Artificial intelligence at RedDoor IT

At RedDoor IT, we understand that utilising new technology is crucial to remaining relevant in the IT industry. It offers us the benefit of increased operational efficiency and the opportunity to improve our service offering for customers. Artificial Intelligence (AI) is one of the technologies that everyone is eager to utilise, so adopting it in our operations is a necessity.

I’m Gary Johnston, RedDoor’s Technical Advisor. I’ve been working in IT for over 20 years and I’m currently working on integrating AI into our workflow and training an AI agent.

Presuming AI doesn’t go rogue and decide to end humanity or enslave us, we will likely see AI become increasingly involved with our work and home lives. Over the next few years, many of us will see AI within the products we know and love assisting us and performing activities on our behalf. Goldman Sachs predicts an increase in Global GDP of 7% over the next decade due to improvements in productivity due to AI. Typically, businesses that embrace AI will see major benefits in terms of presentation, efficiency, and creativity.

Our AI assistant Mabel

At RedDoor, I’m creating an AI assistant (Mabel) to help us process incoming calls as they land. We’re all familiar with traditional IVR (Interactive Voice Response) call announcements, which announce using call 1 for reception, sometimes even using voice response that has been around for decades. IVR is ubiquitous but not popular with customers; generally, it is a bit impersonal.

AI allows us to be different. We can have our AI Mabel greet callers and ask what they need help with. Mabel has a personality. She can converse naturally with the caller and, if they want, indulge in a little banter. But she never forgets she has a job to do and will gently direct the caller and gather information.

Using the information she obtains, Mabel can interpret real queries and, based on the client’s responses, offer to pass them on to the relevant department. She can also answer questions about products and help with simple IT issues. In the longer term, Mabel will be able to log calls, give updates on existing calls, and carry out tasks such as changing passwords; we have big plans for Mabel.

Developments we can anticipate in AI

Artificial Intelligence will be an enormous engine of change in how we interact with our technology, becoming more of a partnership over time. At some point in the not-too-distant future, we will all have personalised assistants (Alexa on steroids). Still, before that comes to pass, we can expect AI to be bolted onto all sorts of things we are already familiar with. So, what will these integrations look like? And what will it mean for you?

Predictably, technology companies such as Microsoft are early adopters; AI is poised to revolutionise information technology (IT), offering innovative solutions that enhance productivity, streamline processes, and optimise operations. Microsoft’s integrations with Microsoft 365 (formerly known as Office 365) exemplify how AI is harnessed to improve and assist us in various aspects of IT.

Microsoft 365 planning business security and efficiency with future AI updates

Here are some of the ways M365 is using AI to improve their services:

1. Virtual IT assistants and chatbots: Integrating AI-powered chatbots into M365 environments allows employees to receive instant IT support and assistance. These virtual assistants can guide users through troubleshooting steps, provide solutions to common IT problems, and even automate routine tasks such as password resets, reducing the burden on IT helpdesks.
2. Natural language processing for documentation and collaboration: AI-driven natural language processing can be used to improve collaboration and knowledge management within M365. For example, AI can automatically extract essential information from documents and emails, categorise content, and recommend relevant files to users, making finding and sharing information easier.
3. Intelligent data analysis and insights: AI-driven analytics tools within M365 can analyse large datasets to extract valuable insights. AI algorithms can identify trends in user behaviour, helping organisations understand how employees interact with their tools and applications. This information can be used to optimise workflows and improve user experience.
4. Automated threat detection and response: AI-powered security solutions integrated with M365 can monitor network traffic, identify unusual patterns, and detect potential security breaches in real time. These systems can automatically respond to threats by isolating compromised devices or quarantining suspicious files, enhancing an organisation’s overall security posture.
5. Predictive maintenance for infrastructure: AI can be employed to monitor the health and performance of IT infrastructure, such as servers and network components. By analysing data from these systems, AI algorithms can predict when hardware failures are likely to occur, enabling proactive maintenance and minimising downtime.

AI will play a huge role in the future of all businesses and as such, working with specialists who understand how AI works and ways it can be integrated into your business is essential. RedDoor IT’s knowledgeable team of experts are always learning and continue to support businesses in the evolving IT landscape.

Looking for exceptional managed IT services or to maintain your businesses security against AI enabled threats?  Get in touch today.