Hello, and thank you for visiting my blog!

My name is Ramon B. Nuez Jr., and I currently serve as Assistant Deputy Commissioner for Service Operations at a prominent New York City government agency. With a career spanning over three decades in the IT sector, I have gained extensive experience and a deep understanding of the industry's intricacies.

My journey in this field has been driven by a relentless passion for technology and its potential to transform our lives and work. Central to my work is a commitment to excellence in customer service. I lead a team comprising over 70 developers, agents, and directors responsible for the customer service experience of over 16,000 users, ensuring each interaction is nothing short of exceptional.

However, that's just one facet of my role. I also oversee the ServiceNow Service Portal and its customer-facing services, such as incident forms, service request forms, the knowledge base, and the chatbot. My focus here is on continuously enhancing and optimizing the user experience, requiring a keen understanding of our user base's evolving needs and the agility to meet them effectively.

Perhaps the most thrilling aspect of my career is my involvement in building an automation roadmap. This roadmap is more than just a strategy—it's a visionary plan incorporating cutting-edge technologies like artificial intelligence, machine learning, and generative AI. I am deeply intrigued by AI's potential to revolutionize customer service, especially in scenarios where human resources are limited.

This blog aims to establish myself as a thought leader in AI-driven solutions. Here, I will share insights from real-world challenges, discussing AI's impact on the customer service landscape, both positive and negative. My goal is to inform, spark conversations, and inspire innovation in this field.

I invite you to join me on this exciting journey as we explore the world of AI and its transformative impact on customer service. Whether you're a fellow IT professional, a technology student, or simply someone intrigued by AI's potential, there's something here for everyone.

Let's explore how AI is reshaping the future of customer service, one innovation at a time.