Evolving Technology Is Changing How Businesses Operate

Straight Talk About AI

By Sean Hogan

AI is everywhere right now. I have never seen a new technology move as fast as this. The pace of change is hard to keep up with, and it is already changing how businesses operate on a daily basis.

In our office, we have been using AI across several areas. Like most companies, we started with the basics. We used tools like Chat and Copilot to help with content writing, documentation, and internal processes. These tools helped us build standards and procedures faster than before.

The impact was immediate. Tasks that used to take hours, like drafting documents or editing content, could now be done in a fraction of the time. We used AI to create job descriptions, prepare presentations, and clean up written communication. It did not replace our work, but it removed a lot of the repetitive effort that slows teams down. That was what I would call phase one of AI.

The next step came when we introduced meeting transcription and summaries. We started using Otter to capture our meetings and generate notes automatically. This was a turning point for us. Instead of worrying about who was taking notes or what might be missed, we had a full record of every conversation.

This made our meetings more productive. People could stay focused instead of trying to write everything down. After the meeting, we had clear summaries, action items, and records we could refer back to. It saved time and reduced confusion. It also helped with accountability because everyone could see what was discussed and what needed to happen next.

Sean Hogan

“AI is not just for fun. It can support real marketing efforts, from content creation to visual design to campaign planning. It helps teams move faster and test ideas more easily.”

As useful as that was, AI did not stop there. We quickly moved into what I would call phase two.

AI has become a major force in marketing and design. When we first experimented with AI-generated images and branding, the results were rough. Tools struggled with basic things like spelling and consistency. Logos looked off, and text often did not make sense.

That has changed very quickly. Today, these tools are far more capable. They can generate clean visuals, help brainstorm campaign ideas, and support content creation at scale. My kids actually introduced me to Grok, and we had some fun turning still images into short videos. While that started as entertainment, it showed me how fast the technology was improving.

More importantly, it showed how we could use these tools in a business setting. AI is not just for fun. It can support real marketing efforts, from content creation to visual design to campaign planning. It helps teams move faster and test ideas more easily.

Next Steps

From there, we expanded AI into our broader technology stack. We are no longer using it just for administrative tasks or marketing support. We are using it to improve productivity and efficiency across the business.

One of the biggest changes has been in our help desk operations. We have introduced AI into our tier-one support process. With the help of an AI management layer, we can now resolve and remediate common support tickets using a proprietary AI tool. This allows us to handle routine issues quickly and consistently.

The benefit is clear. Our technicians are no longer tied up with repetitive tickets. They can focus on more complex problems that require deeper expertise. This improves both the quality of our service and the development of our team.

It also allows us to deliver a higher level of support to our clients. Instead of spending time on basic issues, our team can focus on solving bigger challenges and providing more value.

Our most recent addition is an AI-powered auto attendant. This is not the old style phone system that most people are used to. This is an agent that can answer calls, ask the right questions, and gather the information we need to help the client. It acts as the first point of contact and sets the tone for the entire interaction.

This has been a major improvement for both our team and our clients. Instead of sending calls to voicemail, clients can speak to an agent right away. The agent collects the necessary details, understands the request, and documents the conversation. That information is then passed along to the appropriate person or team.

Anyone who has ever had to repeat the same issue to multiple people knows how frustrating that can be. This process reduces that problem. The full conversation and transcript are captured and shared, so the next person already has the context they need. If a client needs to open a support ticket, the agent can guide them through the process step by step. It ensures that all required information is collected up front.

There is also a level of consistency that is hard to achieve otherwise. The agent does not forget to ask key questions. It does not miss details. It does not have a bad day or get distracted.

For years, I have emphasized to our team the importance of collecting and confirming information on every call. Do we have the correct phone number? The right email address? The proper contact details? These are simple things, but they matter. The AI agent handles this every time without fail.

We are also looking ahead at how AI can integrate with other systems, including CRM platforms, ERP systems, and inventory management. The goal is to create a more connected environment where information flows smoothly and processes are more efficient.

Risk and Reward

This is an exciting time to be in technology. AI represents a major shift, and we are choosing to embrace it.

That said, AI is not without risk. You need to be careful with how you handle data and personal information. Security and privacy should always be a priority. AI tools are powerful, but they need to be used responsibly. That is a much larger topic and one worth discussing in detail on its own.

AI is not perfect, but it is very capable. It can handle complex tasks, support decision making, and free up time for more important work. The key is to use it as a tool. Challenge it. Test it. Find ways to apply it that make your business stronger and more efficient. If you ignore it, you will fall behind. If you use it wisely, it can give you a real advantage.

One last note: I still write my own blogs. But once I am done, I run them through AI to proofread and clean things up. It turns out AI is pretty good at that, too.

Sean Hogan is president of Hogan Technology Inc.