1. Can you walk us through the core components of your AI Roadmap—and how it differs from traditional AI integrations?
We’re looking at AI playing a role in three areas:
- “Copilot” capabilities that help customers with Rocketlane’s operational capabilities through an agentic interface.
- AI that can proactively surface insights and patterns on customer accounts and projects that customers need to pay attention to.
- Beyond the Professional Services Automation (PSA) product boundary, we’re building agents that can “do the work” that today’s team members do manually outside of Rocketlane. Whether it is exporting data and manipulating it in spreadsheets, or documenting information after a customer meeting, or configuration/setup work that happens in other systems, Rocketlane will start offering agents for a growing number of types of work primitives.
- The key difference is that Rocketlane is not stopping its ambition with AI at the boundary of its product, but rather focuses on what else can create impact for the function/team that uses Rocketlane.
2. What exactly is an “Intelligent Delivery Organization,” and how is it fundamentally different from today’s professional services teams?
A “Professional Services” team, by definition, is a team of professionals offering and charging for their services. It is based on an underlying assumption of human effort to deliver on customer needs and outcomes.
But we know the organization of the future will have humans working smarter alongside AI to deliver on outcomes for their clients. So, every delivery team needs to undergo a transformation that sets them on the path to this future.
Intelligent Delivery Organizations are teams that are actively investing in inventing this future:
– through being nimble and having an experimentation focus,
– by actively using automation and AI in every possible avenue,
– by striving towards radical efficiency in delivery (shrinking the time and cost of delivery).
3. In what ways can agentic AI help teams with critical but time-consuming tasks like resource conflict resolution or sales handoffs?
Humans take a series of steps to respond to situations like resource conflicts or creating documents like hand-off documents. Some of it is just plain steps to do the work, while some of it has some judgment and heuristics that a human applies to get the work done.
Agentic AI can replicate the human steps and use the same heuristics to perform the job, without having to resort to a very complex or an impossible set of workflow automations.
4. As AI systems grow more autonomous, how can organizations ensure fairness, explainability, and transparency in decision-making?
Develop more and more comprehensive documentation on expectations, fairness, ways of evaluating work and performance, so we can expect AI to behave closer to how humans behave. We need to keep testing the fairness of the system using a growing set of evals developed just to verify fairness and accuracy.
5. What KPIs or success metrics should leaders use to measure the impact of AI-powered delivery models?
- Radical decrease in timelines of projects, effort involved (>30% change).
- Lesser percentage of delays and escalations (Over 50% reduction in delays and escalations).
- The cost of delivery reduces by 30% or more.
6. What motivated you to create an “AI Roadmap” at this particular point in time?
We’ve always had an AI roadmap. But the recent changes and pace of innovation we’re seeing in AI have helped us rethink our ambition and vision for the space. This also made our re-imagined roadmap the most important focus area for our product team.
- About Srikrishnan Ganesan
- About Rocketlane
Co-founder and CEO of Rocketlane
Srikrishnan Ganesan is the Co-founder and CEO of Rocketlane, a purpose-built PSA and client onboarding platform that helps businesses deliver predictable outcomes, accelerate time-to-value, and improve team utilization and project profitability. Sri has a strong passion for customer experience (CX) and startups. His professional journey includes founding and scaling SaaS businesses over the last decade. Prior to Rocketlane, he co-founded Konotor, a mobile-first user engagement platform that was acquired by Freshworks in 2015. This acquisition turned out to be a significant growth vector for Freshworks, with the product evolving into what is now known as Freshchat. For a comprehensive understanding of Rocketlane’s offerings and impact, please visit their website https://rocketlane.com/.
LinkedIn URL – https://www.linkedin.com/in/srikrishnang/
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