolving the issues at hand.
- Ticket Summarization: During ticket reassignments and escalations, the AI-Hub provides a succinct summary of the ticket, assisting in onboarding new users quickly, and contributing to a more efficient resolution process.
- Virtual Agent: The AI-Hub empowers our Virtual Agent with a conversational interface, enhancing the searchability of your knowledge base, improving the self-service experience.
- Drafting Knowledge Base Articles: The AI-Hub is also capable of drafting new knowledge articles from ticket resolutions, considerably reducing the effort of building and maintaining rich documentation.
Our vision is to allow all users to maximize their efficiency and become a power user in their own right.
2. Is my data used to train AI models that other customers can use?
No. We don’t use customer data to train AI models that are shared across customers. We understand that data privacy is a major concern for enterprise leaders, and we share this concern.
There have been several academic studies showing that parts of the training data can be extracted from generative models through what are known as “adversarial attacks”. To avoid such security risks, we distinguish between two types of AI models:
- Shared Models: These models are pre-trained exclusively with public data. For instance, LLMs are known to be powerful generalists that do not require training on customer data.
- Custom Models: These models are deployed for individual customers, and are trained using the respective customer’s data. Usually, these are smaller models that output classification results and are not susceptible to adversarial attacks that extract training data.
Our commitment to data privacy and security goes beyond AI models. We have stringent security measures in place to protect data both in transit and when stored in our systems.
All data, whether it's being used to train custom models or simply stored in our databases, is encrypted using strong encryption methods. This ensures that potentially sensitive information remains confidential and inaccessible to unauthorized parties.
In essence, while we strive to provide the best AI solutions for each customer, we never compromise on security and data privacy.
3. Why did InvGate choose to implement Agnostic AI?
In the rapidly evolving world of AI, providers like Azure, Google Cloud, and AWS are constantly introducing new and exciting features. At InvGate, we aim to stay at the forefront of these advancements, ensuring our product always delivers state-of-the-art results. This is where the concept of Agnostic AI comes into play.
Agnostic AI allows us to be adaptable, selecting the most appropriate option for each use case. This strategy also helps us avoid vendor lock-in.
However, when choosing providers, we only consider those that operate on a global scale and that uphold stringent security standards, such as SOC2. This is particularly important when it comes to adhering to compliance regulations, such as GDPR.
4. Is specialized training or technical expertise required to use InvGate AI-Hub effectively?
Absolutely not. We strive to ensure the AI features are integrated smoothly into our products, making them straightforward and intuitive to use. That said, we recognize that over time, becoming more familiar with these tools can contribute to a more enjoyable user experience and help to calibrate expectations.
If you're reading this, you've probably interacted with some AI tools like ChatGPT, and understand that they have limitations and can occasionally deliver unexpected responses. Typically, newcomers to this technology hold high expectations about what AI can accomplish. Yet, this mismatch is quickly resolved as users get to know the tools, enabling individuals from all backgrounds to harness the full potential of our AI-powered features efficiently.
5. Is it risky to integrate AI into my ITSM processes?
The right implementation can significantly reduce the risks usually associated with AI. We've implemented several safety measures to ensure that AI operates within defined parameters. These include sanitization protocols applied to both the inputs and outputs of AI models, and the use of lightweight models to detect and manage ill-formatted or unsuitable content. These measures significantly reduce the likelihood of encountering adverse outcomes.
Regardless, we believe that the real value of AI comes from its ability to complement and collaborate with human insight and expertise. Every feature we develop includes a step of human validation, which ultimately ensures that the final result aligns with the intended expectations.
6. Is AI too costly to implement?
Contrary to popular belief, AI itself is not necessarily more expensive than conventional software deployment. However, recently, LLMs have come under the spotlight, not only for their impressive results but also for the significant investment required to train them. Furthermore, the powerful hardware devices needed to operate these LLMs can also add to the operational costs.
Despite these elevated costs, the economies of scale of AI-providers and recent advancements in optimization techniques have been steadily decreasing the expenses. This has made it economically viable to leverage even the most powerful AI solutions.
7. Can InvGate AI-Hub be customized to fit my specific business needs?
Certainly! At InvGate, we understand that every business is unique and the individualized needs that come with it. As such, our mission is to create highly customizable tools to meet these varied needs. For instance, we are enhancing our Virtual Agent with an AI-powered conversational interface to allow it to better adapt to diverse business requirements.
If you've seen our Microsoft Teams integration, you may already be familiar with the capabilities of our Virtual Agent. This tool can provide responses that are directly sourced from your own knowledge base, effectively turning your company's data into a resource for automated responses.
Not only can the AI-Hub be customized, but it also has the capability to progressively evolve in line with operational changes. This makes it a powerful and flexible tool that can drive efficiency and productivity within any business operations.
8. Can InvGate AI-Hub be used on-premises?
We are in the process of making AI-Hub features accessible for our on-premises deployments. However, it's important to note that this access still requires processing information using AI models hosted in the cloud. As mentioned previously, most AI models require specialized hardware for efficient operation, which are not typically available with on-premises deployments.
9. Will AI ultimately replace humans or is it merely hype?
The true potential of AI is a topic of ongoing debate, with opinions ranging from dismissive skepticism to predictions of an impending dystopian future. Objectively, currently available AI technologies enable functionalities that were previously unattainable, such as outstanding Natural Language Understanding. This allows us to automate a great deal of repetitive tasks, while enhancing with recommendations the more strategic ones.
While making predictions is challenging, it seems that AI can have an impact akin to that of Graphical User Interfaces (GUI) in the last decades. For most individuals today, the idea of interacting with computers without these interfaces is inconceivable. GUIs have enhanced most of our interactions with computers, allowing users to focus on the most relevant parts of their work and greatly increasing productivity. It’s likely that AI will eventually become just as integral to our interactions.
10. Can I try InvGate AI-Hub?
Definitely! We are currently extending the features of our AI-Hub on a complimentary beta program. This means our users have the unique opportunity to use all our AI features at no cost. With this beta program we are actively exploring and evaluating options regarding cost, quality, and latency variables to identify the optimal balance.
Closing thoughts
AI is evolving at a breakneck speed, constantly presenting new opportunities and challenges. While it’s important to navigate the hype and misconceptions, the reality is that AI is increasingly becoming an essential tool. Its ability to streamline processes, enhance efficiency, and open the door to new functionalities is undeniably transformative.
AI does come with its own set of considerations, such as cost, hardware requirements, and data privacy. However, with the right implementation, these challenges can be managed effectively. As we continue to advance and refine our AI-Hub, we remain committed to delivering a product that is secure, accessible, and cost-effective.
In the end, AI is a tool, and like any tool, its value lies in how we use it. With a forward-thinking approach and a commitment to continuous learning, the possibilities for AI are vast and exciting. We look forward to exploring this future together!
