Business of Tech: Daily 10-Minute IT Services Insights

AI Innovations in Customer Service, Windows 11 Updates, and Apple's Healthcare Disruption

Sep 19, 2024

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Slack is enhancing user workflows by integrating AI agents from various partners, including Salesforce and Asana, to streamline tasks and improve productivity. However, user adoption remains a challenge as many are still hesitant about AI in the workplace. T-Mobile's collaboration with OpenAI aims to create a new AI-powered customer service platform, IntentCX, which will analyze call transcripts to enhance customer interactions. Meanwhile, Adobe is set to launch a new video model for its Firefly AI platform, allowing users to create short videos on demand.

The episode also highlights LinkedIn's controversial decision to opt users into training generative AI models using their data without prior consent, raising concerns about data privacy and trust. While users can opt out, this policy does not affect data already used for training. LinkedIn claims to employ privacy-enhancing technologies to protect personal data, but the move has drawn scrutiny, especially following similar practices by Meta. Sobel emphasizes the importance of ethical AI integration and the need for providers to help clients navigate these new tools while addressing growing concerns about data privacy.

As the tech landscape evolves, host Dave Sobel discusses the upcoming rollout of Windows 11 version 24H2, which is set to begin in October 2024. This minor update includes performance improvements, particularly for AMD-based PCs, but comes at a time when Windows 10 is approaching its end of support date. With a significant portion of users still on Windows 10, the implications for security and the potential for cyber attacks are critical. Sobel urges IT service providers to prepare for the transition by assessing client systems for upgrade readiness and ensuring compatibility with the new operating system.

Finally, the episode delves into Apple's recent move into healthcare, transforming AirPods Pro 2 into hearing aids through a software update. This development follows regulatory changes that opened the market for over-the-counter hearing aids, allowing tech companies to innovate in a space previously dominated by a few firms. Sobel also discusses the transformative potential of AI in IT support, emphasizing the need for strategic implementation that enhances efficiency while maintaining human oversight. The episode concludes with a call for a balanced approach to innovation, ensuring that new technologies are adopted thoughtfully and responsibly.

Three things to know today

00:00 As Slack, T-Mobile, and Adobe Launch AI Agents, LinkedIn's Data Practices Highlight Growing Trust Issues

04:41 Windows 11 Version 24H2 Rolls Out Amid Looming Windows 10 End-of-Support Deadline: Security Challenges Ahead

06:34 Apple's Healthcare Move, AI in IT Support, and Next-Gen Reasoning Models: Balancing Innovation with Strategic Caution

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