Generative AI Real-Life Use Cases
Generative AI is revolutionizing the IT service and support industry by enhancing efficiency, personalization, and problem resolution. It is widely used in creating intelligent virtual assistants and chatbots that provide 24/7 customer support, handle routine queries, and escalate complex issues to human agents. AI-driven tools can automatically generate responses to technical problems, create step-by-step troubleshooting guides, and even draft knowledge base articles for common issues. Generative AI also aids in software debugging by suggesting fixes and generating relevant code snippets, reducing downtime and accelerating development cycles. Additionally, it can predict potential system failures through anomaly detection and generate proactive maintenance plans, improving service reliability and customer satisfaction. Join our esteemed panelists to learn how they are using Generative AI in their everyday lives.
We want to make sure your questions about Generative AI are answered! If you have a specific question you'd like to have addressed, please submit them here and we'll do our best to get them added to the lineup for our panelists.
Panelists: Matt Beran, Quinn Karley, and Jason Wischer
Monica Morrison (Moderator)
Agenda
1:00 to 1:15 PM – Networking and Introduction
1:15 PM to 2:15 PM – Program
2:15 PM to 2:30 PM – Closing Remarks, Survey, Prize Drawing
2:30 PM – Event Ends
Date/Time
March 21, 2025 | 1:00 - 2:30 PM ET
Membership
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Sponsors
Platinum Sponsor: The MIL Corporation
Gold Sponsor: Splashtop
Silver Sponsor: Symphony AI
Bronze Sponsors: InvGate, VersaTech
Web Sponsor: ASPG
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Learn. Grow. Achieve
Learn. Grow. Achieve encompasses what HDI’s Capital Area Local Chapter stands for – Creating unique opportunities for members and sponsors to learn from experts in the industry and one another, which results in an improvement of skills to unlock the power to reach new professional heights.
The HDI Capital Area Local Chapter offers you the opportunity to network with a dynamic community of technical customer service and support and IT service management industry leaders in the Maryland, Northern Virginia and Washington, DC area.
We come together to educate, network, learn, and form lifelong relationships. We welcome you to visit our website at https://www.hdicapitalarea.com/ or if you have questions, contact president@hdicapitalarea.com.
Matt Beran, Sr. Product Marketing Specialist, InvGate
He is the host of Ticket Volume, a weekly podcast about Information Technology and is a highly regarded speaker. His favorite topics introduce new ways of thinking about service experiences and improving teamwork.
Quinn Karley, M.ED, Generative AI Program Manager, Rochester Institute of Technology
Quinn’s journey began in IT as a Service Center Analyst and Support Lead, where she gained firsthand experience managing calls, chats, and tickets. She understands the complexities of meeting SLAs, maintaining accurate and up-to-date knowledge base articles, and addressing the physical and emotional challenges of frontline support, including repetitive motions and the mental gymnastics required to juggle customer needs. These experiences shaped her empathetic leadership style and her dedication to creating solutions that genuinely support employees and customers.
Today, Quinn combines her operational experience with her passion for strategic thinking, human-centered leadership, and knowledge sharing. She is committed to fostering meaningful connections, empowering others, and leveraging Generative AI to make work and life better for all.
Quinn also hosts the HDI Generative AI Monthly Meetup, an inclusive space for members and non-members to discuss trends, share resources, ask questions, and stay informed about the rapidly evolving world of Generative AI.
Jason Wischer, ServiceNow Manager, SHI International Corporation
Jason Wischer specializes in building strategic connections between processes, data, and technology. Jason leads a team of experts who help clients with successful ServiceNow implementations.
Jason brings a technology-agnostic approach to service management consulting. His customer-centric philosophy and natural teaching ability enable him to create collaborative environments that drive innovation and long-term success.
Jason has served in leadership roles in the HDI community both locally and nationally since 2009.
Moderator
Monica Morrison, Director of IT Delivery, Marriott International
