In this Bytes and Banter SSW Spotlight, we preview Session 802 with Vanderbilt University: Integrating AI: Optimizing the IT Service Desk with Chatbots and AI Agent-Assist Technology.

Rachel Kurilko and Kathleen Armour Spitzer share how the Vanderbilt IT Service Desk (Tech Hub) is bringing AI into daily support operations. They talk through what’s working, what they’ve learned, and how they’re approaching automation without losing the human side of service.

You’ll hear how chatbots and agent-assist tools are being used to support both end users and analysts, how their team is adapting to new ways of working, and what it takes to scale support in a fast-moving university environment.

If you’re heading to SSW—or thinking about AI in your own Service Desk—this is a great preview of the conversation you won’t want to miss.

🎧 Watch the full episode and get ready for SSW!

#BytesAndBanter #HDILocal #SSWConference #ITSupport #ServiceDesk #AIinIT #ITSM

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HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org

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Bytes and Banter Podcast Team  

Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/

Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/

Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/

Associate Producer/Alternate Host:  

Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/

Podcast Operating System: https://www.PodTechs.com

Post-Production: https://www.PodTechs.com