How Organisations Can Adopt AI to Improve Service Management

Video Transcript

- Intro -

Chris Bland: Good afternoon or good morning to everyone. This is a webinar today, to discuss how AI can improve service management. And we are running this in conjunction with one of our partners, Halo, who has a fantastic ITSM tool. And, I would like to introduce, Louis today from Halo, who is going to run the presentation and just take us through some of the features of Halo. BDQ we are one of their, we've been an Atlassian partner now for many years. We are now a Halo partner, and have got offices in the UK and the US. So, Louis, if I hand over to you, you've got a great presentation and demo, and we can deal with questions as they come up.

Louis Scanlon: Yeah. Thank you. And thank you again for sort of organizing today. And thank everyone for for joining in. As Chris said, I do have a sort of presentation on not only just AI today, but also sort of Halo more in general. And as some of you might know what Halo is, but some of you might not. So a bit more of a generic overview of of the company as well. So I share my screen. So, So in terms of myself, as Chris mentioned, Louis Scanlon work here as an account executive within Halo, started about a year and a half ago on support, sort of moves through the ranks. In terms of an ethos, the idea is you start in support and you build your way up as you go on. So really that idea of starting from the bottom and going on.

Our plan, as I mentioned, is to touch on to it. But first going on to that idea of who Halo ITSM and what we actually provide. So we're a service management platform built across the organization, not just ITSM. It's a name that sort of going through a little bit of a refurb at the moment, as we do enterprise service management as well, so often get facilities H.R teams as well. But then we've also integrations into such as DevOps and Azure. You can begin to to build that development side of things as well. Essentially what we're trying to deliver is the easiest centralization platform for your teams as possible. So being able to integrate into lots of different tools across different departments with easy to low-code functionality. So when you want to bring in those additional departments, you don't have to worry about the I.T. literacy and you can make sure that people are all available to work on it.

As a company ourselves within Halo, we've worked over the past previous getting 100% growth year on year, and we actually recently won an award for top 30 growing companies in the UK - not just in technology that is overall. We are headquartered out in Stowmarket, which is a bit unusual for a company such as our size and our sort of technology scope, but it's purely because our CEO is still very hands on, still wanting to grow the company himself, and therefore he and his family moved out to Stowmarket, I think about 25 years ago and they've never moved and we now we now only really hire from from local unis and local colleges as well. As of last year, we actually hit the 4000 client mark as well. Variety of sectors. We do well in public and private sectors. Education is is one of our, our focal points as well. And as you can see on the screen here, we've got Sky, Microsoft and Siemens as well as many other household names that you might recognize. I'm sure if you've sort of watched the football or the F1, you will notice the HaloITSM on the halo of the McLaren car or the HaloITSM sort of spread the whole of the the Portman Road as well.

So a bit of history on Halo in terms of Halo itself, it's relatively new to the market. We had a big refurb in in 2018, but in terms of the experience and the product, it's been about since mid 90s. So it was originally the helpdesk was created on floppy disk before my time. But it was it sort of could it's a quick fit. The first over time it's grown. And then around 2016, 2017, we began a full rehaul of the product itself. We then made it on a modern UI only we used sort of the market concerns and the main issues with the existing tools at that time to really begin to build a, an easy to use, low code model that was still in line with other functionalities and also our philosophies. We utilize the react framework. So same as Facebook. So if you were to use it on your phone, you wouldn't notice any functionality loss. It would be that that same use case, it's also built in a complete Rest API, which has allowed us to have all these integrations, but also means if we don't directly integrate with one of your integrations, we can just roll out to the further scope as well. Since then, we've released a new stable released every quarter each year, and we actually publish all of our release notes online as well. So you can see what's been changed. We also are very close to the community. So if you want to suggest one of these feature requests, you'll get a ticket ID. If that's actually to make it into the next stable, you'll actually receive a little email to say your feature request has made it in, just so you have that visibility. Trying to stay as close in contact with the community as possible. We'll skip forward to to this year.

We're one of the fastest growing companies in the ITSM space, and our name is is slowly creeping out there. We've we've recently been recognized by Gartner as well as one of the the best AI companies in the in the scene as well. A large part of the company is privately owned, and it means that we can be a lot more dynamic and a lot more flexible with how we do. It's allowed us to keep completely internal developers, and in fact, some of the developers that made the 1994 system are still actually here today. Working on it. There's also a written commitment into our contracts, which says that we won't be selling or be part of acquisitions for the next ten years. This is a rolling contract at the moment. It's running till 2023, 2033 sorry, but it can go further on from that as well. The final part of our philosophy that we try and stick to is our licensing. We believe there shouldn't be any paywalls and all the AI functionality today is included within. So it's all on a modular basis. You pay per agent. So technician that needs to be within the system. If you have a situation, especially as you bring in further teams that you don't want to have lots of licenses spent on HR facilities when they're very rarely within the system, then we also have the option for concurrent licenses. So being able to share them, split the numbers between named and concurrent, and have a most cost effective IT system as possible.

Chris Bland: So, an interesting point that Louise, you don't generally have to license extra modules. It's all inclusive. The thing you do license is the number of named users you want, or concurrent users you want?

Louis Scanlon: Exactly that, yeah.

Chris Bland: Yeah. And, another interesting point is, yeah, you can you can run it on prem as well as in your SAS cloud. Sorry, I didn't mean to steal your thunder.

Louis Scanlon: They're always interested, to build on what Chris said there. So. Well we are sort of hosted in AWS. We have very secure cloud infrastructure. If whatever is. And you did want to go on prem more than happy to cater to that as well. All of our support team goes through on prem training, so all able to sort of deploy you and help you even when you aren't in our direct cloud. One of the the other things is, as we've mentioned, is always putting customers first. So we actually have a Halo community page where we have a dedicated team who work on it. They'll respond to any questions, but they'll also monitor of feedback to monitor feature requests within that to see what they're actually people are actually asking for. And then we'll begin to develop from that. At the end of it, the idea is that we've got a system that allows you to centralize everything with no code and sort of a modern format, and I'll show you the system in a second, and hopefully you'll be able to see that.

Of course, today is mainly about AI, I appreciate that was a bit of a Halo introduction. I imagine there's a few of you that will have heard also won't have heard. So the point of today is to go through AI what actually is within the ITSM scope, and then also link that into Halo and how Halo have integrated that into the system. So I think the best place to start with this is actually to start talking about how AI works within this scope. So in its current form, it's an augmented search.It does it on a database of knowledge or maybe existing tickets as well. But it's not just searching for text. It'll also be searching for contextual content as well. So being able to pick up on the more human side of it, if they're talking about a certain thing, if they say thank you, or in certain other words, it will still be able to pick up on it, saying thank you. Each piece of data is sent to a large language model. How you connect it is up to your selves. So Halo, as I mentioned, provide an open AI connection. But if you have your own AI connection, you can plug that into Halo as well. It then generates a vector representation of this database that can then be used to create schools, so that when you are working through that, you'll have that information. It is worth noting that for the cloud side of things, when stored in AWS, you will have separate databases for each instance. So when I do mention the idea of a large language model, you're not training a wider large language model. It's purely just training your database and the data that you have internally.

When you use AI and you begin to search through that database, then it will begin to return embedded scores, which will have an indication of how much of a match it is. So for example, matching existing tickets, matching articles as well. Some of the examples are as you opening OpenAI's, as I've mentioned, but also ChatGPT, and there are others coming out just as AI begins to grow. A lot of them are based within sort of developing a vectorized database, so the functionalities are similar depending on the tool use. Of course there'll be some differences, but a lot of the the things I go through today will be available if you use Halo's AI only, or if you use your own one as well. So I guess then linking that into Halo, how does that actually look within the system? So at the moment it does exactly how I've described so far. So it embeds that vectorized database into your system. You can then begin to build out prompts. So asking it to scan through that database and provide answers, populating fields or even starting automations as well. Every time that comes back, it then acts as a normal field within the system, and you can build out workflows from that. In terms of linking that use case into the actual ITSM side of things, the key takeaways for this, and hopefully you'll find today, is the idea of being able to increase automation efficiency and also being able to predict things. So incoming tickets, using historical data to have a better idea of how you'll be able to act going forward by enabling AI to augment your service desk, you should also see direct increases in the efficiency side of things, removing the need for human intervention in routine tasks, so allowing your agents to spend time elsewhere where their resource their skills is more valuable instead of spending them doing. I like to call them T0 tasks, those things that require very little human brainpower. But a lot of human time to sort of scroll through it and get everything done. Of course, AI is constantly growing as well, so I will create a shift towards proactiveness and potentially help prevent issues from occurring. But then over time, there might be more functionalities that come out from that. So it is a part of your tool that could really help you with long term growth, being able to keep up with trends in the market and your competitors, but making sure you're staying ahead on this side of the tool system.

So I guess I, as I've said, a lot of high level overview of what I can look like, what Halo is, and also how it works within Halo. But I appreciate the best way to show this would just be to sort of share my screen and actually show you what that could look like. So that's exactly what I'm going to do today. If I may very quickly stop sharing my screen.

Chris Bland: Well, that's great. Just a maybe quick question. What are the benefits of being able to use your own AI model versus the Halo AI model?

Louis Scanlon: Yeah. So in terms of the main benefits, it would be if you're using your AI model from a wider company scope, it means you can begin to use the information not just from the Halo database, but also if you've got information from other aspects and other tools that you're using on, you might have a wider, large language model that you can pull information from and therefore give a slightly more wider scope of personalized answers within the system.

Chris Bland: And I suppose it also guarantees that all data from your system, if you so wish, it doesn't have to go into any Halo's system that you can go get to your own private model.

Louis Scanlon: That is the other use cases, that idea of sort of security blanket, you know exactly where that data is. You've got a lot more control of it as well.

Chris Bland: Thank you.

Louis Scanlon: So what we're sort of seeing on the screen at the moment, and again, for that idea of people that have seen Halo before and people that haven't seen it before, I, I'm going to sort of go on a very quick overview. So here is the the agent profile. So this is what you see when you log in. And you can customize this and configure this to how you want. When I spoke earlier about there being a modular basis, this is what that that modular side would look like. And we can see here I haven't quite turned the AI on this specific instance. If I were to turn it on you'd be able to see all that information, look into it. We can see those ability to have a default halo connection and then your own open AI and etc, and your own connections beyond that. The other side of it is the end user portal. But the main reason I like to highlight this is all of these are because of the ChatBot. I'll touch on the functionalities within the chapel later, but there's lots of functionalities in terms of being able to give you end users instant help without the need for agent interaction, but it's also fully audited. So if you're AI help isn't fully beneficial, your agents will still be able to see what's been said, how they've approached it. Just so that your first response, you know what's going on and you've got that idea. Going into an actual instance where AI been a bit more set up and we've got an example of here is AI suggestions and insights. When a ticket is logged into Halo, you can actually ask it to scan the ticket and provide insights into what it says. So I generated summaries are a very popular one, especially if you're purchasing tickets around different teams when it comes into an agent's queue, rather than having to read through a long thread of emails and private notes straight away, they can see a generated summary of what's been going on and how they can potentially help with this. We then have other fields such as suggested priority, the tonality and also the suggested resolution. This hasn't been resolved yet, but if there was one, it would also be I'll show up here. You could apply those automatically or you can have them as shown today, sort of suggestions to your agents. You'll also notice we have the AI suggestions tab. And this is a prime example of that vectorized database being able to provide a score on how best to use the system. So here what we've got is actually lots of suggested actions for your agents, depending on historical data, knowledge base articles, and other matching problems within the system. If you want to apply it, you can do so. But also if you didn't want to, you can leave it so it is really up to your internal use and how much your your company wants to leverage AI internally.

We then also have a score based system of articles and tickets. So when you're going through, you can actually see straight away that there's a knowledge base article very closely related to this. And one thing that a lot of our customers do leverage is you can put a minimum score to this. So if the knowledge base is matched above 0.95, say it can automatically send that out without you having to interact with the ticket at all. The same goes for the ability to see match tickets. You can then view that ticket, see what was done, and straightaway you've got that response available to you. In terms of another way you can view this is we've also got the problem resolution finder. This is what's populating the suggestions field. And we can see we've got suggested articles matching problems and similar an open closed instance as well that we can view the we've got that matching score within. AI isn't just used within the triaging side of things as well, but there's lots of other functionalities.

One of the other ones that I'll use myself in our internal halo is actually when I go to email the user, there's a prompt set to this which just says, use the information that you've had from your AI search and create a suggested response. What it will do is exactly that. So actually summarizes a knowledge base article, all or previous resolutions and provides a full on answer. I can then populate the bit more of the personal details of it. My my email template will be set potentially within my profile, so I don't have to worry about the signature, and then I can send that straight out in terms of, I appreciate, I'm going through a lot of the functionality and I'm not really showing the configuration of it. And I spoke about loads in our code, and I want to try and be as transparent with that as possible.

So in terms of configuration of of how the action actually works, it is a case of choosing the operation. This in this use case it's generating a user response and then giving it a prompt. So same as if you were working in ChatGPT you'd give a question. It would then pick that up and be able to give you an answer within that. So similar sort of use case, there, you'll be able to make that prompt. You can use dollar variables which are automated populators within Halo. And essentially work is exactly that. So the rich note here is the most recent response. So you'll be able to see. We've also said do not delete anything. So making sure you've got that buffer. The AI responses won't ask what needed to do something that goes against your sort of standard protocol internally. It doesn't just have to be creating responses. We can also have the ability to improve responses as well. So this is when I mentioned myself using this functionality internally. This is something I'll use day in day out, complete honesty. And it essentially is a very simple prompt just to make sure that your spelling, your tonality comes across as professional and is sort of made out as possible, so that when you are sending lots of emails within a day from the same helpdesk, you can begin to have a bit more of a consistent output of no spelling mistakes. And there's always a joke around the office that there's someone that is slightly ruder than they expect to be. You can make sure you sort of remove that functionality there as well.

The next sort of side of it is the reporting side. And while Halo does have an online repository of over 900 reports, we do also have the ability to create reports using AI. So here if I go into data source and scroll down, we can see we've got that query builder. If I am to to run the example query in here, generate that as a report. You'll actually write that SQL for me straight away. While this is sort of loading through, it doesn't just have to be done for tickets. The Halo database everything is stored within into including audit logs, assets. So you can actually report on completely anything within that begin to make the joins as well. Now it's created that report. I can run that test sets to successful. As soon as I load that report. You can see it gives me all the tickets that I've opened within the last week. So we can see this is a this is a test account. Hence the sort of some ways that that might not be as normal as possible, but hopefully give you that idea of how easy it is to create that report.

Chris Bland: And actually then I think it's worth pointing out that the architecture of Halo is such that you can access the database underneath and generate SQL. So you're not limited to just what API supplied. So it's very flexible how you can do reporting actually. And this is great because it just makes it easy for business users to produce those things without needing to know SQL. But you got it there if you want it.

Louis Scanlon: Yeah exactly that. And in terms of that that database. So again linking back into that security side of things Halo ITSM while we store your data in the cloud, if you are to go with cloud, you as a customer have full ownership of that data. So we'll never action it we'll give you read only access to that database. You really do have full control of how you want to action it and how you want that to look within the system.

Chris Bland: Yeah, it's it really gives you flexibility with the reports. You can run.

Louis Scanlon: One of the other AI functionalities and one that I find that our customers actually enjoy the most. And even if they use limited amount of AI have this turned on anyway, is this ability to enable thank you detection. And what this means is that when you are receiving tickets from your end user to say thank you for your help, thank you for closing this ticket off. Or as I mentioned earlier, the ability to text detect context and text as well. So even if they state “This is this is great. You can close this ticket.” Halo can pick up on that. It will still update the ticket with that message, but it then won't reopen that ticket thread and cause you to go down that route of having a loop of you open the ticket. Someone else will get that notification that has been reopened. Close it again and you get stuck in that spiral. So just a little things as well, even if you want originally going to go completely full blown. I only use those small things that can just help reduce a lot of time, and a lot of those of little bugbears within the system.

The final thing on this screen as well is the ability to have surveys. So within Halo you can have one click feedback, but you can also embed surveys into sort of a certain percentage of tickets when they're closed. Using AI you can begin to have a generated summary of what those surveys are saying, and you can get a better insight into exactly what you need to improve on. But also, of course, what you're doing well as a helpdesk. So really being able to deep dive into that information again, using using this sort of additional AI service to help you get the most effectiveness out of that data.

The final sort of thing I was going to show today is the ability to have a virtual agent. So a chatbot on the portal, it has HTML source code as well. So not only can you put it on the portal, you can put it onto a website. You can have it within your teams as well. And the first thing I'm going to do is I'm just going to essentially ask it what can actually do today. So you can customize these chat bot flows. You can have as many as you want. They can appear slightly different to certain customers if they need different requirements. But we can see here it's got the ability to search through knowledge bases and answer queries. So on that one. In terms of your knowledge base within Halo, you can actually use AI to automatically create knowledge bases when you're resolving tickets. But then also you can use it so that if you ask you sort of chatbot say “my emails aren't sending!” instead of sending you to a knowledge base making you click on a link, making you go through that process. Instead, it will be able to provide a summary of that and give you an indication of what you actually need to do. Other ones, such as log service quests, you can essentially act as logging a request. Within the chat flow, you'll have your mandatory fields that are required so that when you use it is using the chatbot and it's looking at ticket, you're still getting the same needed information as if they were to do it via the portal, just via a ticket form, and you can see all that information come into the system when you have automations running, or maybe sort of even and AI picking up on certain things and then processing it, you can make sure you have that information as well. Similar to log instances for any issues, as well as being able to check the status of open tickets. So instead of having to go into it, find the ticket yourself. You can just call up about it. If whatever reason it does require escalation, you can then begin to ask more questions and even speak to an agent on the Halo end asking if there's anything else you can do or if they've had any updates from that. Of course, the extent to this is really up to you how much you want your end users to be able to communicate and how far forward they can go to an agent front within that. And again, that sort of final point back to me up there, the ability to to transfer to a human agent if required, just also going to show the chatbot in use today. I've also just shown those functionalities. So not only can it pull from say your internal database, but if you've got sort of the want and the need, you can also have it search further out as well. So here I can ask where can I get the sort of the latest version of Chrome. It will then send me a response using knowledge based articles. If it needs to go further afield and you've allowed it to, it can do that as well. But of course security reasons, you can also completely stop that. So it's actually sent me a link to Google Chrome. It knows it's not a Halo knowledge base, but the OpenAI is aware that there is articles that can help with this. I can then also ask it to send me a a bit more of a built out link, so I know exactly where to click. You can use it as a resource, as an end user to have all this information just well, we move on to the next bit as well.

At the end of every conversation, you can actually have it. So it looks at closed ticket. With this conversation, so that when you are all reporting on how effective your chat bot is being, how many tickets you're getting logged by each individual source you can begin to drill down on if you're actually helping the end users, or if they're just using it as a way to to log tickets, and you very rarely resolve it on the spot with them. The other side of it is, of course, that option for just helping you give summaries on known issues within the system. So here I'm asking you about my emails or not sending, and it will send me a breakdown of that knowledge base. What I need to do. If I wanted to, I could then ask for the knowledge based on. It'll provide me the link. So hopefully from this you'll be able to see the the resolution and you can go with that. You'll notice at the end that is ask, would you like me to proceed with booking you a ticket? So it's giving the end user the options. Hopefully if they resolved it from that they won't log the ticket, but if they do need to, you'll be able to log that and your agent will have access to this chat conversation here.

I guess then in terms of from a halo perspective, one of the final things to note on this is really the flexibility of it. Because it is prompt based, you can begin to build out functionalities that I haven't shown today that might just help you sort of case by case, contextual basis. So one of the very good use cases I've seen recently is I had a worked with a client who essentially when they had a ticket logged, if it picked up, if the AI picked up that it was PII data, it would send it to an encrypted field and it would star out it, star out that information within the ticket thread if you have permission to see that. So if you're within HR or you had the correct permissions to see sensitive information, you'd be able to go beyond that encryption and see the data. But otherwise, if you were just a day to day agent who didn't, it would be hidden. And it just helps you comply to sort of GDPR compliances, but also any internal policies that you want to uphold as well. You can make sure it's automated. You don't have to constantly keep checking that you are in line with if with what you're saying to the public.

So I guess then just sort of stop sharing my screen there and and going back to the PowerPoint very quickly. I'm hoping that some of the things you're seeing on the screen at the moment, you've also noticed, from what I've shown today, appreciate, it might not be completely obvious at first time, but people find with Halo that when they get into it, get the hands on. You can see that. But I also wanted to summarize what Halo is actually doing for you. Now that we've seen the product, hopefully some of the things I say seem a bit more clearer. So all these five sections on the slide,

Halo does really help you tie into to that ability to increase efficiency. As I mentioned, removing that need for human resource within tasks that don't really require human resource. It also then just allows you to improve your service delivery by freeing up your agents time they can spend elsewhere where it's more required, and maybe even be able to to connect on on those larger scales where there is a wider problem, they can have a bit more time to communicate the problems with the end user. Not only that, you can also optimize resource. So not only does Halo have resource allocation within the system, but you can build on that with AI. You can make sure that while you have freed up agents time, they can then spend elsewhere where using the AI driven reports, you might see that you're you're struggling to resolve all the tickets coming in within this area. You then freed up that resource to apply it to that. The other one is you have a database that can really help you drive forward decision making. So there's no different data within that that I just helps you leverage it and see it in a clearer pattern that will then allow you to make better decisions, quicker decisions as well, but also evidence decisions. So any given point, you'll be able to see exactly why the AI is doing what it's done. It won't be a case if it does it in the background and you've got no idea. If you're using it to make decisions, you can have reports, you can have those suggestions that pop up on the ticket as well.

The final one is with the chatbot, and it's just that ability to build out a better customer interaction. So having them reach out to while it is still a chatbot, a bit more of a personal conversation rather than you just going, I'd like to receive a knowledge based on an article. It sends you an article link and then that's it allows you to have that little bit more of a conversation. And, well, I'm well aware that any AI driven chatbot will never be sort of like talking to a human. It just makes that sort of first step for the end user as pleasant as possible, and hopefully pushes them towards that rather than logging tickets and then hopefully reducing the amount of tickets that come into your system.

So I mentioned it briefly earlier, but Halo also has been recognized by Gartner as one of the top ten leading ITSM tools for AI. We continuously try and build on AI and there's a lot of other products in the market that, as mentioned, sort of put a big price cap on that. We will only ever push AI functionality into the system if we see if it's if it's actually of good use to the end user and the community would benefit from it. It's not going to be sort of - I know AI is a big buzzword at the moment - it's not something that we're just trying to get out all AI as quick as possible will begin to build through that.

Of course, I’ve shown you a lot today, but appreciate you might want to go and have a look for yourself. So we've got that haloitsm.com that is a fully functional trial you can go through. You can link in your AI, you can use the halo internal AI as well and really begin sort of having a go test all the things I've said today and hopefully, yeah, get a bit further along the process, and myself and Chris be hearing from you relatively soon.

So like I said, just again, passing over to Chris to to add on any, any final notes from that. But again, thank you for sort of joining in today. If you do sort of off the back of this, want to hear a, case study from an existing client that uses AI, please feel free to get into touch with with BDQ and myself and more than happy to arrange that. And you can have an actual conversation with an ITSM sort of manager who has gone through this process and would be willing to share that information.

Chris Bland: Actually Louis, we are getting some questions in, that be okay to go through some of these?

Louis Scanlon: Yeah, sure.

Chris Bland: So, David has just asked, there’s 2 or 3 points to it, actually. I will probably ask the... I hope, David, this is okay... I'll ask two, three and four first. Does Halo have CMDB - as in an asset management database. If so, how can it be populated and have from the environment? And if not, how can I ingest and configure items from an external one? So that's about CMBD. So does it have one? How do we get data in there? And then there's and he also asks, can AI be used to create new services and corresponding service request forms? So it kind of helps configure the system.

Louis Scanlon: Yeah. So so starting with the CMDB one is that sort of well grouped together. Halo does have a very mature asset management system in terms of apps populated because of the integrations. You can populate it with third party tools such as Intune, Land Sweeper, etc. but also if you just got it within sort of a database or a spreadsheet, we provide CSV templates and you can import all that information into the system via that. Once it's within the system, you then receive all the benefits of being able to link into the ticket, being able to have it within Change Projects. When you're going through change management, you can also begin to map the dependencies so you can see the wider scale of the I.T system, not just each individual asset within a profile.

Chris Bland: Yeah. It's also fair to say that there's no consumption based pricing on that. The CMBD is included. You can configure extra items. And the schema to actually require and it's got a lot of flexible stuff around permissions. So you can determine, you know, who gets to see what items from the CMBD as required. For example, like scenarios where you've got multiple customers, each customer has their own set of assets. You can limit visibility. Those assets to all relevant customers, for example, have them raise issues about the things that they should have access to. In terms of the AI, creating services and corresponding service request forms.

Louis Scanlon: Yeah. So in terms of that, it's not a use case I've come across before, but because of the prompt based nature of it, because you've got that information within the system, you could use it to sort of duplicate those forms, depending on what people ask for. However, what we find just sort of coming away from AI and going into Halo for a second, is because of how easy it is to put these forms together. And you can also have dynamic visibility within those forms. You can begin to feel it could mean to build out a form that covers sort of every eventuality straight away, without the need for AI. And then, of course, you'll be able to have AI running when you are doing these service quests. So if people are requesting things within a field, this isn't actually related to this field. You can then receive that report, and then you can very quickly adjust those forms in terms of the configuration linking in to AI, you won't directly be able to use AI only to to change that form build out, but you would be able to use it to give you examples of where you can improve that build out. Because of the the low to no code usage, you can make those changes very quickly.

Chris Bland: Yeah. It's also you if it's in your field that day, you can also have different, portals, different customers, both external internal showing different basically different users in different organizations, different versions of your portal as well. What, what, forms you've got up there. Does that answer your question? Have you any more comments? Oh, okay. Are there any other questions from anybody else? As we’ve got Louie here? He's he knows the system very, very well. Okay. We got some new post. Yeah. Answers it. Any other questions from anybody else about matters, AI, any of the other features of Halo? How it might integrate, any particular use cases you've got in mind?

Okay, then.

Well, in that case, Louis, is there anything else you'd like to show, or do you want to wrap up?

Louis Scanlon: I guess just a final point. If there's there's no questions, it's just linking back to that. So that first point of the fact that Halo is an all inclusive model are really highlighting that we're not going to try and, once you get to a certain point of usage, we're not going to try and hit you with an extra invoice or actually give the money that you just sort of demand to pay. We're all very transparent. I'm hoping sort of if you do come across myself or Chris at a later date after today's call, you begin to be able to see what the company's about. And I think a great example of that is if you want to go with Halo, if you want to join Halo, you'll actually be provided with the CSM.

I mentioned that begin at the beginning of being able to bring out releases very often. You can actually have a quarterly a monthly meeting with your Customer Success manager going over these features. So as AI becomes more and more prominent within the market and we bring out more features, you'll be able to actually know what's going on. You won't just have your originally implemented system and then feel like you're slowly going behind, because you're not keeping on top of the features, because you've got all the other aspects to be looking at within the system.

Chris Bland: Yeah, absolutely. It, I mean, we've I mean, David is basically just, asked about some other non-AI things. I think it's worth saying that, Halo has a lot of, a lot of built in features, actually. And as Louis said, they're not they're not modular. You just basically get them all. So it's anything from keeping track of contracts due to CMBD a knowledge base is multiple portals. It's very extensive. a sort of mid-tier ServiceNow I've heard it described as so it's not bad description. So any other questions please let us know.

Louis Scanlon: I'm just going to very quickly share my screen as I have the the modules showing sort of backing up what Chris was saying there.

Chris Bland: Yeah. Okay. The well, in that case, thank you very much, I suppose for feel for your time today presenting that that's an absolute pleasure. There's no other questions. We'll wrap this up. If you've got anything else outside of this, please do just get in contact with us - it's enquiries@bdq.cloud You got our BDQ.cloud website or indeed Halo directly. Well, thanks a lot, Louis, then. And, look forward to speaking with you again soon.

Louis Scanlon: Yeah. Thank you everyone.

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