And some AI product stories.
Zoom is updating and rebranding several AI-powered features, including the generative AI assistant formerly known as Zoom IQ. The rebranded Zoom IQ, the AI Companion, is powered by the same mix of technologies as Zoom IQ, but its reach is expanding to more corners of the Zoom ecosystem, including Zoom Whiteboard, Zoom Team Chat, and Zoom Mail. Perhaps the biggest news is that Zoom is gaining a ChatGPT-like bot via the AI Companion. In spring 2024, Zoom will get a conversational interface allowing users to chat directly with the AI Companion, ask questions about prior meetings and chats, and take action on their behalf.
Slack is launching a new AI tool called Slack AI that can summarize threads, recap channel highlights, and search for answers within messages. The tool will generate summaries of messages sent on a particular channel and will be able to summarize threads. Slack AI will also be able to search for answers based on relevant messages, files, and channels within Slack. Slack AI and Slack lists will be tested this winter, allowing users to track projects across their entire team.
Transputec, a London-based MSP, has developed an AI tool called NeoAgent to automate the resolution of help desk tickets. The tool is delivered via a Microsoft Teams bot and uses internal MSP documentation, data collected inside the MSP platform, and an OpenAI large language model to train the algorithm. NeoAgent has helped MSPs reduce the time to resolve tickets by up to 50% and increase customer satisfaction by up to 20%. Transputec is now offering the tool to other MSPs and plans to showcase its capabilities at ConnectWise’s IT Nation Connect event in November.
Why do we care?
Besides the obvious “these are going to show up in your customer base” answer, the trend I’m seeing is that the tools are proving most useful in information synthesis. Bringing information together and presenting it to users – that’s the strength. See the previous story for the opportunities to help with data policies, and here, focus on anticipating which products will end up with more AI.
With AI increasingly becoming a standard feature, IT needs to be well-versed in these tools, not only from a usage standpoint but also in data management, security, and compliance.