Author: Nicholas Webb

RØDE Wireless Micro: The Premier Wireless Choice for Mobile Creators

RØDE, a frontrunner in audio technology, has proudly launched its newest advancement—the Wireless Micro. This wireless microphone system provides professional-grade audio quality without the encumbrance of wires, making it a perfect option for smartphone content creators. The Wireless Micro upholds RØDE’s tradition of innovative audio equipment, delivering exceptional sound in their most compact and user-friendly model to date.

Quick Insights: Main Points

• Portable wireless microphone system crafted for smartphone users.
• Compatible with USB-C and Lightning devices, available in black and white variations.
• Direct smartphone connection—no wires required for a tidy setup.
• Integrated microphones with a patent-pending acoustic chamber to minimize wind noise.
• Offers 21 hours of battery life with the provided charging case.
• Weighs only 12 grams per transmitter, plus features a splashproof design.
• GainAssist technology intuitively regulates audio levels for uniform sound quality.
• Works seamlessly with the RØDE Capture iOS app for effortless integration.

A Compact Audio Solution for Mobile Creators

RØDE has consistently been a reputable brand in the audio market, and their most recent offering, the Wireless Micro, elevates mobile content production significantly. Tailored specifically for smartphone users, this wireless microphone system presents a pocket-sized option that connects directly to your device via USB-C or Lightning, removing the burden of bulky cables.

The Wireless Micro system comprises two ultra-lightweight transmitters—each weighing merely 12 grams—designed with integrated clips and magnetic attachments for simple, discreet mounting. Whether you’re vlogging, podcasting, or shooting on the move, this setup ensures sleek capturing of high-quality audio.

Simplified Professional-Grade Audio

While smartphones excel in video recording, their audio performance often lacks, particularly at a distance. The Wireless Micro addresses this issue with its patent-pending acoustic chamber design, greatly reducing wind noise while preserving clear, articulate audio.

Each transmitter is equipped with built-in omnidirectional microphones that capture sound from all angles, ensuring a well-rounded audio experience even if microphone positioning isn’t optimal. Furthermore, RØDE’s smart GainAssist technology automatically adjusts audio levels, relieving users from the need to tweak volume settings manually.

Automatic Gain Control with GainAssist

GainAssist is a highlight of the Wireless Micro. This smart audio management feature automatically fine-tunes the microphone’s sensitivity to guarantee optimal audio quality, whether you’re recording in a tranquil space or a bustling outdoor setting. This functionality is especially beneficial for creators lacking extensive audio engineering knowledge, yet still aiming for professional-quality results.

21-Hour Battery Life for Continuous Use

One of the most remarkable aspects of the Wireless Micro is its impressive battery longevity. The accompanying charging case provides two complete recharges, enabling up to 21 hours of cumulative recording time. This proves especially advantageous for creators needing to capture content throughout the day without the hassle of power depletions.

The charging case is also crafted for portability and robustness, safeguarding the transmitters during travel. Additionally, the system boasts a splashproof design, making it viable for use in diverse outdoor situations.

Effortless Setup for Instant Use

The Wireless Micro is crafted with user-friendliness at its core, ensuring accessibility for everyone, regardless of technical prowess. The transmitters arrive pre-paired, and the receiver conveniently connects to your smartphone without the necessity for extra cables.

As soon as they’re connected, users can jump into recording right away. This efficient process is ideal for mobile operations, allowing creators to concentrate more on content creation than complicated technical configurations.

Engineered for Durability and Portability

In addition to its lightweight and straightforward setup, the Wireless Micro is constructed to endure the demands of everyday use. Its splashproof feature guarantees that light rain or unexpected splashes won’t disrupt your recording, making it a trustworthy choice for creators working outside.

Conclusion

The RØDE Wireless Micro presents a revolutionary solution for mobile content creators, merging professional audio quality with maximum portability. Its sleek, wireless form factor eliminates the necessity for cables, while the innovative acoustic chamber and GainAssist technology assure superior sound performance. With an impressive battery life of 21 hours and a splashproof design, this wireless microphone system is essential for vloggers, podcasters, and other mobile creators.

Q&A

Q: Is the Wireless Micro compatible with both Android and iOS devices?

A:

Yes, the Wireless Micro comes in two variants—one featuring USB-C connectivity for Android devices and another with Lightning connectivity for iOS devices.

Q: How does the GainAssist feature function?

A:

The GainAssist feature automatically calibrates the microphone’s sensitivity to secure clear and balanced audio, negating the need for manual volume adjustments while recording.

Q: Can the Wireless Micro be utilized in outdoor settings?

A:

Certainly, the Wireless Micro is designed with a splashproof exterior, making it suitable for outdoor conditions. Additionally, the built-in microphones incorporate wind noise reduction to preserve audio clarity in breezy situations.

Q: What is the duration of the battery life?

A:

The Wireless Micro system can offer up to 21 hours of battery life with the provided charging case. Each charge allows for multiple hours of ongoing recording, making it perfect for all-day sessions.

Q: Is it possible to connect an external microphone to the Wireless Micro?

A:

Yes, the Wireless Micro transmitters are equipped with a 3.5mm input, enabling users to attach an external lapel or clip-on microphone for extra versatility.

Q: What components are included in the Wireless Micro package?

A:

The Wireless Micro package encompasses two transmitters, a receiver, a charging case, and furry windshields for wind noise attenuation. Additionally, it contains magnetic attachments and integrated clips for effortless mounting.

Q: Is the Wireless Micro compatible with applications other than RØDE Capture?

A:

Yes, while the Wireless Micro is designed for smooth operation with the RØDE Capture iOS app, it is also compatible with various other popular recording and video applications.

For further details, visit TechBest for the latest updates.

Quick Read

• Boxing superstar Mike Tyson is set to battle internet celebrity Jake Paul in a fight that is generating significant buzz and could potentially shatter US viewership records.
• Netflix is transforming sports broadcasting by including the event in its subscription package, moving past the classic pay-per-view (PPV) framework.
• The bout will be streamed live worldwide, likely drawing a huge audience thanks to the fame of both fighters.
• Streaming on Netflix reduces the cost barrier for fans, allowing access for over 247 million global subscribers.
• If deemed successful, this event could signify a crucial change in how major sports events are aired, challenging the hegemony of PPV platforms.
• The fight will be broadcast at 12:00 PM AEDT on November 16, 2024, specifically for Australian viewers.

Tyson vs Paul Clash: The Ultimate Fight?

In the coming 24 hours, the eagerly awaited clash between boxing legend Mike Tyson and YouTube sensation-turned-fighter Jake Paul is poised to transform the landscape of sports broadcasting. With both athletes enjoying massive fan followings and extensive promotional activities, this matchup might become one of the most viewed sporting events in US history.

The fight, funded by Netflix, could potentially reward both Tyson and Paul with eight-figure earnings. Although the precise payout remains unconfirmed, Netflix may emerge as the true victor, as it aims to use this blockbuster occasion to retain existing subscribers and draw in new ones.

A Shift in Paradigm: From Pay-Per-View to Streaming

Traditionally, high-stakes boxing matches have depended on the pay-per-view (PPV) model for revenue generation. Notable instances include the 2017 fight between Mayweather and McGregor, which had a PPV fee exceeding $100. Nevertheless, Netflix’s choice to present Tyson vs Paul as part of its standard subscription service shifts the game.

This approach eliminates the steep financial hurdles for fans, making the match accessible to Netflix’s vast global subscriber audience, which exceeded 247 million by Q3 2024. By integrating live sports with its established library of films and shows, Netflix is positioning itself as a formidable contender in the sports streaming arena.

Furthermore, Netflix’s departure from PPV resonates with its increasing emphasis on live events, as evidenced by the triumph of series like *Wednesday* and various sports documentaries. Presenting the Tyson vs Paul bout without any additional costs could draw millions of viewers who might otherwise abstain from paying for PPV events.

Viewing the Fight

To tune in to the Tyson vs Paul confrontation, all you need is an active Netflix account. Here’s when the fight will be live for Australian and worldwide audiences:

• Pacific Time (PT): 5:00 PM, November 15, 2024
• Eastern Time (ET): 8:00 PM, November 15, 2024
• Greenwich Mean Time (GMT): 1:00 AM, November 16, 2024
• Australian Eastern Daylight Time (AEDT): 12:00 PM, November 16, 2024
• India Standard Time (IST): 6:30 AM, November 16, 2024

If you haven’t subscribed to Netflix yet, you can register for a one-month plan and cancel it after the fight if needed. Netflix is also releasing a series called *Countdown: Paul vs Tyson* to build hype and give insights into the fighters’ training.

Potential for Record-Breaking Viewership

At present, the Super Bowl is recognized as the most-watched sporting event in US history, with 115.1 million viewers tuning in for Super Bowl LVIII in 2024. However, with Netflix’s international reach and the unique draw of pairing an internet sensation such as Jake Paul with a true boxing icon like Mike Tyson, this fight has the potential to exceed even that benchmark.

For perspective, the most-viewed sports event globally remains the 2008 Summer Olympics Opening Ceremony, which captured approximately 2 billion viewers. While it’s uncertain whether the Tyson vs Paul fight will achieve those figures, it stands a chance to set a new benchmark for viewership in the streaming era.

Moreover, the bout signifies a vital step in Netflix’s broader strategy to incorporate more live events, building on the momentum from sports series like *Quarterback*. This could be the pivotal moment that establishes live sports as a regular offering in the streaming giant’s content array.

Wider Consequences for Sports Broadcasting

The triumph of this event could herald a novel era for sports broadcasting. If Netflix achieves a record-breaking audience for Tyson vs Paul, conventional PPV broadcasters could encounter serious competition. This transformation might not only impact boxing but could also extend to various other sports, as streaming platforms increasingly vie with cable networks and PPV services for exclusive live event rights.

Advertisers will closely observe this event, particularly since Netflix has recently launched an ad-supported subscription tier. This could unlock novel revenue opportunities for both Netflix and the sports arena, enhancing the commercial viability of live sports on streaming services.

An Unforgettable Night

As anticipation builds for one of the most awaited fights in recent history, the Tyson vs Paul clash is set to create a lasting impact. Regardless of whether it breaks records, the event is likely to alter the future of sports broadcasting, propelling the industry further into the streaming landscape.

For an optimal viewing experience, visit Netflix.com and ensure you are subscribed to a Premium plan to enjoy the fight in 4K.

Summary

The Tyson vs Paul boxing match is poised to be a pivotal occasion, not just for combat sports but also for the evolution of sports broadcasting. With Netflix including the fight in its subscription offerings, it has the capacity to attract a substantial worldwide audience, contesting the traditional PPV structure. If successful, this could open the door for more high-profile sporting events to transition to streaming platforms, potentially transforming the sports entertainment sector.

Q&A: Essential Insights

Q: Why is this fight deemed a turning point in sports broadcasting?

A:

The Tyson vs Paul fight is available as part of Netflix’s subscription service, circumventing the conventional PPV model. This reduces costs for viewers and broadens access to Netflix’s global audience, indicating a possible change in how prominent sporting events are presented.

Q: How can I watch the Tyson vs Paul fight if I’m in Australia?

A:

Australians can view the fight live at 12:00 PM AEDT on November 16, 2024, simply by logging into Netflix. No extra payment is needed beyond your regular Netflix subscription.

Q: Is it likely this event will surpass viewership records?

A:

Though the fight might not reach the global viewership of events like the 2008 Beijing Olympics Opening Ceremony (2 billion viewers), it has the potential to break US viewership records currently held by the Super Bowl at 115.1 million viewers.

Q: What does Netflix aim to achieve by streaming this fight?

A:

Netflix hopes to maintain its valuable subscriber base and attract new viewers by providing high-profile live events like this fight. The platform is betting that sports content will diversify its offerings and keep audiences engaged.

Q: Could this fight influence how other sports are broadcast in the future?

A:

If Netflix’s initiative proves effective, it may encourage other sports leagues and promoters to consider streaming platforms as viable alternatives to traditional PPV and cable broadcasts, potentially transforming the industry landscape.

Q: Will Netflix pursue live sports in the future?

A:

Netflix has been progressively exploring live sports, as reflected in its recent sports documentaries and series. Should the Tyson vs Paul fight succeed, it’s probable the platform will expand its live sports offerings.

Q: Is it possible to watch the fight in 4K?

A:

Yes, the fight will be available in 4K for subscribers on the Netflix Premium plan, ensuring a premium viewing experience.

Brief Overview

• Generative AI (genAI) is not universally applicable to every business challenge.
• A significant number of AI initiatives face failure due to inadequate business integration and communication.
• For AI to succeed, organisations must have more than just technical knowledge; engagement from non-technical teams is essential.
• Organisations can adopt AI more efficiently with structured training and internal ‘champions of change.’
• Numerous genAI initiatives fail as they tackle the wrong issues or lack the requisite data and infrastructure.
• Cloud-based AI solutions like AWS Bedrock provide numerous tools, but businesses must concentrate on their unique requirements.

Why Viewing AI as Merely a Technical Task Leads to Pitfalls

The astounding potential of generative AI (genAI) technologies has captured the attention of businesses worldwide, consuming a considerable share of IT expenditures. Nevertheless, specialists warn that organisations concentrating exclusively on the technical sides of AI are bound to encounter failures.

For businesses in Australia, this insight is particularly significant as many companies hurry to implement AI technologies. The main message? AI is not a one-size-fits-all remedy for every business challenge, and viewing it purely as a technical endeavor rather than a comprehensive business strategy can result in disillusionment.

AI Lacks a Universal Solution

Various businesses are embracing AI for diverse motivations—some aiming to improve internal processes, while others use it in customer-focused solutions. James Finley, a senior systems trainer at Lumify Work (formerly DDLS), observes that companies throughout Australia and New Zealand are increasingly adopting AI. Lumify provides a variety of AI and cloud training options, including an 8-week CloudUp boot camp and certifications related to AI.

From his perspective, Finley points out that initial AI adopters frequently include technical experts like developers, sysadmins, or data platform professionals. Many of these individuals broaden their expertise across several domains, but as AI becomes more intertwined with business processes, firms realise they require more than mere technical skills; they need personnel who grasp both the technology and the business goals.

Transforming AI from Technical Initiative to Business Asset

Shifting AI from a technical side project into a central business asset necessitates comprehensive support from across the organisation. Gartner forecasts that by the conclusion of 2025, 30% of generative AI initiatives will be scrapped due to a lack of this integration.

Such abandonment typically occurs when firms pour substantial funds into AI resolving the incorrect issue or addressing it from a solely technical perspective. The advantages of AI are very specific to the company, workforce, and issues at hand, making it crucial to have a coherent understanding of business objectives for success.

If organisations fail to connect AI initiatives with real-world demands, they can incur costly setbacks. Some analyses suggest that as many as 80% of AI projects fail, often resulting from ineffective communication among stakeholders, insufficient data, or a misguided focus on user challenges.

Maximizing AI’s Potential

Generative AI platforms like AWS Bedrock provide a plethora of options, granting developers access to various AI models and APIs. Nonetheless, as AWS technical trainer Peter Vandaele notes, it is incumbent upon developers and organisations to direct these tools toward specific problem-solving.

“The foundational models can accomplish numerous tasks,” Vandaele states, “but you must focus it to integrate with your application.” In this framework, AI serves as an aid rather than a complete substitute for human effort.

The Significance of ‘Champions of Change’

While many technical team members have casually engaged with AI, organisations aiming for substantial AI adoption must move beyond preliminary projects. Systematic training and establishing internal ‘champions of change’ can significantly influence how effectively AI is woven into both the technical and non-technical segments of a business.

Leif Pedersen, APAC cloud and AI product manager at Lumify Work, asserts that AI training should reach beyond technical groups. “It’s vital to unlock the technology through fundamental cloud training and skills to maximize AI’s potential,” explains Pedersen. Lumify has positioned itself as a comprehensive resource for AI and cloud education, offering certifications that address both business and technical dimensions.

Nevertheless, solely technical training is insufficient. Businesses must also involve non-technical teams by designating champions who can promote AI adoption and educate others on the technology’s advantages for their roles.

Creating a Culture of AI Embrace

One of the primary obstacles concerning AI is dispelling the myths and apprehensions surrounding it. While there’s much excitement, uncertainty persists as well. Vandaele emphasizes the necessity for education and buy-in from every level of the company, not merely from upper management.

“You need to secure buy-in from the grassroots level,” Vandaele mentions. “Training can effectively spread education across the organisation.” When employees comprehend AI, they are less intimidated by it and more inclined to welcome its benefits.

Conclusion

Generative AI is an influential technology, but regarding it solely as a technical task can lead to underwhelming results. For Australian businesses, the effective adoption of AI demands a harmonious approach that includes both technical expertise and a comprehensive understanding of business objectives. Systematic training, coupled with internal ‘champions of change,’ can facilitate the essential cultural transformation within organisations. AI’s potential is extensive, yet without the right strategic focus and organisational support, companies may find themselves pouring resources into solutions that fail to yield the anticipated outcomes.

Q: Why is considering AI as a solely technical task erroneous?

A:

Viewing AI merely as a technical endeavor often results in failure because AI needs to be synchronized with business objectives. A purely technical focus can lead to addressing the wrong issues, causing disappointing outcomes and squandered resources.

Q: What role do ‘champions of change’ serve in AI adoption?

A:

‘Champions of change’ promote AI integration within a business, acting as educators to non-technical teams. They are vital for fostering cultural acceptance and ensuring that AI is embedded throughout the organisation, not just within technical departments.

Q: How can businesses guarantee the success of their AI initiatives?

A:

Successful AI initiatives depend on a precise alignment between technology and business objectives. Companies should emphasize systematic training, designate internal champions, and ensure AI solutions are designed to meet specific business challenges rather than merely showcasing current technologies.

Q: What causes many AI initiatives to fail?

A:

Numerous AI initiatives falter due to unclear communication among stakeholders, poor data infrastructure, and a lack of attention to actionable problems. Without a firm grasp of both the technical and business elements, AI project outcomes can easily falter.

Quick Read

• Medibank has enhanced its data platform by adopting Salesforce Data Cloud, allowing for immediate responses to customer behaviors, such as the intention to cancel memberships.
• Data Cloud facilitates tailored customer experiences by merging data from various sources to construct comprehensive customer profiles.
• Marketers are now equipped to coordinate interconnected customer journeys across different engagement channels, aiming for more consistent and customized interactions.
• For over ten years, Medibank has utilized Salesforce technology, with Data Cloud playing a pivotal role in its marketing initiatives.
• The upgraded platform allows for proactive retargeting of customers who explore insurance options without completing purchases, provided they have opted in for communication.

Medibank’s Data Enhancement: Improving Real-Time Customer Engagement

Medibank, a prominent health insurer in Australia, is adopting advanced data technologies to significantly enhance its interactions with members. With the enhancement of its customer data infrastructure to Salesforce Data Cloud, the organization can now respond contextually in “near real-time” to member actions, such as when someone considers canceling their membership.

Salesforce Data Cloud: The Core of Medibank’s Marketing

Salesforce Data Cloud functions as a customer data platform (CDP), amalgamating information from both Salesforce and external systems to enhance personalized customer engagement across various channels. This upgrade enables Medibank’s marketing team to create interconnected customer experiences, greatly enhancing the consistency and relevance of their interactions.

Leah Cassidy, Medibank’s Orchestration Lead, articulated that the Data Cloud assists the marketing division not only in personalizing customer interactions but also in progressing toward delivering more consistent, experience-focused engagement. “Data Cloud is our basis for being able to orchestrate connected customer experiences,” Cassidy remarked.

Customized Customer Interactions Across Channels

Data Cloud empowers Medibank to construct a comprehensive customer profile that merges offline data with online behavior, offering a holistic view of each customer. This allows Medibank to act on specific customer interactions, such as when a member visits the ‘cancel my membership’ page on their site. With this consolidated data, Medibank can intervene promptly, providing personalized content or responses based on the customer’s profile, life stage, and preferences.

For example, if a member expresses interest in alternative insurance products but does not finalize a purchase, Medibank can proactively retarget them using the integrated insights from Data Cloud, assuming they have given permission for such outreach.

Over a Decade of Collaboration with Salesforce

For more than ten years, Medibank has relied on Salesforce technology, and the company’s Head of Marketing Technology and Orchestration, Jon Goh, is of the opinion that Data Cloud is crucial for the future of their marketing strategies. “It lies at the heart of our marketing framework and marketing operations,” Goh stated at a recent Salesforce Agentforce conference in Sydney. He highlighted that the platform delivers a singular view of marketing, facilitating more intricate, data-driven campaigns.

Medibank first implemented Salesforce’s Marketing Cloud to enhance member experiences. With the introduction of Data Cloud, the organization now possesses the resources to provide real-time interactions enriched with contextual awareness, boosting customer satisfaction and loyalty.

Implications for Medibank Customers

For customers of Medibank, this data-centric strategy translates to more personalized and timely interactions. Whether it’s an email promoting better-fitting products or a call addressing a member’s concerns prior to policy cancellation, Data Cloud enables Medibank to remain engaged and relevant to its members’ needs. This proactive approach may be vital in retaining customers within a highly competitive insurance landscape.

Conclusion

Medibank is making considerable strides in enhancing its customer experience by upgrading its data foundation with Salesforce Data Cloud. This advancement allows the health insurer to tailor customer interactions in real-time, aiding in the retention of members who might be contemplating departure. By integrating data from offline and online sources, Medibank can formulate a cohesive profile for each customer, enabling marketers to provide timely, pertinent, and consistent experiences across various channels. With Salesforce technology at its center, Medibank is well-positioned to bolster customer retention through these proactive, data-informed efforts.

Q&A

Q: What is Salesforce Data Cloud?

A:

Salesforce Data Cloud is a customer data platform (CDP) that consolidates information from Salesforce and third-party systems. It enables businesses to personalize customer interactions by forming unified customer profiles and utilizing this data across diverse engagement channels.

Q: How does Medibank leverage Salesforce Data Cloud?

A:

Medibank capitalizes on Salesforce Data Cloud to customize customer experiences in “near real-time” by integrating online and offline data. This allows Medibank to respond contextually to member actions, such as contemplating membership cancellation, and to proactively retarget customers interested in other offerings.

Q: How long has Medibank collaborated with Salesforce technology?

A:

Medibank has been utilizing Salesforce technology for more than ten years. They initially adopted Salesforce’s Marketing Cloud to enhance member experiences, and with the inclusion of Data Cloud, they have improved their capacity to deliver real-time, contextually enriched interactions.

Q: How does this upgrade benefit Medibank customers?

A:

The upgrade positively affects Medibank customers by enabling more personalized and timely interactions, such as addressing a member’s intention to cancel or suggesting relevant products based on their browsing activity. This ensures that customers receive more pertinent and consistent messaging, boosting overall satisfaction.

Q: Can Medibank retarget customers who browse other insurance products?

A:

Yes, Medibank can proactively retarget customers who explore other insurance offerings without completing a transaction, provided customers have consented to such communication. This is achieved by utilizing insights from Salesforce Data Cloud to facilitate more targeted follow-ups.

Q: How does Data Cloud enhance marketing strategies at Medibank?

A:

Data Cloud improves marketing strategies by providing insights into customer segmentation and behavior, allowing marketers to refine existing experiences or develop new ones. It also ensures a more consistent implementation of personalized campaigns across various channels, enhancing the overall customer experience.

Orica Employs Generative AI to Revamp IT Service Desk Operations

Orica, a worldwide forefront in explosives and blasting technologies, has made a significant move to transform its IT service desk functions by incorporating generative AI using ServiceNow’s Now Assist tools. Following a two-year transformation journey, the company is now enjoying the advantages of automation, chatbot functionalities, and AI-driven self-service to improve both employee and customer interactions.

Quick Overview

• Orica merged generative AI with ServiceNow’s Now Assist to optimize IT service desk functions.
• The firm transitioned from a decade-old ServiceNow instance to a fresh setup after a 12-month re-platforming initiative with Thirdera.
• AI tools such as incident summarization, resolution note creation, and AI search have shown promising early results.
• Orica’s virtual agent deflection rate increased from 18% to 94%, leading to a substantial decrease in service desk demands.
• The integration seeks to lower Mean Time to Resolution (MTTR) and broaden AI application in other IT operations sectors, including event management.
• Future aspirations include multilingual AI support, with the technology potentially accommodating up to 12 languages.

Orica’s Path to Generative AI Integration

Orica initiated its journey to modernize IT operations two years ago. With a legacy ServiceNow instance that had become outdated, the company opted to reimplement the platform for a more effective and streamlined system. This re-platforming project, completed in partnership with ServiceNow ally Thirdera, spanned 12 months and positioned Orica back to an “out-of-the-box” ServiceNow configuration.

“Around two years ago, we chose to reimplement ServiceNow, and we undertook a 12-month re-platforming process with Thirdera to restore us to that greenfield out-of-the-box position,” stated Bradley Hunt, Orica’s Manager of DevOps and Regional Apps, during the ServiceNow World Forum Melbourne 2024.

Leveraging AI in IT Service Management

Upon completion of the re-platforming, Orica swiftly capitalized on the latest AI advancements. Within 18 months, the company introduced a variety of new functionalities, including a virtual agent, lifecycle events for HR and legal services, cloud discovery, and event management, among others. The deployment of these tools marked Orica’s initial foray into the realm of AI.

Initially, the organization tested external large language models (LLMs) through Azure OpenAI services, developing proof-of-concept AI tools integrated into their IT Service Management (ITSM) workflows. These preliminary experiments highlighted the potential advantages of AI integration in simplifying routine service desk tasks.

Now Assist: AI-Enhanced Functionalities

Orica transitioned to ServiceNow’s native generative AI suite, Now Assist, to further bolster its functionalities. The company promptly deployed capabilities such as incident summarization, resolution note creation, and AI search within six weeks.

“We were able to utilize [a ServiceNow accelerator] program, and within six weeks we implemented incident summarization, resolution note generation, and AI search [driven by Now Assist],” Hunt disclosed.

While the initial AI features such as resolution note generation provided only marginal time benefits, other features like live chat summarization and AI search quickly gained popularity among users. The ability to swiftly seek solutions, such as resetting a password, without traversing multiple knowledge articles was especially advantageous.

Enhancing Virtual Agent Effectiveness

A key success has been the effect of AI on Orica’s virtual agent. The deflection rate—the frequency with which the virtual agent successfully resolves an issue autonomously—surged dramatically from 18% to 94%. This enhancement has alleviated the burden on human service desk agents, allowing them to concentrate on more intricate tasks. Moreover, the interaction success rate of the virtual agent has doubled, augmenting user satisfaction.

“When observing the virtual agent [independently], the deflection rate [has escalated] from 18 to 94 percent, [which] is an extraordinary rise,” Hunt emphasized.

Minimizing Mean Time to Resolution (MTTR)

A critical metric Orica is attentively monitoring is the Mean Time to Resolution (MTTR), which gauges the speed of incident resolution. Even though the Now Assist tools had been recently operational for two months during Hunt’s presentation, Orica had already recorded a one-day decrease in MTTR across all incidents.

“We’re two months into this, [and] we’ve already reduced a day [from MTTR]. That’s across all incidents,” Hunt noted.

Future Goals: Widening AI Utilization in IT Operations

In the future, Orica aims to broaden its application of generative AI across additional areas of IT operations beyond ITSM. The company is investigating the potential utilization of AI for event management, software asset management, and other vital IT functions. Additionally, Orica seeks to boost AI’s multilingual support capabilities, enhancing its effectiveness in servicing the company’s global operations.

“Service management is excellent, but can we extend it to other realms of IT operations? Are we able to handle alerts, event management, and summarization of those?” Hunt inquired, underscoring the company’s long-term ambition for AI integration.

The plan entails further enhancements in deflection rates and the prospective launch of additional AI-driven features throughout Orica’s IT environment.

Conclusion

Orica’s integration of generative AI via ServiceNow’s Now Assist tools is redefining how the company oversees its IT service desk operations. With a concentration on automation, chatbots, and AI-enabled search, Orica has already experienced considerable advancements in areas such as virtual agent deflection rates, MTTR, and general service desk efficiency. As the organization continues to diversify its AI applications across other IT operations, the future appears bright for further improvements and cost reductions.

Q&A

Q: What is Now Assist, and in what ways is Orica using it?

A:

Now Assist is a collection of generative AI tools from ServiceNow intended to enhance IT operations by automating tasks such as incident summarization, resolution note generation, and AI-driven search. Orica employs Now Assist to improve its IT service desk, facilitating faster issue resolutions and lessening the burden on human agents.

Q: How has AI integration influenced Orica’s service desk efficiency?

A:

The inclusion of AI has substantially enhanced Orica’s service desk efficiency. For instance, the virtual agent’s deflection rate soared from 18% to 94%, meaning that significantly fewer tickets necessitate human interaction. This has contributed to easing the workload for service desk agents and increased user satisfaction.

Q: What obstacles did Orica encounter in AI implementation?

A:

A significant challenge was the transition from a decade-old, customized ServiceNow instance to a greenfield configuration. This process spanned 12 months and required collaboration with ServiceNow partner Thirdera. However, the re-platforming was crucial for enabling the new AI functionalities.

Q: What does Orica envision for future AI integration?

A:

Orica anticipates broadening AI’s application beyond IT service management into other IT operational areas, such as event management and software asset management. The company is also prioritizing advancements in AI’s multilingual capabilities to serve its global operations more effectively.

Q: Has AI contributed to reducing the Mean Time to Resolution (MTTR) for incidents?

A:

Yes, Orica has already recorded a one-day decrease in MTTR across all incidents within just two months of deploying Now Assist tools. The organization expects further enhancements as it continues optimizing its AI capabilities.

Q: In what ways is AI search benefiting Orica’s employees and customers?

A:

AI search allows users to discover solutions more efficiently without sifting through numerous knowledge base entries. For example, employees can instantaneously seek answers to common inquiries like “How do I reset my password?” and receive a summarized response, enhancing both speed and satisfaction.

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Google TV 4K Streamer Review: A Strong Competitor to Surpass Chromecast

Design

The Google TV 4K Streamer presents a sleek and minimalist design, making it a subtle enhancement to any entertainment environment. Its rounded edges and matte rubberised finish contribute to a modern look, making it both family-friendly and visually attractive. Contrasting with the older Chromecast dongle, this device is somewhat larger and necessitates a dedicated power source. However, the increase in size brings significant performance enhancements.

The included remote is similarly understated yet practical, equipped with dedicated buttons for streaming services like Netflix and YouTube, and a built-in microphone for voice searches. A notable feature is the star button, which can be customised for quick access to your preferred app or to manage IoT devices via Google Home. Regrettably, only one button is customisable, leaving users desiring greater flexibility.

Performance

Internally, the Google TV Streamer 4K is powered by a 2GHz SoC alongside 4GB of RAM, ensuring a highly responsive and smooth operation. Switching between streaming apps is effortless, with no discernible lag or delays. The interface is user-friendly, providing tailored suggestions from various services like Netflix, YouTube, and Amazon Prime, enabling seamless content exploration.

The device boasts 4K HDR resolution support, alongside Dolby Vision and HDR10+ for superior picture quality. During evaluation, the device managed 4K HDR content exceptionally well, with no buffering interruptions, delivering sharp and vivid visuals.

Features

The Google TV Streamer 4K is loaded with features that enhance both user experience and the functionality of your home entertainment system.

1. 4K HDR with Dolby Vision and HDR10+

Experience breathtaking 4K visuals coupled with Dolby Vision and HDR10+ for richer colours, improved contrast, and enhanced detail in both bright and dark scenes.

2. Dolby Atmos Sound

Dolby Atmos support provides a three-dimensional audio experience where sound moves around you, adding a deeper level of immersion, given you have the right content and speakers.

3. Smart Home Compatibility

Serving as a smart home hub, the device supports Matter and Thread protocols, enabling you to control smart lighting, thermostats, and view live security camera feeds directly on your TV.

4. Ethernet Port for Consistent Streaming

For users preferring a wired internet connection, the Ethernet port guarantees smooth and uninterrupted 4K streaming, a perfect solution when Wi-Fi might be unreliable.

5. Ambient Screensaver and AI Features

The Google TV Streamer can showcase AI-generated screensavers or photos from your Google Photos account when idle, adding a personal touch to your living space.

6. Improved Navigation and Voice Control

With a 22% faster processor compared to previous iterations, navigating through apps and menus is visibly quicker. Voice control through Google Assistant simplifies searching for content or managing smart home devices.

7. Customisable Remote

The remote’s customisable star button allows for instant access to your preferred app or smart home control, though having more programmable buttons would be appreciated. Additionally, the remote features a textured back for better grip and a ‘Find My Remote’ function for assistance in locating it when lost.

Concerns and Possibilities

While the Google TV Streamer 4K excels in many aspects, a few areas could be improved. Though the customisable button on the remote is beneficial, it leaves users contemplating the absence of additional programmable buttons for other apps or functionalities.

Moreover, the omission of built-in far-field microphones, akin to those in Google Home devices, seems like a lost opportunity. Including this feature in future premium models could elevate the device as an all-in-one smart home hub and entertainment centre.

Another limitation lies in the device’s maximum resolution of 4K@60fps, which may not fully leverage high-refresh-rate televisions or monitors that support 200Hz or greater. This might pose a constraint for users employing high-end displays.

Pricing and Availability

The Google TV Streamer 4K retails for A$159.00, which is noticeably higher than the prior Chromecast 4K. Nevertheless, the added features and performance enhancements justify the investment for individuals seeking to upgrade their TV experience. The device is available in Australia through the Google Store and major outlets like JB Hi-Fi.

Currently, it is offered only in Porcelain White, which may not blend well with all entertainment setups, particularly those inclined towards darker themes.

Conclusion

The Google TV Streamer 4K is a versatile, high-performance option that delivers an outstanding streaming experience. It features a commendable assortment of capabilities, including 4K HDR support, Dolby Vision, and smart home integration, positioning it as a formidable player in the streaming landscape. While there are slight areas for refinement, such as expanding the customisation options on the remote, the overall performance, user-friendliness, and feature set render it a highly recommended device for anyone aiming to enhance their TV journey.

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Summary

The Google TV 4K Streamer is an impressive choice for anyone wishing to upgrade their older TV without complete replacement. With support for 4K HDR, Dolby Vision, Dolby Atmos, and smart home integration, this device surpasses previous Chromecast iterations and numerous competitors. Its sleek design, responsive performance, and intuitive interface make it a premier selection in the streaming device market. Priced at A$159.00, it provides excellent value for those looking to modernise their home entertainment setup.

Q&A

Q: Can the Google TV 4K Streamer be utilized with any TV?

A: Indeed, the Google TV 4K Streamer can be utilized with any TV that has an available HDMI port. However, to fully enjoy its 4K HDR capabilities, you’ll need a TV that supports these features.

Q: Does the Google TV 4K Streamer support all well-known streaming services?

A: Yes, the device supports a broad range of streaming services, including YouTube, Netflix, Disney+, Stan, Amazon Prime, Paramount+, ABC iView, TenPlay, 9NOW, and 7 Plus, among others.

Q: Can I use the Google TV Streamer to manage smart home devices?

A: Absolutely. The device serves as a smart home hub, backing Matter and Thread protocols, enabling you to control compatible smart devices directly from your TV.

Q: What is the advantage of the Ethernet port on the Google TV 4K Streamer?

A: The Ethernet port provides a stable, high-speed internet connection, particularly advantageous for streaming 4K content when Wi-Fi might be unpredictable.

Q: Does the Google TV 4K Streamer offer voice control?

A: Yes, it features voice control through Google Assistant. You can use the microphone on the remote to search for content or manage smart home devices effortlessly with voice commands.

Q: Is the remote customisable?

A: The remote includes a customisable star button that you can set to launch a specific app or control smart home devices. However, with only one button available for customisation, users may wish for additional flexibility.

Q: How does the Google TV 4K Streamer compare to Chromecast?

A: The Google TV 4K Streamer presents significant advancements over Chromecast, offering superior performance, 4K HDR support, a customisable remote, and smart home integration, making it a more adaptable choice for contemporary homes.

Suncorp’s Revolutionary ERP Revamp: A Fresh Chapter for the Insurance Leader

Suncorp, one of Australia’s foremost insurance entities, is launching an ambitious, years-long technological transformation initiative focused on enhancing its enterprise resource planning (ERP) systems. This initiative is part of a wider strategy aimed at boosting operational effectiveness, refining processes, and incorporating state-of-the-art AI solutions.

Quick Overview

• Suncorp is revamping its ERP system as part of a multi-year technological initiative.
• New platforms for HR and payroll are introduced to streamline operations.
• Suncorp’s AI roadmap features 20 internally focused generative AI use cases for FY25.
• More than 100 traditional AI use cases are being developed, with Microsoft Copilot integration.
• A modern cloud-based contact centre platform is set to improve customer service and integrate AI functionalities.

Enhancing Human Resources and Payroll Systems

Suncorp is in the stages of implementing a new human resources (HR) system and managed payroll service. The objective is to streamline business operations and improve the comprehensive employee lifecycle. By consolidating these capabilities, Suncorp anticipates enhancing internal efficiencies and offering a more cohesive experience for its employees.

Financial Management Upgrade

Alongside advancements in HR and payroll, Suncorp is also developing a unified financial management platform. This revamp is intended to integrate and simplify backend functions, allowing the firm to better oversee its financial operations. These modifications are integral to Suncorp’s broader initiative to enhance business functions through technology-driven strategies.

Suncorp’s Generative AI Initiatives

Generative AI is emerging as a central component for Suncorp, with the insurer in the process of creating 20 use cases targeted at internal operations for FY25. Suncorp CIO Adam Bennett states that these AI efforts will initially focus on bolstering internal functions before expanding into customer-focused services in subsequent years.

“We have prioritized lower-risk generative AI cases for FY25, centering on internal processes to enhance our team with plans to transition to more customer-facing generative AI applications in the future as the technology and capabilities evolve,” Bennett noted during a recent investor strategy briefing.

Suncorp’s AI initiatives are spearheaded by Chief Technology Officer (CTO) Priyanka Paranagama, who was appointed in September to the newly established role of Executive General Manager of AI Transformation. With Paranagama at the helm, Suncorp plans to progressively expand its AI capacity, gradually pivoting towards applications that serve customers directly in the coming years.

Employee Training in AI

In preparation for an AI-driven landscape, Suncorp has launched a comprehensive AI training program for its workforce. Thousands of employees are engaging in hackathons, formal training courses, and reskilling opportunities. This focus on AI learning aims to foster a culture of innovation and readiness across the entire company.

Microsoft Copilot and AI Automation

Suncorp is already utilizing Microsoft’s AI-enhanced Copilot across its SaaS platforms, driving automation and system advancements. In addition, the company has implemented over 100 traditional AI use cases and rolled out 470 software robots. These robots have successfully automated approximately 30 million transactions in the past financial year, significantly boosting efficiency and minimizing manual tasks.

Moreover, Suncorp’s AI-powered chatbots have engaged in more than 2 million interactions through the company’s digital channels, improving customer interaction and support.

Upgrading the Contact Centre with AI-Integrated Technology

As part of its transformation plan, Suncorp is also enhancing its cloud-based contact centre platform, replacing the existing Genesys system. This upgrade is aimed at improving customer experiences and integrating AI functionalities into Suncorp’s customer service operations. By modernizing its contact centre, Suncorp aims to facilitate more fluid and efficient customer interactions.

Conclusion

Suncorp is undergoing a transformative journey with its ERP revamp, focusing on optimizing operations, improving employee management, and integrating advanced AI technologies. While the company’s multi-year strategy currently emphasizes internal improvements, Suncorp intends to broaden its AI capabilities to include customer-facing services in the future. The collaboration with Microsoft Copilot and automation technologies underscores Suncorp’s dedication to innovation and operational efficiency.

Q: What is the objective of Suncorp’s ERP overhaul?

A:

The ERP overhaul aims to streamline business processes, particularly in the areas of human resources, payroll, and financial management. Suncorp seeks to refine backend processes and enhance the overall experience of the employee lifecycle.

Q: How is Suncorp integrating generative AI in its operations?

A:

Suncorp is developing 20 generative AI use cases for FY25, focusing on enhancing internal operations. These AI applications are intended to support employees’ work, with future plans to expand into customer-facing AI solutions as the technology develops.

Q: What steps is Suncorp taking to prepare its workforce for AI integration?

A:

Suncorp is equipping thousands of employees with AI training through hackathons, formal education sessions, and reskilling programs. This extensive training initiative is part of Suncorp’s strategy to cultivate a more AI-aware workforce and promote a culture of innovation throughout the organization.

Q: What function does Microsoft Copilot serve in Suncorp’s technology transformation?

A:

Microsoft Copilot is being used across Suncorp’s SaaS platforms to drive automation and optimize operations. This AI tool is integral to Suncorp’s comprehensive strategy to incorporate advanced technologies and enhance operational efficiency.

Q: In what ways is Suncorp enhancing its customer service using AI?

A:

Suncorp is modernizing its contact centre platform with AI capabilities to improve customer interactions. The new cloud-based infrastructure will succeed the existing Genesys system and facilitate smoother, AI-enabled customer service encounters.

Government Departments to Retrieve $49M Tech Initiative via Internal Delivery Strategy

Federal Departments to Transition Tech Services In-House

The Australian federal government is making decisive moves to lessen its dependency on consultants and contractors by transitioning $49 million worth of technological services back in-house. This action is part of a larger campaign to reclaim “core activities” that have been outsourced over time, spearheaded by Finance Minister Katy Gallagher.

Strategic Commissioning Framework: Reducing Dependency on Contractors

The Australian Public Service (APS) has faced criticism for its substantial dependence on outside contractors, particularly in the IT and digital domains. In response, Gallagher has launched the Strategic Commissioning Framework, which aims to reduce this reliance and bolster the internal capacities of federal departments.

Recent figures indicate that $527 million worth of core services will be reintegrated into 104 agencies throughout the 2024-25 timeframe. Of this total, ICT and digital services will represent 22%, with Defence handling its own considerable reductions.

Effects on the Defence Department

The Defence Department has been a significant participant in Australia’s outsourcing trend, especially regarding technology services. However, it has already begun to lessen its contractor reliance, notably reducing its staff-to-contractor ratio from 80:20 to 60:40, as noted by Defence CIO Chris Crozier. This change is part of a wider transformation of the department’s tech operations, marking an important advance in building internal capabilities.

Financially, Defence has taken on the largest cut in outsourcing, with a $308 million reduction. However, specifics about which particular tech services will be reintroduced in-house remain undisclosed.

Australian Taxation Office’s Plans for Reducing Outsourcing

Another crucial participant in this initiative is the Australian Taxation Office (ATO), which has pledged to decrease its IT outsourcing expenses by $31.9 million in 2024-25. The ATO has historically relied heavily on external contractors for IT, service provision, and data analytics but is now moving toward a more autonomous approach.

Challenges of Reintegrating Tech Services

While the government’s plan to reclaim outsourced services may appear simple, agencies have reported facing difficulties when bringing certain tech services in-house. The Strategic Commissioning Framework report revealed that 67 departments and agencies recognised ICT and digital services as “core systems,” with 55 still outsourcing at least part of these services.

Many agencies highlighted issues with attracting and keeping the skilled personnel needed to oversee these intricate systems, especially considering the competitive tech landscape. Moreover, transitioning from a contractor-centric system to in-house services necessitates not only technical skill but also considerable organizational adjustments.

Finance Minister Katy Gallagher’s Objectives

Since her appointment in 2022, Katy Gallagher has been firm in her commitment to reducing Australia’s reliance on consultants and contractors. Her vision is to reform the APS, enhancing its ability to provide critical services directly to Australians without needing outside assistance.

“When entering government, we outlined an ambitious agenda to reform the APS, and to enhance capabilities, ensuring the APS can deliver the services Australians expect,” Gallagher asserted.

Conclusion

The Australian government’s choice to bring back $49 million in technology services in-house forms part of a broader strategy aimed at reducing dependence on external contractors and consultants. This initiative, driven by Finance Minister Katy Gallagher, seeks to reclaim $527 million of “core activities” across 104 agencies during the fiscal year 2024-25. With ICT and digital services representing 22% of this reclaimed workload, the transition signifies a pivotal move towards fortifying the internal capabilities of the Australian Public Service (APS). Notably, both the Defence Department and the ATO are central figures in this transition, implementing significant cuts to their outsourcing expenses. However, challenges remain, especially in terms of attracting and retaining tech expertise.

FAQ

Q: What prompts the Australian government to internally manage tech services?

A:

The government seeks to diminish reliance on external contractors and consultants, mainly in ICT and digital services, with the goal of fortifying federal agencies’ internal capabilities, enabling them to provide essential services directly to Australians.

Q: What is the purpose of the Strategic Commissioning Framework?

A:

The Strategic Commissioning Framework is a policy set forth by Finance Minister Katy Gallagher geared towards phasing out contractor and consultant usage within the Australian Public Service (APS). It aims to reclaim core work that has been outsourced, particularly in the ICT and digital fields.

Q: What role does the Defence Department play in this transition?

A:

The Defence Department has been among the largest users of external contractors, particularly in tech services. Nonetheless, it has cut its staff-to-contractor ratio from 80:20 to 60:40 and is also making cuts of $308 million in outsourced services, although the specific services being brought back in-house have not been made clear.

Q: How much is the Australian Taxation Office reducing its outsourcing expenses?

A:

The Australian Taxation Office (ATO) is targeting a reduction of $31.9 million in IT outsourcing costs for service delivery and data analytics in the fiscal year 2024-25.

Q: What challenges do agencies encounter when transitioning tech services in-house?

A:

Agencies are experiencing difficulties in sourcing and retaining the talent required to manage complex ICT and digital systems. The transition from a contractor-centric model to internal services also demands significant organizational transformations.

Q: What are the financial implications of this initiative?

A:

Overall, the government intends to reintroduce $527 million worth of core services by 2024-25. This includes $49 million in tech services, with ICT and digital services making up 22% of the reclaimed workload, apart from Defence.

Q: How does this initiative affect the wider Australian Public Service (APS)?

A:

This initiative is part of a comprehensive strategy to reform the APS by curtailing its reliance on external contractors and consultants. By fostering internal capabilities, the government aims to develop a more effective and self-sufficient public service that can better serve the needs of Australians.