Ep081: Customer-First AI: DTEX Systems’ Journey with Generative AI and AWS

Ryan Steeb shares DTEX Systems’ strategic approach to implementing generative AI with AWS Bedrock, reducing risk while focusing on meaningful customer outcomes.

Topics Include:

• Introduction of Ryan Steeb, Head of Product at DTEX Systems
• Explanation of insider risk challenges
• Three categories of insider risk (malicious, negligent, compromised)
• How DTEX Systems is using generative AI
• Collection of proprietary data to map human behavior on networks
• Three key areas leveraging Gen AI: customer value, services acceleration, operations
• How partnership with AWS has impacted DTEX's AI capabilities
• Value of AWS expertise for discovering AI possibilities
• AWS Bedrock providing flexibility in AI implementation
• Collaboration on unique applications beyond conventional chat assistants
• AWS OpenSearch as a foundational component
• Creating invisible AI workflows that simplify user experiences
• The path to monetization for generative AI
• Three approaches: direct pricing, service efficiency, operational improvements
• Second and third-order effects (retention, NPS, reduced churn)
• How DTEX prioritizes Gen AI projects
• Starting with customer problems vs. finding problems for AI solutions
• Business impact prioritization framework
• Technical capability considerations
• Benefits of moving AI solutions to AWS Bedrock
• Fostering a culture of experimentation and innovation
• Adopting Amazon's "working backwards" philosophy
• Balancing customer-driven evolution with original innovation
• Time machine advice: start experimenting with Gen AI earlier
• Importance of leveraging peer groups and experts
• Future outlook: concerns about innovation outpacing risk mitigation
• Security implications of Gen AI adoption
• Participation in the OpenSearch Linux Foundation initiative
• Final thoughts on the DTEX-AWS partnership

Participants:

• Ryan Steeb – Head of Product, DTEX Systems

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