Lenin Gali

Lenin Gali is a technology executive and go-to-market operator focused on agentic AI for enterprise service management, currently serving as Chief Business Officer at Atomicwork. He founded the Global CIO Circle and frequently convenes CIO, CISO, and engineering leaders to translate AI into governed, production-ready outcomes, while also advising GIT1K on data, security, and cloud investments.

Episode Summary

What if help found your employees where they already work? In this episode, Lenin Gali breaks down a service model that moves from portals to people, using AI agents that answer inside Slack and Teams, collect context automatically, and resolve routine issues in seconds instead of days. He explains how to design agent roles, wire in approvals for sensitive actions, and keep humans in charge while the system does the heavy lifting. You will learn how to personalize support by role, device, and policy, and how to automate smart handoffs from level one triage to specialist agents for tools like Workday, SAP, and Salesforce. We cover the KPI stack that proves value to operators and finance alike, including ticket deflection, time to access, cost to serve, re open rate, and CSAT. Gali also details the governance that makes speed safe, from least privilege and agent identities to full action logging, red teaming, and clear ownership. If you are ready to cut queues, reduce context switching, and raise trust, this playbook shows the path from pilot to production.