Palo Alto Networks has leveraged AI to boost productivity, polling its departments for the most impactful suggestions. Key initiatives include Panda AI, which automates responses for IT and HR queries. CEO Nikesh Arora's goal is to resolve 90% of employee requests with AI, but research indicated AI could only assist with 18% of issues directly. Despite this, Panda's capability has grown, autonomously handling 60% of requests, with the potential to increase to 80%. This shift indicates evolving expectations and a drive towards efficiency within the organization.
"This is about someone asking for an action that needs to be done," says Rajavel, referring to what most employees are seeking with their questions. "It has to complete the task. It cannot just guide the task."
Rajavel's approach to AI led to some changed expectations within the company as the technology evolved over the past few years.
Today, close to 60% of Palo Alto's employee-generated tickets are autonomously handled by Panda, and Rajavel says over time, this figure could rise to as high as 80%.
...after OpenAI's ChatGPT debuted in 2022, Rajavel heard from her boss, CEO Nikesh Arora, who said he wanted up to 90% of the 480,000 employee requests submitted annually to be resolved using generative AI.
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