Resolve's Agents of IT podcast - Ep. 12 - Bob Strong, AVP of Service Operations at Assurant

💠What does it really take to move from reactive IT firefighting to intelligent, AI-driven operations?

In this episode of Agents of IT, Resolve CCO Sean Heuer and COO Ari Stowe sit down with Bob Armstrong, AVP of Service Operations at Assurant, to unpack what happens when a 25-year service operations leader embraces AI, automation, and agentic workflows.

Bob shares how a lifelong obsession with fixing broken processes evolved into leading AI transformation inside a risk-averse enterprise environment. From modernizing outdated knowledge bases to managing AI agents like digital teammates, this conversation dives into the real work behind automation success.

You’ll learn:

💠Why AI is a tool, not a replacement for frontline teams
💠How automation shifts service desk metrics from speed to true resolution
💠The challenge of trust, governance, and “AI guardrails” in enterprise IT
💠Why documentation quality makes or breaks automation outcomes
💠How to separate AI hype from real business value
💠What the future of voice AI and real-time translation means for global IT support

Bob also shares his practical framework for getting started:
Simplify. Streamline. Automate. In that order.

If you’re a CIO, ITSM leader, service desk manager, or automation architect looking to reduce ticket volume while elevating employee experience, this episode delivers actionable insight from someone doing the work inside a complex enterprise.

The future of IT isn’t about more tickets. It’s about smarter systems, better agents, and humans focused on what truly matters.

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