Clorox’s lawsuit cites transcripts of help desk calls as evidence of Cognizant’s negligence, but what if those calls been captured, transcribed, and analyzed to send real-time alerts to Clorox management? Could the problem behavior have been discovered early enough to thwart the breach?
Here, generative AI could have a significant impact, as it delivers the capability to capture information from a wide range of communication channels — potentially actions as well via video — and analyze for deviations from what a company has been contracted to deliver. This could deliver near-real-time alerts regarding problematic behavior in a way that could spur a rethinking of the SLA as it is currently practiced.
“This is flipping the whole idea of SLA,” said Kevin Hall, CIO for the Westconsin Credit Union, which has 129,000 members throughout Wisconsin and Minnesota. “You can now have quality of service rather than just performance metrics.”