The event focused on how artificial intelligence is reshaping technical support by enhancing efficiency, accuracy, and customer satisfaction. AI is playing a key role in automating routine tasks and enabling support teams to better serve customers.

Rainer Zielonka, representing TSANet, met with industry leaders from companies including IBM, Red Hat, NetApp, Arctera, Microsoft, Nutanix, AWS, HPE, HashiCorp, and Cumulocity to discuss the future impact of AI on technical support.

Topics covered during the meeting included:

• Executive keynote
• Next-generation support metrics
• The Digital Operational Resilience Act (DORA)
• Technical support challenges in restricted environments (“dark sites”)
• TSANet organizational updates
• Cost avoidance and efficiency strategies using non-AI methods
• AI developments, challenges, and ethical considerations

A roundtable discussion explored support as a strategic differentiator within the technology ecosystem and examined how to position support portfolios and define their value. Follow by interactive workshops

Closed-loop learning: sharing insights from escalations and implementing preventive actions and resolution ownership: managing critical situations to minimize high-level escalations.

At the conclusion of the meeting, Rainer expressed appreciation for the participants’ engagement and openness. He thanked Arnaud Errede, the AWS team, all speakers, and attendees for contributing to the event’s success. He also announced that the next focus group meeting is planned for Fall 2025.

For more information about upcoming events, contact Rainer Zielonka at rainer@tsanet.org.