Future of ITSM: Smart Workspaces with Gen AI, NLU & Virtual Agents AT CHS

Joshin Darreddy, a seasoned ServiceNow Application Specialist and Developer with over eight years of experience in IT, has been a driving force in AI-based automation and digital transformation. As a Senior Solution Designer at CHS, Joshin has led multiple initiatives to enhance IT service management, focusing on AI-driven automation to optimize healthcare operations.

At CHS, Joshin has played a key role in integrating ServiceNow solutions to improve IT security operations, reduce manual workloads, and establish robust IT governance. His expertise in IT Business Management (ITBM) has significantly enhanced project efficiency, ensuring better resource utilization and compliance adherence. Through his innovative approach, CHS has benefited from automated workflows, improved service delivery, and increased operational resilience.

One of Joshin’s most impactful contributions is the implementation of a ServiceNow Virtual Agent powered by AI and Natural Language Processing (NLP). This solution has revolutionized employee interactions by providing instant resolutions to IT queries, reducing response times, and enhancing user experience. Furthermore, Joshin has successfully designed and implemented data integrations using SOAP and REST APIs, enabling seamless data exchange and automated scheduling of critical IT tasks on a weekly basis.

His ability to align technology with business objectives has led to improved service reliability and efficiency in CHS’s healthcare operations. By leveraging AI-powered automation, he has helped streamline workflows, optimize resource allocation, and ensure compliance with industry standards. Joshin’s dedication to innovation and automation has positioned CHS as a leader in leveraging AI within ServiceNow, ultimately enhancing the organization’s overall digital transformation strategy.