SSW Spotlight: Optimizing Vanderbilt IT with AI Chatbots & Agent-Assist

About this episode

The episode discusses how Vanderbilt University is integrating AI into their IT Service Desk operations with chatbots and agent-assist technology.

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 ---------------------------------------------------------------------------------------------------------------------- HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect…

People in this episode

Host: Rocky

Guests: Rachel Kurilko, Kathleen Armour Spitzer

Topics covered

• AI in IT
• Service Desk Optimization
• Chatbots
• Automation
• Higher Education IT
• Support Operations

Keywords

• Vanderbilt IT
• AI
• Service Desk
• Chatbots
• Agent-Assist
• Support Operations
• Automation

Mentioned in this episode

Organizations: Vanderbilt University, Bytes and Banter, PodTechs, HDI Local Chapters

Products: AI Chatbots, Agent-Assist Technology