In this podcast episode, the discussion centers on the challenges and opportunities that AI brings to the biotechnology industry's field service sector, with a particular focus on Illumina. The conversation highlights shifts in the workforce, such as the retirement of aging employees and the shorter tenures of younger staff, which raises concerns about retaining vital institutional knowledge. Brenda Kahle, Senior Director of Service and Support at Illumina, underscores the need for employees who are adaptable and eager to learn new skills. She stresses the importance of leveraging digital tools and AI to preserve and share this essential "tribal knowledge." Ultimately, the podcast advocates for a balanced approach—investing in both immediate training solutions and long-term AI strategies to boost efficiency, lower costs, and improve customer satisfaction.
