George: Virtual IT Agents Will Gain Autonomy as Success Rates Are Proven
Joseph George · Understanding Practical AI and the Future of Automation – With Joseph George · Apr 7, 2025 · at 10:37
Joseph George, SVP of IT Solutions at GoTo, discusses moving from human-supervised IT virtual technicians toward autonomous problem resolution.
0:00 / 0:12exact quote · 12.6s
▶ Watch the full episode on YouTube → 720p mp4 · rendered on demand · StarZero watermark
“I can see the virtual agents taking on more autonomy over time, especially if these are proven types of problems and you understand and you've got a success rate of solving them. Then you could reach a case where there's even more automation happening there as well.”
quote is from the automated transcript, cleaned for reading: filler sounds and stutters are removed, nothing is rephrased. names can be misheard (the analysis reads context, assessments check outside sources). how →
More from Joseph George
GoTo: LogMeIn Resolve deploys parallel virtual technicians supervised by humans today
“And so the world of having a human technician now actually supervising what I call virtual technicians that can execute commands on their behalf and run in parallel on a number of different machines at the same time. That world sounds a little bit like science…”
George: LLMs Dynamically Generate and Adapt IT Automation Scripts
“Instead, the LLM is automatically generating that execution plan so it can be run. And even better, as you run that script the LLM is also determining if you encounter
Behavior that you didn't expect. It's resilient enough to be able to work around that.”
George: IT systems will fix issues before users report them
“We're not there yet where everything's happening automatically, but we've got all the pieces and we're putting those together and that's the world we're getting to firmly where You don't even have to call in and talk about the problem. The system detects that …”
George: Maturing AI agents will perform specialized rather than generic tasks
“The role of AI agents as that space matures, you'll see them doing more specific tasks rather than generic ones.”
George: Practical federated learning for IT AI remains a long way off
“Over time as well, I think we'll get to a world where federated learning is also an option. But obviously as you think about federated learning, where you're learning from one set of experiences and transcribing that to another environment you've got to also m…”
George: Product design and human-model handoffs matter as much as AI models
“The product is just as important as well, right? Because how the user interacts with the system where models are leveraged and you have the right sort of handoff from human being to the model where you've got the ability, you know, think of it from a user inte…”