Technology Record - Issue 32: Spring 2024

INTERVIEW Adapting to an AI world Alois Reitbauer of Dynatrace explains how organisations can capitalise on the rise of AI and provides an insight into what the future holds BY AMBER HICKMAN There is a rising demand for generative artificial intelligence products that could result in about $280 billion in new software revenue by 2032, according to Bloomberg’s 2023 report Generative AI Growth. Many organisations are eager to act quickly to implement AI into their own business, in fear of getting left behind. But what challenges are these organisations likely to face? According to Alois Reitbauer, chief technology strategist at Dynatrace: “The biggest challenge has nothing to do with AI but involves understanding your business. “Organisations need to know their customers, the processes that they want to focus on and where they want to improve. Only then can they identify how they can apply AI accordingly,” he explains. Reitbauer also believes it is important for decision makers to improve AI literacy and understand how associated technologies can work for them. “Generative AI is huge right now, but there is also machine learning, knowledge-based models and so on,” he says. “Many organisations tend to default to using a large language model (LLM) and building a chatbot, but there is a much broader spectrum of possibilities that could be better suited to their business.” With so much to consider and so much at risk, Reitbauer says organisations need to work out how AI can best work for their business, rather than jumping in for the sake of having the technology. “AI is an investment, and it can affect your business if not implemented responsibly,” he says. “Not only is it costly, but also consumes a lot of resources. For example, an LLM running off a large database can get quite slow, which is why prompt engineering and retrieval augmentation generation are important factors.” Dynatrace has been building AI into its platform for over 10 years so customers can make the most of their data to resolve security incidents faster. “The Dynatrace platform has a range of AI-powered features such as automatic problem analytics and root cause analytics for observability and security,” says Reitbauer. “For example, if an organisation is facing an issue in its production environment, manually searching for the cause and solution can be time consuming and introduce bias, as they are more likely to go with the first solution they find, rather than the most optimal. 60 Photo: Dynatrace