AI Support Pod

Purpose

• Provide a space for Support Engineers to collaborate on Duo tickets
• Stay up-to-date on and deepen their expertise in Duo features
• Identify and test ways to improve Support’s workflows using AI

Scope

Topics in this pod will ideally align with these product groups:

• All groups in the AI-Powered Stage
  • AI Framework
  • Custom Models
  • Duo Chat
• From the Create Stage
  • Code Creation
  • Editor Extensions

Initiatives to improve Support workflows via AI (preferably by dogfooding Duo) will also be discussed and promoted in the Pod.

Current objectives

• Keep regular meetings going that are available to all regions
• Stay updated on all things Duo
• Help each other with Duo tickets!
• Promote, discuss, and test Support workflow improvements that use AI

Support Pod members

• Lead: John Gaughan (@jgaughan)
• Duncan Harris (@duncan_harris)
• Edward Hilgendorf IV (@edward)
• Luminus Alabi (@lalabi)
• Hubert Maraszek (@hmaraszek)
• Brie Carranza (@bcarranza)

How to get involved

1. Talk with your manager.
2. Add Duo to your knowledge areas in the Support Team data. If it already exists, adjust your level accordingly.
3. Let your teammates and groupmates know about your new focus area.
4. Join the #spt_pod_ai Slack channel.
5. Add yourself to this page.
6. Attend AI pairing sessions. See Regular meetings and check the GitLab Support calendar for up-to-date meeting times

Regular meetings

• AI Pod pairing sessions:
  • EMEA & AMER friendly: Tuesday, 13:00 / 14:00 UTC depending on DST (check the GitLab Support calendar)
  • AMER & APAC friendly: Thursday, 22:00 / 23:00 UTC depending on DST (check the GitLab Support calendar)

Slack Channels

• AI Support Pod Slack channel: #spt_pod_ai

Other Slack channels of interest:

• #ai_reading_feed
• #ai_strategy
• #ai-field-strategy
• #duo-chat-feature-flag-request
• #f_code-suggestions
• #cloud-connector-lounge
• #duo-chat-lounge
• #g_ai_framework
• #g_ai_model_validation
• #g_duo_chat

View page source - Edit this page - please contribute.