Ayman Sayed, CEO Of BMC Software, On AI In Modern Businesses

Ayman Sayed: “At this moment in time, there are too many different claims and expectations surrounding artificial intelligence (AI)—it is inevitably leading to a lot of confusion. The benefits of AI can be categorized into two buckets: it facilitates new capabilities for both the employee and customer experience and enhances existing technology by improving the speed and precision of its decision-making (typically through automation).

“Consequently, when setting objectives for AI tools, organizations should be looking to see if it can either transform a system by introducing new methods and strategies or transform a system by enhancing existing tools.

Ayman Sayed: “Business leaders must always consider where, across the organization, AI tools can have the largest impacts, especially in the context of economic turbulence, competitive pressures, and even internal talent challenges.

“Operationalizing AI—that is, incorporating AI throughout existing infrastructures and processes—is critical to discovering where it can best impact an organization. Large language model (LLM)-fueled solutions, generative AI, and natural language processing can democratize and identify new avenues that can produce better returns on investment (ROI).

“By implementing AI and machine learning, organizations can create faster and more informed business decisions, while also enhancing employee productivity and producing enriched insights into performance, facilitating business growth.”

Ayman Sayed: “As AI can collect, analyze, and learn from multiple differing data sources across the business simultaneously, an emerging range of powerful tools can now leverage AI to create deeply enriched insights. This removes the need for human monitoring or analysis of massive troves of data, significantly streamlining previously lengthy processes.

“Intricate workflows and processes can subsequently be automated by tools like generative AI enabling IT Ops teams to become experts of their organization’s systems—AIOps allows for predictive, preventative, and even proactive actions which eliminate disruptions like downtimes, disruptions, and outages.”

Ayman Sayed: “Every process, workflow, or user in an organization contributes to the increase in the quantity of data that flow throughout the company. However, not all these data can be used. This leaves organizations with oceans of wasted data peppered with potentially valuable insights.

“AI is invaluable here. It can reduce data complexity issues, helping organizations to identify the true value of their data. AI can learn and act in response to trends, business needs, and anomalies. For example, banks can identify and predict mobile banking use and ensure that the needed information is presented to the user without service interruptions. This is achieved through tracking and predicting when and how its services could be used.

“Strategies like this exemplify how AI can be integral in ensuring digital transformation insights that help businesses proactively react to potential trends and shifts in demand.”

Ayman Sayed: “If we look back to the 1970s, computers were only the domain of engineers and technical specialists. The release of graphical user interfaces (GUIs) to the public opened the door to a new age of innovation, where computing power was put into the hands of a far wider audience. GUIs democratized an unparalleled volume of tasks, from small business accounting to larger business desktop publishing.

“We are starting to see a very similar paradigm shift with AI, especially due to its ability to respond to and create natural language. For example, in the context of IT Ops management, AI can produce easily understandable summaries of complex issues, rather than providing cryptic error codes.

“These benefits can allow developers to work across systems in a much faster fashion, with ease, and even get extra support, from AI, when solving coding issues. From this perspective, AI can benefit the majority of businesses. What’s more, if it continues to follow the trends of accessible computing, AI will benefit all sizes of companies, not just those with larger resources at their disposal.”

Ayman Sayed: “The era of AI is undoubtedly upon us. We can connect digital operations across all business functions and make AI in enterprise technology a catalyst for growth. These applications will impact all areas and functions of a business.

“For example, AI will substantially impact how organizations interact with their customers. Having tools that can process and learn from chat histories allows agents to constantly fine-tune their responses and actions, providing the foundations for a better-suited and more engaging user experience. By integrating LLMs with generative AI, organizations can provide personalized and relevant engagements — it provides consumers with the opportunity to do what they want when they want it. This will translate into stronger brand loyalty.”