2026-03-05 12:57:20 From Doug Tedder to Everyone:
	@Ric Mims user error?
	
2026-03-05 13:01:17 From Matt Beran to Everyone:
	RIC!
	
2026-03-05 13:02:02 From Matt Beran to Everyone:
	Hello beautiful people hope you’re having a great week- great to see you! Video mute here to eat 🙂
	
2026-03-05 13:02:30 From Doug Tedder to Everyone:
	no one wants to see that Matt, so thanks! :-)
	
2026-03-05 13:02:38 From Matt Beran to Everyone:
	Anyone going to Service & Support World in May?
	
2026-03-05 13:02:52 From HDI & ICMI Training to Everyone:
	I can't wait!!  I'm excited to see you all next month!
	
2026-03-05 13:03:25 From Wendy Herrmann to Everyone:
	Only if I can win a free pass for all the sessions :(
	
2026-03-05 13:04:28 From Matt Beran to Everyone:
	Replying to "Only if I can win a free pass for all the sessions...":
	Glad we have stuff like this to supplement when we can’t get there right? Same with the Linda Lenox presentation in a few days!
	
2026-03-05 13:04:55 From Doug Tedder to Everyone:
	SCM is done!!! Class #2 and #3 ran this week!
	
2026-03-05 13:08:12 From Doug Tedder to Everyone:
	👏
	
2026-03-05 13:09:59 From Doug Tedder to Everyone:
	I feel ya brother! 😄
	
2026-03-05 13:10:30 From Matt Beran to Everyone:
	Love how this started already! AI is an amplifier. If you have chaos - it makes it worse. If you’ve got everything lined up - it helps line it up more. 
	
	AMAZING times.
	
2026-03-05 13:14:12 From Jim Ryave to Everyone:
	Agreed
	
2026-03-05 13:14:24 From Wendy Herrmann to Everyone:
	Do Knowledge Management articles need to be in any templated format for an AI agent to successfully search for and provide agents the answers they need.
	
2026-03-05 13:15:12 From Matt Beran to Everyone:
	Replying to "Do Knowledge Management articles need to be in any...":
	Yes! In order for the virtual agents to know whether it can tell those things to people… So it should be GOVERNED knowledge data IMHO.
	
2026-03-05 13:16:48 From Matt Beran to Everyone:
	Replying to "Do Knowledge Management articles need to be in any...":
	Beyond that - we’ve also found that shorter, more succinct knowledge that is highly accurate is MUCH more valuable than the usual “how to do a mail merge” document. Does that make sense?
	
2026-03-05 13:18:23 From Doug Tedder to Everyone:
	Preach!!
	
2026-03-05 13:18:50 From Doug Tedder to Everyone:
	it's often word-of-mouth :(
	
2026-03-05 13:20:31 From Atul S. to Everyone:
	Great sample Automation assessment! Thanks Ric!!
	
2026-03-05 13:20:59 From Wendy Herrmann to Everyone:
	Replying to "Do Knowledge Management articles need to be in any...":
	KBs are written step by step for SD analysts to follow (Outsourced team).
	
2026-03-05 13:22:58 From Doug Tedder to Everyone:
	It's a top 5 issue for many orgs
	
2026-03-05 13:24:37 From Doug Tedder to Everyone:
	Ewwwwww
	
2026-03-05 13:32:07 From Matt Beran to Everyone:
	So these are the “Human in the loop” things we do…
	
2026-03-05 13:32:19 From Matt Beran to Everyone:
	Replying to "So these are the “Human in the loop” things we do…":
	The kids these days say “HITL”
	
2026-03-05 13:33:42 From Matt Beran to Everyone:
	That’s a big one - building incrementally - we say “1% better every day”
	
2026-03-05 13:34:11 From Doug Tedder to Everyone:
	Replying to "So these are the “Human in the loop” things we do…":
	I say "human in the loop"...what that says about me ...I dunno 🤔
	
2026-03-05 13:36:34 From Doug Tedder to Everyone:
	"Knowledge must be trusted foundation" - Yes!
	
2026-03-05 13:44:00 From Wendy Herrmann to Everyone:
	Hopefully 3 or less LOL!
	
2026-03-05 13:44:02 From Doug Tedder to Everyone:
	a type of "customer effort score"
	
2026-03-05 13:44:25 From Matt Beran to Everyone:
	Replying to "a type of "customer effort score"":
	Yup - all related to Usability Research - check it out - it’s FASCINATING!
	
2026-03-05 13:45:31 From Jim Ryave to Ric Mims (direct message):
	15 minutes left, including Q & A time.
	
2026-03-05 13:52:57 From Wendy Herrmann to Everyone:
	Great presentation!!
	
2026-03-05 13:53:02 From Doug Tedder to Everyone:
	Nice job, Ric!
	
2026-03-05 13:53:20 From Ty Austile to Everyone:
	Great Job Ric
	
2026-03-05 13:53:33 From Donald Chew to Everyone:
	This was awesome!  Thanks, Ric.  Always proving great info and take-aways for us!!!
	
2026-03-05 13:53:59 From Scott Adler (DSS / Juno Health) to Everyone:
	Not a question - we are seeing the integration of AI tools within Service Management tools such as Rovo within JIRA / Confluence (Atlassian).
	
2026-03-05 13:54:00 From Matt Beran to Everyone:
	How many teams are actually using any of these tools?
	
2026-03-05 13:54:29 From Matt Beran to Everyone:
	Replying to "Not a question - we are seeing the integration of ...":
	To do what though?
	
2026-03-05 13:54:30 From Atul S. to Everyone:
	Great presentation! Is there an organization that you have seen do this very well?  Are there some specifics on how and what they started with? Also examples of the specific AI technologies they implemented?
	
2026-03-05 13:54:44 From Nancy Robinson to Everyone:
	When will we receive the Sample Automation Assessment and presentation via email?  I can't wait to dig into that!!
	
2026-03-05 13:55:02 From Scott Adler (DSS / Juno Health) to Everyone:
	Replying to "Not a question - we are seeing the integration of ...":
	Search KB articles for example, assist with reporting, etc.
	
2026-03-05 13:55:31 From Jim Ryave to Everyone:
	I will post it on our website www.hdicfl.com
	
2026-03-05 13:56:33 From Matt Beran to Everyone:
	Even more than that - what if they login and see you’ve turned off all the AI features!
	
2026-03-05 13:57:14 From Matt Beran to Everyone:
	Replying to "Even more than that - what if they login and see y...":
	Every decision IT makes creates the collaborative culture of the organization.
	
2026-03-05 13:58:05 From Wendy Herrmann to Everyone:
	Replying to "I will post it on our website www.hdicfl.com":
	Jim, I am not a member of this chapter. Will I be able to access the post?
	
2026-03-05 14:00:56 From Wendy Herrmann to Everyone:
	Replying to "I will post it on our website www.hdicfl.com":
	I am a member of the CWNY chapter.
	
2026-03-05 14:01:54 From Donald Chew to Everyone:
	need to drop, but THANK YOU, Ric, and the HDI Central Florida Local Chapter for hosting!
	
2026-03-05 14:02:05 From Roy Meadows to Everyone:
	what we have experienced is majority of AI companies want to sell us the cadillac version
	
2026-03-05 14:02:26 From Doug Tedder to Everyone:
	thanks Ric and Jim
	
2026-03-05 14:02:30 From Scott Adler (DSS / Juno Health) to Everyone:
	Thank you!
	
2026-03-05 14:02:40 From Atul S. to Everyone:
	thank you!