2566: AI, Humans, and the Future of Service Delivery - a podcast by Neil C. Hughes

In this episode of Tech Talks Daily Podcast, I explore the fascinating intersection of human labor and artificial intelligence with Kit Cox, the Founder and CTO of Enate. Kit's journey is a compelling narrative that many in the tech industry can relate to. After years of working on bespoke automation projects for large-scale enterprises, he reached a pivotal moment in 2017. He realized that the technology he had been developing had matured to a point where it could effectively mimic human actions. This led him to a crossroads: should he continue down the path of custom projects, or pivot to create a platform that could manage a hybrid workforce of both humans and digital workers?

Choosing the latter, Kit founded Enate with a straightforward yet ambitious vision—to help businesses navigate the future of work by organizing their operations and maximizing efficiency. Enate is a no-code process orchestration platform that allows work from multiple sources to flow into a single system. It enables teams to build simple workflows and manage hybrid workforces, all while maintaining complete visibility and governance. The result? Businesses that implement Enate's solutions can achieve up to a 20% increase in efficiency.

During the podcast, Kit and I delve into the mechanics of service delivery, breaking it down into three essential components: understanding customer requests, gathering the necessary information, and executing the task. Enate serves as a linchpin in this process, automating certain tasks while seamlessly involving human expertise where it's most needed.

However, the journey to this point hasn't been without its challenges. Kit opens up about the role of external funding in scaling Enate. Investments from angel investors and venture capitalists have been instrumental in hiring top-tier talent and aligning the company's objectives for rapid growth. He also shares case studies, including one involving TMF, that showcase how Enate has helped major brands globalize their operations across multiple countries.

One of the most intriguing parts of our conversation revolves around the challenges of standardizing services across diverse geographies, each with its unique laws and regulations. Kit discusses how Enate employs various automation technologies, such as Robotic Process Automation (RPA), Generative Pre-trained Transformers (GPT), and intelligent document processing, to navigate these complexities.

As we look toward the future, Kit and I examine the role of AI in different job functions. We both agree that while AI has enormous potential, the importance of human validation and correction cannot be overstated, especially in service delivery environments. We also touch upon the rapid advancements in AI technology, the inevitable obsolescence of older models, and the shift towards using more general models like GPT for a broad range of applications.

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