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The Andy Show Episode 52

The Andy Show Episode 52

ALEX ISZATT [00:00:40] Welcome to the Andy Show. You’ve got me Alex Iszatt today and we’re talking about digital transformation. Now, we’ve also done a lot since the pandemic starts at a remote working has become super popular making sure thousands have remained in jobs. But most companies are looking to migrate or integrate with their digital transformations. So talking us through what Bell Integration has done is Steve Lee. Thanks so much for joining me Steve.

STEVE LEE [00:01:07] Thanks, Alex. It’s good to be here.

ALEX ISZATT [00:01:09] So we’re talking about the way that things have changed since it started back in March and February. What things have you noticed in your role?

STEVE LEE [00:01:19] So obviously, since being a Bell Integration, I think what we’ve seen is some type of business as usual. And as far as continuous as possible, I think what we’re seeing is a lot of projects are being put on hold at the moment while we figure out what the fallout looks like for a lot of businesses. But that’s not to say that innovation has stopped. A lot of the market and automation market, which I’m sort of heading up and leading our bell has been quite busy. Now, a lot of people interested in new services that we’re bringing to the forefront of our capabilities and new ways that we’re innovating to trying to live them to customers. So it has been busy, albeit it’s been quite a tough time for everybody getting used to the new way of working. But it’s an exciting time, too. It’s exciting time to be here. And hopefully we’ll get back to business as usual as soon as possible really.

ALEX ISZATT [00:02:10] Getting on, talking about A.I. managed services. And I know you are leading that forward. So what exactly are you doing in that field?

STEVE LEE [00:02:18] Yeah. Yeah. So if I talk about introducing I myself, why did we look to do that. Was I suppose it was three things around it. Right. So we looked at the technology maturity as one part of it. And the AI and automation sector has come on leaps and bounds in the last three or four years. If we look at just some normal business technology vendors out that everyone’s introducing some form of AI or Machine Learning to that product. And I think when we were looking to introduce into our services, we needed to not gel multiple products together, but we needed one platform that could deliver a whole host of capabilities for us that delivered to our customers. And then we had some market timing. The markets has been through big data. It’s been through, you know, Cloud first and now on everyone’s agenda is this this AI automation. How can we utilize it either through the services we get from companies or directly and get those tools into our business and start reaping the benefits of cost saving and efficiency gains. And then it comes onto that we’re no different to any other business. You know, we need to be seen to be innovating and saving on cost as well. So when we was looking at the market for how do we implement AI automation into our services, we came across a company called IP Soft. And now we have partnered with them. So they are leading and a thought leader in the conversational AI and automation space. And essentially what we’ve done is we’ve taken our people and our processes that cutting edge technology, that ITSM automation platform, and we blended the two together. So now we can deliver to the market automation through our managed service capability, delivering cost saving time to a time to value increase the time to value for our customers. So essentially they can reap the benefits via us in the services they take from us. So that’s how we sort of see in the market at the moment. That’s why we see that that the mother the market went to and came to. And it’s an exciting time. It’s a really exciting time.

ALEX ISZATT [00:04:15] And when you think about AI manage services as a company that maybe hasn’t really considered this before, if it’s something that’s going to completely revolutionise the way they work or is it an integration with what they’ve already got?

STEVE LEE [00:04:30] So I’d say it’s a new spin on what they what they currently have. I mean, if you think about a traditional and let’s take a service desk, a traditional service desk, you have people sat there ever in a chat window or on a telephone. They’re taking calls from users and the users tend to have some kind of problem, whether that be I can’t get access to a system, I need to order a new computer, whatever it may be, a human will take that call. Now that human when they’re important, that service that they are employed to take calls and to and to resolve issues that users have. But they also want to be used to improve the services of that helpdesk as well and help, you know, grow the efficiencies of that business unit. And at the moment, what we’re finding is a lot of the I’d say the choke point is these LO-0 and L-1 tickets are coming through. These high volume tickets are taking up so much time at the service desk, overlaying that with AI automation relieves all of the pain around your you know, your password resets, your FAQs. The really simple tasks where human’s time could be better spent, improving services and improving processes within that business unit. If you overlay that with our on automation, it should be a seamless transition. They shouldn’t be much change for the business or for the user. And that’s quite key because a lot of businesses out there at the moment when we’re looking at how they consume internal services, user efficiency and user satisfaction is really, really key at the moment. So no change to service is good. But when you’re trying to send users off to a different port or a different tool to do things that they’ve always done from one central place, that causes real issue. And that was a big thing when we were looking at the automation platform was we need to make this a seamless as possible when to integrate with the whatever business that we’re dealing with of all their previous investments. So we don’t want to be going in and disrupting the way that they work. We don’t want to be going in and ripping out any tools that they have to replace it with our tool. What we want to do is we want to connect to the systems, bring automation and on a layer and plug the gaps maybe where they’re missing some skill sets or maybe whether getting overloaded in one team and they need to have some capacity back. So I really shouldn’t change the way you work. It should enhance or augment the humans that within your help desk to help drive efficiencies and again, drive cost saving.

ALEX ISZATT [00:06:49] You’re  talking about the cost savings is a really big important part of any organization. And usually, unfortunately, at the moment, in a cost savings equals less staff. So do you think that by bringing this automation for certain tools, that you’re encouraging companies to maybe get rid of a lower level of staff?

STEVE LEE [00:07:08] Well, that is the main misconception and a common misconception of automation. Yes. Ultimately, you can do that with automation if you say please. But I’m working with plenty of customers. One company customer in particular, really, really large a fast company. And they’re delivering automation at a huge scale and they’ve got rid of absolutely nobody. What they’ve done is they’ve taken the automation into these high volume areas. They’ve actually released capacity and allowed the people that they’ve released capacity from to innovate the way that that infrastructure is currently working today. And that’s the right way to use it, to use it to increase revenues, to use it to put your your people back into the business, to think of new ways to connect to promote new services, to come up with new services or new products or whatever it may be, to use it to increase a gain. It’s not to use it to okay to get rid of people altogether. And that is, I think, a common misconception, I think what the position that we’re coming from is we don’t want to come in and take over the whole service desk with the whole helpdesk. We’re coming in, say okay, well, where do you need help? Do you need help with a certain portion of your help? That’s because you haven’t got the skill set. You know, we all do these new technologies coming to the forefront. And typically you have a lot of different skills associated to different different products. Well, maybe we can come in and handle a new product that you’ve just come in. All of the requests and problems that users have with that, we can handle that for you. So effectively, we’re not getting rid of anyone’s job. We’re just filling a skill gap that you currently got with automation and then we can look to spread the out story across your business. So you go into areas that you’re looking to innovate within certain business units. So I don’t see as getting rid of jobs. I probably see it as more creating jobs from that perspective.

ALEX ISZATT [00:08:53] Also kind of upskilling, I guess, your workforce, if you can give that the a constant manage service. Is there something else like a computer and you can only get positive out of your workplace? What do you see as the challenges for ultimate automation? I was the high impact on a business.

STEVE LEE [00:09:11] I think the challenge is, is that at the moment you’ve got multiple tools out there. And this is a challenge that we face as well as a business when we were looking at tools was there’s multiple tools out there that you can go for. Right. But if you build your automation practise or you’re building out automation for a business unit with multiple tools and you’re trying to glue them together. That becomes quite costly and quite tough. And then you tend to have lots of human sat in between the layers of automation that when one automation finishes, I’ll take the results and then I’ll pick the next automation off. Well that’s not really truen wnd to end automation. That is just so human augmented automation. Right. So I think when you’re looking at it, you’ve got to be really, really careful about how you approach it. And I’d say the first way is identify the area or what it is you’re looking to automate. That’s the key thing here. If you’re looking at business process automation, RPA is probably what you’re looking for. If you’re looking at HR, lega, finance, highly repetitive tasks that don’t come through to a service desk that owned within the business. RPA done a fantastic job of going out there and resolving issues for those kinds of users. But if you’re looking at understanding a user’s problem from a service desk perspective, the key key thing here is you’ve got to have the right conversational agent on the front. So, I mean, everyone if everyone who’s watching, if they are watching you and yourself, Alex, I mean, we’re all consumers of some type of service or product in our personal lives we got bank, we, got car insurer, whoever it might be. And we’ve all come across really, really shoddy chatbots. So I’ve just been put in place to try and, you know, to try and deflect from you calling out or contacting another way to trap chat bots tend to work in a very linear fashion. If they get program to work on keywords and things like that. So when you don’t hit the right key word, what it does is it points you to an FAQ or it says, hey, just call this number, we’ll get you resolve. The product, when we were looking at it, had to be dynamic enough that the user felt like they were having a really natural conversation with just another person. And also where they wherever they wanted to have the conversation. Right. It wasn’t go to, as I said before, to a specific portal. It was you can use Teams, you can use Skype, you can use slack, you can go via the phone. You can go by WhatsApp. However you want to consume the service. You need to be able to consume it from wherever you want and in any way that you want. Says you should be able to have a really natural conversation. So I feel about the the misconception of automation is it’s easy to do. And if you’ve identified the right areas and you’ve got you have got a strategy built out from there, picking the right tool can be quite tricky. But getting, you know, getting specialists in and or getting a services company and it can help you start to build what that looks like and then take responsibility of it later down the line could be another route for you. But the gains for automation are huge. I mean, you just look at what some of the companies are doing in the world out there, and they’re saving thousands, hundreds of thousands hours a month to reappropriate back into the business, to drive, you know, new revenues and new lines of products, et cetera. And it’s an exciting it’s really is an exciting time. I mean, Garner mentioned that 80% businesses often locked down. This is the first thing on their agenda when business as usual comes back, 80% of businesses are going to be going for AI and automation quite aggressively. And that speaks volumes to the types of advantages you can get from automation.

ALEX ISZATT [00:12:31] But there’s also the other end. Isn’t that what people are seeing, these kind of, for example, like chat box’s that you just mentioned on every other websites? And it’s not working because they’re not integrating it properly and they’re not using this in the fluid conversation that you’re talking about. And that can also put people off because as a user, you’re coming across them on every other websites. Therefore, you’re not going to know when it’s going to be correctly used. So how can you make sure that someone is coming to the side that you maybe be managing are hosting and they’re getting the best experience? Because if everyone’s doing it, you know, how do you pick out what’s who’s doing it? Well.

STEVE LEE [00:13:08] Yeah I think not to do chat bot as aservice. They are you know, they are growing in their capabilities. But when I look at the you know, the types of automation and the type of conversational agent IP software, you know, and we work with them and and what they’ve provided us with EMEA is it’s her name. She’s not a chapel. She’s a conversational agent who’s been built by CEO chain and built on a human brain. So it had semantic memory, episodic. It’s been built on the way that we work as humans, not on, you know, keywords and things like that. So it can be very off-putting, right? For going onto people’s websites and having a really poor experience. But when I think when you’re going to the market, you want to be looking at your conversational agent can handle whatever it is you’re going to throw at it. You have multiple requests in multiple different languages. You can go back and change parts of your request when you’re halfway for a conversation or all of these things for like a dynamic conversation. I mean, you are having now I’m reacting to what you’re saying. If I was a chat bot, I’ll be falling over and I’ll be sending you to a help line. You need to be looking at the you know, how the product has been built from the ground up, because if it is just a a keyword chat bot logo, you’re going to feel towards automation factory is going to fall completely short because you’re not going to understand the intent of your users or customers or whoever it might be. So that is a yes, that’s a key thing. It probably is a worry for if you are a consumer. But there are a lot of great companies out there using fantastic chat bots or conversation agents like we are. And, you know, they all are out there, you just probably look a little bit harder.

ALEX ISZATT [00:14:42] Take it from inside the company. You told us about RPAs earlier and making sort of AI managed software within its internal divisions. Sometimes when working with customers like that, internal customer is not necessarily outside that you it’s difficult to get people to re-learn. I mean, it’s all well and good having a managed services, but ultimately it’s the people that are doing the job. So how do you make sure that they are getting the best of what you’re offering?

STEVE LEE [00:15:11] Well, this is so when I was coming to the United People in the process, it’s making sure that the product that you’re buying, you know, it complements the work that they’re doing. It’s not changing, completely changing the way that they work. It’s actually augmenting the way they work. And again, you know, the product that you’re buying or that we’ve bought needed to be, as, you know, augmentative as possible in terms of we need to be able to drop it into our managed services business. They need to be able to use it just not on the service data.  and all of the other services that we provide. Can we leverage it in some way to take away all of the heavy lifting that maybe all humans have to do? And if we can cheapen our service, say we can pass those cheaper services and cheaper prices onto our customers. So getting their buy in should relatively be quite simple, because what you’re saying is I’m going to make your job easier by having this really agnostic and dynamic platform. I’m going to give you to use. It’s got all the pre-built automate integrations. It’s got some pre-built automations in there. It’s got really simple automation designer. It’s got workflow management. It’s got monitoring, ticketing. It’s got everything you need to make a fully fledged automation strategy and make entry into automation successful. You know, use the product to your advantage. And we’re working closely with the guys at IP software to really deliver some, you know, some big scale projects. And the customers are loving it at the moment. There seems to be no pushback at the moment for this is completely changing the way they work. On the other hand, changing the way that you work isn’t necessarily a bad thing. Right. We all get stuck in some bad processes. So re-looking at the processes we’ve currently got and saying, hey, should we be changed now? Is that too complicated or is that is that asking too many things from our people? Can we change it  to automation to make it a simpler process. And I think if you put that in front of people, I can’t see many teams or businesses or sea level exact pushing back and saying we’re making our users on our staff life easier. I wouldn’t say the pushback on that.

ALEX ISZATT [00:17:09] It sounds like it’s going to be a need for everyone. It comes to you has their own way of dealing with things. And I guess that’s part of your role is to make sure that they’re working to the best of their abilities and that they can do what the what what they’re doing and see what is really interesting to talk about AI and the man services that you provide. I’m darn sure that most people are going to get in touch to potentially have them before us. But don’t go anywhere. We’ll come back to you. But I know that we’ve got a Paul Norman from Bell Integration. He’s now just joined us and he’s going to talk to us about IoT. Paul, thank you for coming on.

PAUL NORMAN [00:17:44] How’s it going?

ALEX ISZATT [00:17:47] Good. Thank you. And yourself?

PAUL NORMAN [00:17:48] Not too bad. Thank you.

ALEX ISZATT [00:17:50] So tell me a little bit about your role, Paul.

PAUL NORMAN [00:17:53] So I am an Account Director within Bell Integration. I am responsible for an account. One of the key features in that account is promoting IoT. They are a mobile operator and IoT is a key strategy for them both well because all that the business units and it’s part of my role is to drive that across all the operating businesses within the UK and so group level.

ALEX ISZATT [00:18:17] So what do you what have you noticed in the world of digital transformation and IoT since all of this pandemic started?

PAUL NORMAN [00:18:24] One thing that’s really come to the for is that a lot of companies are now looking to IoT as a key part of that digital transformation because of the current pandemic that we’re in today, is that when people look at digital transformation, they are looking at quick returns, fast results. And that really is where IoT comes into its own. The ability to take IoT, deploy and see an ROI in less than 12 months is a key part of the product strategy. And you think about what IoT can deliver. You look at digital transformation. A lot of people looking out for the digitization of what you would see as a paper driven paper process, human centric delivery of X, and the ability for IoT to replace that enables companies to find efficiency, find cost savings and really realize what digital transformation can mean to them.

ALEX ISZATT [00:19:22] So what does it mean to them? What are the key components to to ensure that they have an IoT programme going forward?

ALEX ISZATT [00:19:30] I think the key for them is going to be what problem does itself? I mean, that’s the key one. I think if you look at IoT of the digital transformation, everybody’s talking about it. Everybody’s looking to embrace it. But actually, they’re sort of scratching their head on. Okay, I’d get an IoT, what’s gonna do it for me? So I think it’s identifying the problem it’s going to solve. Simplicity. So how easy and simple is it to deploy? Again, you know, IoT, it’s an interesting market because it can be quite contradictory. I’ve seen solutions out there that talk about, you know, we can drive efficiency and we can drive cost savings, but we have to do is give us several hundred thousand pounds upfront and we’ll do it for you. Like, well, that’s sort of the things the object of IoT. So simplicity. And I think also it’s the platform is case. It’s platform that delivers, you know, I guess the contextualized data, the data flow, the data analytics is also very important because with I.T., because it can bring me instant information regarding a process or an event, I might say, well, actually, I need to know that graphical format. I may now need to look at how can I deliver this graphical information in different form factor as it sets across my entire business. The sales need to know you, the marketing need to know do does human resources need to know? What information do they want to receive and how they want to receive it. And again, the platform is key for that. So that’s the ultimate one. Why? I mean, as I mentioned before, some solutions out there today have, you know, fantastic stories but cost several hundred thousand pounds to deploy. So the ROI is two years plus. That’s not IoT. We see IoT’s ROI in less than 12 months. And I think that’s the benefit of IoT but I think when people look at IoT as a solution and as it’s as a product, that’s the sort of ROI return to looking at timescales. So it has to be very quick.

ALEX ISZATT [00:21:30] I mean, you say simplicity, which it doesn’t sound like it’s super simplistic because it covers up so many of the industry and the company that you’re work for doing lots of different areas. When you talk about simplicity and you then you mention all of these areas that it covers, does it not play people’s mind sometimes that it can do all of these things? Yet it is simple to integrate.

PAUL NORMAN [00:21:53] That’s that’s a great point. It is. I mean, I think the great terminology these days is boil the ocean. And people use that a lot in discussions. And I think that people can IoT it is they who can go. You know, my God, it can do everything. But how do I start? And I think the beauty of what we’re work in is what my custom I’m working with now is looking at IoT as a building block. So what’s the problem you need to solve today? Can I take IoT and come up with a solution that delivers everything that you need? It has the right IoT? But in selecting the platform and the capabilities as I try to deploy services says right today you may have to do temperature and CO2 management and monitoring. You may want to do noise. You may want to do fire. You may want to. Can IT keep adding the sensors into my business? It all comes into the same platform. And it continued to deliver that graphical data analytics that I’m looking for. So to me, I think that’s the beauty of what we’re looking to do is to keep it simple, great building blocks so people can use IoT to build out, to deliver that wider company solution without trying to get their head around some behemoth of a heck of a products offering, which is gonna be my God, having to do this. I now need to go and hire 500 people in my I.T. department to deliver this. Which, again, is not what IoT is all about. It’s simplicity. And we see it as a building block. And it really is starting with what’s the key thing today that I need to solve. Right. Okay, here’s a solution. Okay. Tomorrow I might need this. Absolutely, here’s the journey of how you take this IoT solution and build the app to your divine reveal company requirement.

ALEX ISZATT [00:23:36] So it’s an evolutionary process. Then if someone wants to start something very small. For example, you can then build on top of that?

PAUL NORMAN [00:23:44] Absolutely. And, you know, when we talk to companies and they’re looking at IoT see it normally is. Well, actually, my key problem today is especially if you’re looking at the, you know, the COVID-19 and the impact of that is okay. So how do I make sure that I am compliant with the management of monitoring my washrooms? So how do I do that? Okay, well, we can have a simple IoT, so you could be just footfall counting. So when you get 20 people in, an alert goes to house keeping and they go and clean the toilets. You may find okay. What about the soap dispenser goes down again? You can have simple IoT solutions that deliver that, you know, that fixes that problem for that customers. And then they say, well, actually, I’m concerned about social distancing from my work in the workplace for around the cafeteria. Can I take the same concept and deliver that on the same platform? Absolutely. So it is it is that that building, you know, a building block methodology is what, you know, we’ve adopted. And I think that’s the way that company is going to go. They don’t have a you know, I probably got to soul to die for actually. Then I think but hold on a minute. I’ve got this problem today that I’m I have this problem tomorrow and the day after. How do I build out on that? And we can show them the roadmap of how they can achieve that.

ALEX ISZATT [00:25:04] In a crazy, weird way. I mean, this pandemic has shown what you can do next on your website. You have the very step by step guides about how IoT he can help with COVID, making sure temperature checks and everything. Have you found that you’ve actually got a bit of a push, you know, to make sure the people can see what you’re doing more on a day to day basis?

PAUL NORMAN [00:25:26] Yes, I think it’s we’re living in quite a dynamic world today, which is really driven by, you know, COVID-19, where people are, you know, trying to get back to work. So they’re working on solutions today. There is a spike somewhere. The government comes out with something else and say, oh, my God, we need to have another solution. And so as part of our promise, we launch now as we’re trying to cover as many of the key bases that are required around you. I’m gonna return to work, which is around temperature screening next round, you know, I guess track and trace of people in into a facility. But again, we’re sort of looking to build those solutions. We’ve actually looked at innovation to help people going forward with track and trace, that is with the contactors visitor book. One thing that we found out from talking to, you know, whether you’re, you know, hotel chain within the NHS, whether your array, private medical China has a large number of dental surgeries, the old way of well suddenly with the pens touching the screen, something everybody done. Ten thousand times in their working life, actually now, with COVID-19, we actually can’t do that. You can’t have a touch screen that 50 people coming and going out and touch. So how do we get around that? Well, we’ve  launched a product with a contactless visitor both its QR code driven. I can send you an invite and that invite would be the queue and the QR code. You’d arrive exact QR code and then be completely automated process around your arrival and our meeting. You can do it for deliveries, for example. So example, if you are delivering to a hospital. Some might say, well, actually, no, we don’t have any touch screens. We don’t have any sign in. We’ll confirm your delivery schedule. You confirm which lost will then send you a QR code. You will arrive with your goods, you’ll get zapped QR code, you’ll then be told you go to buy three wherever it is, you will upload, then you will leave. And then notes point in time, get to sign a piece of paper or you’ve had to touch it. Tap a screen, which is, you know, potentially if you think about how many people could do that to try to maintain compliance on average, know reduce the risk of, you know, COVID-19 again. That’s the type of innovations we’ve been doing to help businesses get back to work. And they certainly make them think about, you know, how do I get around this problem? Well, actually, here’s the way of getting around it.

ALEX ISZATT [00:27:43] Do you think that it’s a little bit scary, isn’t it? Sometimes some people are having to have no human interaction and everything via their phones or their apps and then having that digital life right there in the open. When you come across companies who are maybe a little bit wary about fully embracing this whole new ecosystem. What would you say to them about how to make sure that they are at the forefront of these digital transformations?

PAUL NORMAN [00:28:10] Well, the key, that everyone’s worrying about GDPR compliance. That’s the big thing. And so our infos runs, for example for this context is about making sure that we are GDPR compliant so they can embrace that technology, knowing that they’re not, you know, not infringing, you know, the compliance. I’ll give you a great example of that. So we’re working with a chain of a pub chain. And now, obviously, people have to go to that pub chain and they have to book. When they go online and they books, they didn’t get a QR code. You download down to your file and you arrive at the reception area. We have a screen that will then measure your temperature. You look at the screen that somebody standing out absolutely fantastic. Is that your QR code? Ahh, Mr. Signs that if you are on table four, you guys to table four and hold your drinks. So you’ve got human interaction. You know, if it’s still reasonably busy. But actually during that process, you haven’t had to touch anything, sign anything in. I’ve been exposed to, you know, areas where it might not being cleaned or other people have use. So this is a different world, a different world. And I guess that drive that innovation around IoT is key to that because we have to adapt and we have the ability to, you know, to launch new solutions based on adapting to those changing markets and demands.

ALEX ISZATT [00:29:32] Absolutely. I’m gonna bring Steve in on this one as well, because I think it’s really interesting that you’re saying, Paul, about, you know, using QR codes and also making sure that your GDPR efficient, compliant and mistaken. What do you think about making like an integration between IoT and the services they part of integration and AI manage services because ultimately there is a process for that, isn’t there?

STEVE LEE [00:29:56] Yeah, there’s a huge crossover. So absolutely, everything Paul has said is absolutely right. And the end result of whatever the IoT devices are giving can absolutely be automated. Right. So if we have for one example. So we have a sensor on public toilets and it’s sensing how many people are coming in and out. And then when it gets to a point where it needs to organize a cleaner that can be automated on the backend, we can go into curliness, diaries, whatever company you’re looking at into a diary, get it booked, let the company know that, have that service has been booked. You know, there are multiple different ways automation seats in with IoT and it works seamlessly. And you get really, really powerful solutions that, you know, that provide a great service to to wherever they are, wherever they sat with whatever business. So, yeah, that is massive. And that is something that, you know, hold on myself and a few others within Bella are working on. Always leading the charge on that site on the IoT. And I’m definitely in charge in the AI automation side. But those work two worlds do collide at quite a great way.

ALEX ISZATT [00:31:02] I can imagine as well the evolution as we keep moving forward. And Paul, do you think one controversial question, do you think that the UK has enough connectivity to be able to do some amazing things that you’re suggesting?

PAUL NORMAN [00:31:16] I think it has, yes. I think as we go through 2020 and we move into 2021, I think the mobile operators are gonna be key to the rollout of our IoT. So you’ve just because of that coverage of the IoT ecosystem that we’re building, we have our strategy to make sure that we cover all the different connectivity requirements, whether that’s lower WAN or six blocks, but more importantly, around 5G and LTEM, which is a low powered kind of LTE solution to actually give everybody the connectivity they need, because with IoT today, potentially you could be doing something in the highlands of Scotland. It could be designed in the Southwest. And you think if you want to have the ability to just do a country wide coverage, probably the mobile operators are gonna be pretty important in that.

ALEX ISZATT [00:32:05] Yeah, absolutely. And obviously, as you rightly say, it’s not just going to be something that you can turn on, turn off as you go up and down the country. And Steve, we’re talking about the value of that connectivity with that changing IoT need to make it more of a managed service without having to get people in the lower end. Do you see that something that eventually we won’t need to have as much human interaction?

STEVE LEE [00:32:30] I think there’ll always be an element of human in there, but I don’t see why the majority of it couldn’t be automated and couldn’t be managed by a company like Bell.  Absolutely. You know, the that the premises, you know, automate once, automate forever. But there’s always still and there are still humans sat behind that, you know, making sure that everything is still running. And automation isn’t 100%, you know, prone to failure. You know, sometimes it does fail. So you do need escalation as in when you need it. And that’s something that Bell, you know, are able to absolutely provide. You know, we can be the escalation service for you. You know, we can do the monitoring of the IoT devices, all these different things. And again, some, you know, myself and Paul are working on to try and see how those two sites really fit together and how we can, you know, we can bring that service to the market and really give our clients that the best solution for them.

ALEX ISZATT [00:33:22] And Paul, do you think that IoT will ever come to a point where you’ve covered everything and you can tick off all the boxes?

PAUL NORMAN [00:33:31] No, because I’m sure that what IoT will lead to people asking for more. You’ve done all these things. Can I do that? Well, holding me on that. And then you’ll need to be an evolution to another point. So I think it’s the beauty IoT is it can do so much. And as I mentioned before you had the building blocks and the capabilities to grow with the business. But then the business will change, their strategy will change. Their product will change that. Yeah, the market environment will change. And I agree we need to change with it. So I think it’s just as you said before, it’s an evolution and it’s always. It would have…. well, and I think IoT is great to be part of that. But it’s always gonna change.

ALEX ISZATT [00:34:08] Well, I’m excited about what’s going to happen in the next few months. Alone late to 2021, and thank you so much, both of you, for joining me today to talk about Bell Integration and what you’re both doing. Thanks very much.

STEVE LEE [00:34:18] Thank you.

PAUL NORMAN [00:34:19] Thank you very much. Take it. Bye bye.

ALEX ISZATT [00:34:23] Obviously, if you want to know more about managed services, automation, or you want us to talk about it more, then why don’t you get in touch? It’s The Andy Show. But we’ve also got a whole host of other ones. So come join us, find us on LinkedIn, Facebook, Twitter, YouTube, and until next time See you then.