What’s the first thing that comes to mind when you hear AI? Excitement? Fear? An image of robots taking over? Or perhaps it’s just the subtle hope that technology will finally take some of the repetitive work off your plate. Either way, it’s hard to ignore the conversations surrounding the future of AI in IT and its potential to reshape the way we work.
In episode 91 of Ticket Volume, host Matt Beran is joined by Ariel Gesto, the CEO and co-founder of InvGate, to dive into these very questions. Together, they explore the transformative role of AI in Service Management, reflect on business challenges, and uncover Ariel’s inspiring journey as a leader.
Ready to dive in? Let’s go!
AI in Service Management: friend or foe?
AI has sparked plenty of debate in the industry, and Ariel is no stranger to its controversies. He believes the fear surrounding AI often stems from how it’s being positioned in the workplace. Many see it as a tool for replacing jobs rather than improving processes. Ariel acknowledges this tension but offers a different perspective.
But what’s driving this fear? Ariel points to an overwhelming amount of information—and misinformation—about AI, leaving IT leaders scrambling to create strategies without a clear roadmap. The result? Confusion and stress for organizations trying to adopt this fast-moving technology.
Ariel also critiques the tech industry’s hype, where companies often make grand claims about their AI capabilities to impress the market. For example, he highlights misleading statements like "AI writes 35% of our code," which, in reality, often means using tools for simple code completions. This, he explains, reflects the pressure companies face to appear at the forefront of AI innovation—whether it’s true or not.
InvGate’s balanced approach to AI
InvGate takes a thoughtful and practical approach in this matter. Ariel explains how his team focuses on using AI to simplify workflows, enhance productivity, and empower users. A prime example is InvGate’s AI service layer, which matches specific tasks with the most suitable AI language models. This ensures every feature is both effective and cost-efficient.
Instead of seeing AI as a replacement for human workers, InvGate treats it as a tool to augment their efforts. Ariel emphasizes that the goal is to automate repetitive tasks, not eliminate roles. This approach, he believes, will let teams focus on delivering value and making better decisions.
Interestingly, Ariel notes that customers themselves aren’t rushing to adopt AI. In conversations with users around the world, he has found that most prefer to proceed cautiously, prioritizing governance, data integrity, and reliability. This cautious approach reflects a broader concern about how AI might "hallucinate" (generate incorrect information) or introduce bias.
InvGate AI Hub: New Artificial Intelligence Capabilities For IT Teams
Will AI replace people?
This is the billion-dollar question, and Ariel approaches it with a balanced view. While acknowledging that AI will likely automate high-volume, low-complexity tasks, he doesn’t believe it will lead to widespread job loss. Instead, he compares AI’s impact to past industrial revolutions that ultimately enhanced human work.
He notes that AI is still in its early stages, and we have much to learn before we can fully grasp its long-term implications. For now, the focus should be on leveraging AI to make work more efficient and meaningful.
Leading a Service Management revolution
Beyond AI, the episode also dives into Ariel’s journey as a leader. Starting from his early days in IT operations, Ariel founded InvGate with a bold idea: innovation doesn’t have to necessarily come from Silicon Valley. Instead, with the right talent, it can thrive anywhere.
What began as a one-man operation—where Ariel did everything from coding to customer support—has grown into a global Service Management company. Today, he credits his success to his passionate team and his love for the work:
Ariel’s leadership style reflects his belief that passion and purpose are essential to driving innovation and creating lasting impact.
Service Management that puts people first
At its core, InvGate is about more than technology—it’s about improving lives. For Ariel, the real reward comes from seeing how the company’s tools transform the day-to-day experience of IT professionals.
Whether it’s automating a repetitive task or centralizing information for better decision-making, InvGate’s solutions are designed to make work easier and more effective.
Wrapping it up
This episode of Ticket Volume offers a fresh take on AI, leadership, and the human side of Service Management. Ariel’s insights remind us that while technology can be transformative, its true value lies in how it empowers people.
Curious to hear more? Check out the full episode for a deeper dive into Ariel’s thoughts on AI, InvGate’s journey, and what it takes to lead in today’s tech landscape. You can find the full episode on Apple Podcasts, Spotify, YouTube, or your favorite podcast platform.
