In this episode of the 'Watts In Your Data' podcast, Denis discusses advancements in AI agent technology in the energy and utilities industry with Serena, the lead data architect at Bluedigit, the IT subsidiary of Italgas, Europe’s first gas distributor. Serena details their initiatives at Italgas particularly focusing on their AI-driven IT operations.The conversation delves into their journey since 2017, leveraging AI to ease workload, reduce ticket resolution times, and improve data quality. Key points include the integration of Databricks for centralizing data, the creation of an AI Factory combining IT and HR departments, and the deployment of multiple AI agents to automate IT operations, manage data, and resolve support tickets.Serena emphasizes the importance of human feedback in improving AI agents, observability for effective resource management, and future plans for extending automation in cyber-security and cloud infrastructure. The discussion concludes with a call for empathy towards users adapting to AI and the potential for future innovations.

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