Palo Alto Networks Boosts Efficiency with AI, Cuts 60% of Employee Tickets

Palo Alto Networks, a leading cybersecurity provider, has adopted a strategic approach to integrating generative AI into its operations. The company polled all its departments to gather ideas on how AI could enhance productivity. However,
chose to focus on only a few high-impact use cases to maximize financial returns. Meerah Rajavel, the company’s chief information officer, highlighted four key areas where AI is being deployed: an AI agent named Panda AI for handling employee queries, an AI code generation tool for engineers, AI tools for customer support, and an AI tool for customer problem resolution.One of the most significant AI implementations at Palo Alto Networks is Panda AI, which automates responses to employee questions related to IT,
, and finance. Initially, the company aimed to resolve up to 90% of the 480,000 annual employee requests using generative AI. However, research indicated that AI could only address 18% of these issues, as most employee queries require action rather than just information. Panda AI now handles nearly 60% of employee-generated tickets autonomously, with the potential to increase this figure to 80%. This shift has allowed Palo Alto Networks to eliminate a dedicated phone line, Slack channel, and online portal previously used for employee requests, resulting in significant cost savings by reducing the need for external human agents.Another critical AI use case is the generation of software code. Palo Alto Networks’ 6,000 engineers are using AI for code generation, but the company has opted not to use popular third-party coding tools like GitHub and Cursor due to concerns about protecting its intellectual property. Instead, Palo Alto Networks trains its own Claude models, hosted on Google Cloud’s Vertex AI platform, to write code. This approach ensures that the company’s proprietary information remains secure while leveraging the efficiency of AI.
In addition to focusing on generative AI, Rajavel dedicates 20% of her time to engaging with customer CIOs, chief information security officers, and other C-suite executives. One of the company’s offerings that frequently comes up in these conversations is its AI Access Security tools, which help organizations identify generative AI apps being used on their networks. Rajavel’s extensive experience as a CIO at multiple technology companies, including Citrix, Forcepoint, and Qlik, provides her with valuable insights into what CIOs want to discuss with vendors.
Palo Alto Networks has also been actively integrating its numerous acquisitions. Since April 2022, the company has acquired IBM’s QRadar software-as-a-service assets, Talon Cyber Security, and Dig Security. These acquisitions have been quickly integrated into Palo Alto Networks’ existing ecosystem, with acquired technologies being merged within 90 days of a deal closing. The company tests these tools internally before making them available to customers to ensure they are ready for widespread use. Rajavel emphasizes that Palo Alto Networks is the first to implement the technology it acquires, ensuring its readiness for customer deployment.

Ask Aime: How will Palo Alto Networks' AI initiatives impact cybersecurity?
Comments
No comments yet