Applied AI
How we use AI ourselves
We use AI in our own operation before we recommend it to anyone: in our service desk, under the same controls on our own staff, and in the systems we connect for ourselves.
Where AI works for us today
AI recovers time on the repetitive parts of our own work. People still make every decision that matters, and each use has an owner.
- In our service desk
- When an engineer resolves a ticket in Hub, our service management system, AI drafts the ticket summary and the conclusion. The engineer decides whether to use the draft, edit it or reject it.
- Our own staff
- Our staff use AI under the same shadow AI controls we provide to clients: DefensX browser security, which shows which AI tools are in use and enforces the policy where people use them, in the browser.
- Changes to our own systems
- Every change to our own business systems is reviewed by a named person before it goes live.
- Systems we connected for ourselves
- We build integrations between business systems for our own operation, including the one between our phone system and our service desk.
- Who answers for it
- All of the AI work we do for clients is done and supported by Odyssey employees, through the same service desk that looks after the rest of their technology.
We already publish how we measure our service desk, with the definitions behind each figure.
Questions people ask
Do your engineers use AI to answer tickets?
AI drafts the summary and the conclusion when an engineer resolves a ticket in our service desk. The engineer decides whether to use the draft, edit it or reject it.
Who checks what AI writes in your service desk?
The engineer who resolves the ticket. Every draft is used, edited or rejected by that engineer, so a person writes and checks the record.
How do you stop your own staff pasting client data into AI tools?
Our staff work under the same shadow AI controls we provide to clients, DefensX browser security, which shows which AI tools are in use and enforces the policy in the browser.
Is every change to your systems checked by a person?
Yes. Every change to our own business systems is reviewed by a named person before it goes live.
Do you connect your own systems together?
Yes. We build integrations between business systems for our own operation, including our phone system and our service desk, and the same method is how we approach integration work for clients.
Talk to a human about AI in your business
Call and we answer within three rings. Or tell us what you need and we will call you back at any time.