Generative AI for Shared Services & GBS
Main Conference Day One - Wednesday, September 18, 2024
8:00 am - 8:50 am
Registration & Networking Breakfast
After signing in at the Registration Desk, kick off your event experience by joining your peers for a delicious breakfast and lively conversation.
8:50 am - 9:00 am
Opening Remarks
9:00 am - 9:30 am
GenAI Unveiled: SSON Research & Analytics Presents the State of Generative AI in Shared Services
Naomi Secor -
Global Managing Director,
SSON Research & Analytics
Everyone is talking about GenAI, but few understand how to harness its potential for a lasting impact across SSO/GBS operations. That is why SSON Research & Analytics conducted a survey to dive into the nitty-gritty of how these cutting-edge technologies can genuinely transform your shared services and GBS operations. In this opening session, we move beyond the buzz and take a deep dive into the research to showcase market trends in these critical areas:
- Separate fact from fiction
- Recognize the wisest use cases
- Discuss the foundational elements of ethics in the AI Age
- Capitalize on the knowledge management opportunity
- Receive early KPIs for measuring AI's Success
9:30 am - 10:10 am
SSOW Panel: Create a Culture of Innovation and Bring GenAI to your Customers and Business
Samir Bagri -
Vice President, Transformation,
CBRE
Milan McGraw - Head of Generative AI & Machine Learning, Amazon Web Services
Gen AI isn’t a simple plug and play solution. In this panel, discover how to educate your employees and make AI less scary. Topics that will be covered include how to:
- Build an innovation culture and develop dashboards to measure learning
- Develop a culture of adaptability and continuous learning to embrace evolving market demands and opportunities
- Employ Gen AI and produce more value for your customers and employees
- Provide AI training and continue your upskilling journey
10:10 am - 10:30 am
Beyond Automation: The Rise of Generative AI and Collaborative Intelligence
Doug Shannon -
Global Intelligent Automation and GenAI leader,
PSI CRO
Beyond Automation: The Rise of Generative AI and Collaborative Intelligence
Traditional Agentic Process Automation (APA) approaches, while valuable, often struggle to handle the complexity and dynamic nature of modern enterprise environments. Current methods lack the ability to learn, adapt, and generate creative solutions in real-time. This session delves into the transformative potential of Generative AI (GenAI) within multi-agent frameworks, taking enterprise automation to the next level.
Key Learnings:
- Explore how GenAI-powered autonomous agents working together in a multi-agent architecture can streamline workflows, automate complex tasks, and enhance organizational efficiency.
- Learn about the importance of creating a living ontology and taxonomy for effective data management, enabling the learning and adaptation of GenAI models for optimal automation.
- Discover how GenAI and multi-agent frameworks can facilitate real-time analysis, context-aware insights, and the generation of creative solutions.
10:30 am - 11:10 am
Networking Break
12:40 pm - 1:40 pm
Networking Lunch
1:40 pm - 2:10 pm
Use-case | Supervity.ai Agentic AI Agents Deployed in Healthcare and IT
Joseph Ancil -
Vice President, AI and Strategic Partnerships,
Catalyst Solutions
Shree Kumar Menon - Senior Product Manager, NEC
2:10 pm - 3:15 pm
Transition Break
2:15 pm - 2:45 pm
Fireside Chat: Navigating the Black Box: GenAI Adoption with Data Privacy, Guardrails, and Ethical Considerations
Dhruval Shah -
Head of Robotics Center of Excellence - New Technology Development & Innovation,
AT&T
Siva Moduga - Co-Founder and CEO, Supervity.ai
Explore the essentials of responsible GenAI adoption, emphasizing collaboration with BPO providers. This session highlights critical aspects, focusing on data privacy, guardrails, and ethical considerations. Receive examples of a robust framework, building upon existing governance models for transparency and trust. Learn how Shared Services serve as a central coordination point, navigating the complexities of the GenAI “black box” and fostering enterprise-wide responsible practices.
- Establish practices for data collection, storage, privacy, and ethical data use
- Learn how to make deliberate choices in architecture and development
- Consider alignment with internal and external stakeholders
Dhruval Shah
Head of Robotics Center of Excellence - New Technology Development & InnovationAT&T
3:00 pm - 4:45 pm
SSOW Breakout Tracks
4:30 pm - 5:00 pm
Use-Case: Introducing Eva, PayPal’s Versatile Virtual Agent
Cristopher Taylor -
Senior Global Human Resources - Operational Excellence Leader,
PayPal
PayPal’s customer support faces a dual challenge: providing timely assistance to users while ensuring efficient internal communication among support agents. Their new virtual agent, Eva, exemplifies the future of human-machine interactions. As businesses embrace conversational virtual agents, Eva’s versatility shines—empowering customers, streamlining support, and fostering collaboration among employees. Join us in exploring Eva’s journey and discover how it redefines the way we engage with digital systems.
5:00 pm - 5:30 pm
Panel: From Zero to GenAI: What to Know in the First 90 Days
Dhruval Shah -
Head of Robotics Center of Excellence - New Technology Development & Innovation,
AT&T
Doug Shannon - Global Intelligent Automation and GenAI leader, PSI CRO
Tim Young - Senior Vice President Human Resource Operations, Pearson
Mercedes Sullivan - Vice President, HR Storefront Architect, TIAA
Ready to harness the power of GenAI in your Shared Services? This session will equip you with a practical 90-day plan to get started. Discover how to select high-impact use cases, navigate the complexities of AI governance, and seamlessly integrate GenAI into your existing technology stack. We'll also address common challenges and provide actionable strategies to overcome them. By the end of this session, you'll have a roadmap to transform your Shared Services and drive significant business value.
Key Takeaways:
- Identify potential GenAI use cases within your Shared Services function.
- Form a cross-functional GenAI task force to oversee the implementation process.
- Establish AI governance policies and guidelines to ensure ethical and responsible AI use.
Dhruval Shah
Head of Robotics Center of Excellence - New Technology Development & InnovationAT&T
