Unlocking the Potential of AI Implementation for Business Success in 2025

Artificial Intelligence: Practical Implementation and Governance Your pathway to compliant, competitive advantage with Epic IT May 2025

Epic Enterprises (WA) Pty Ltd Why AI is Paramount for Your Business Reasons for adoption and how we can help guide you PRIVATE & CONFIDENTIAL but also perceived inhibitions to adoption There are clear reasons to adopt AI Trust & Accountability: Lack of explainability, bias concerns, and unclear legal liability can make boards hesitant. Keep Pace with Competitors: 88 % of Australian execs plan to boost AI investment in 2025 - standing still means falling behind. Skills & Integration Gaps: concerns around lack of expertise to deploy AI safely or connect it to core systems. Scale Without Adding Headcount: Automate routine workflows and boost efficiency without increasing overhead. Unclear Return on Investment (ROI): Many pilots start with the tech, not the business case. This results in cost without value. Unlock Hidden Value in Data: AI can turn your existing CRMs, ticket logs, and docs into insights and actions. Boost Productivity & Morale: Free your team from repetitive work and lift productivity output (sometimes 30%+). Risk of Misuse: Poorly governed AI can leak data, breach compliance, or trigger internal resistance. Epic IT has a principle-driven, phased adoption through a framework of governance and compliance Start with ROI: We focus on real business outcomes. Every project is tied to measurable KPIs. Implementers, not just consultants: We handle the heavy lifting which includes setup, integration, delivery and monitoring. We work with the stack you already have: Our AI tools plug into your existing systems such as CRMs, ticketing, SharePoint etc. Fully Governed: Privacy, security, and compliance are built-in, not retrofitted. Empower Your Team: We upskill your staff through co-pilots and hands-on training (not replace them). 2

Epic Enterprises (WA) Pty Ltd The AI Hype Cycle AI follows a typical Gartner adoption pathway for technology. We are pragmatic about our delivery of business results for you against this backdrop. PRIVATE & CONFIDENTIAL Expectations Peak of Inflated Expectations Epic IT is well past the AI playground phase. We are already delivering REAL operational and financial wins for clients (and ourselves) through our structured approach. Plateau of Productivity Slope of Enlightenment Trough of Disillusionment Tech Trigger Time Phase 1. Playground 2. Fear & Freeze 3. Pilot with Guardrails 4. Agent Powered Workflows 5. Invisible AI / Business Fabric Compliance/Security or Operations tap the brakes ( do we know where that data goes? ) Boards worry about client confidentiality Some MSPs block public LLMs entirely Formal AI Guild / tiger-team spins up Quick wins: ticket-summaries, KB drafts, licence audit bot Draft Responsible-AI policy; choose an Azure region Autonomous agents chain steps: triage fix close ticket Predictive maintenance suggestions auto-generate work orders Human-override & audit logs baked in AI features integrated into every tool (RMM, PSA, quoting, SOC) Clients buy outcomes, not AI licences Boards see AI metrics on the same page as SLA & EBITDA What Companies and their MSPs do Everyone s poking ChatGPT & Copilot Screenshots in Teams/chats, look what it wrote for me! No policies, no budget We operate here 3

Epic Enterprises (WA) Pty Ltd PRIVATE & CONFIDENTIAL AI Solutions we have implemented internally at Epic IT # Solution & Executive Pain-Point How It Works (incl. AI / Agent) Business Outcome & ROI/KPI 90-Day Pilot Snapshot AI Service Desk Assist: Pain Point: Trend analysis buried in thousands of tickets; our management wanted faster resolutions without extra head- count. Solution: AI Service-Desk Insights Chatbot in Microsoft Teams that turns plain-English questions into live reports and recurring-issue dashboards. MS Teams bot pipes queries to an OpenAI LLM via Ruby-on-Rails API, retrieves data from Azure SQL (RAG pattern). An autonomous Insight-Agent ranks top issues, auto-tags tickets, and drafts troubleshooting guides. All processing stays on shore in Australia in the Azure tenant; role-based access and audit logs enforced. Weeks 0-1: Workshop, KPI baseline, data- pipe setup. Weeks 2-4: Build & deploy bot in sandbox; shadow-mode reporting. Weeks 5-7: Live agent actions, guide auto- generation, feedback loop. Week 8-10: Measure KPIs, cost savings, executive sign-off move to full production. Approx. 120 engineer-hours freed per month = A$14.4 k labour saving. Mean Time-to-Resolution (MTTR) down 25% on Tier-1 tickets (4h to 3h). Pay-back in 2.3 months after $350/mo run costs. 20-point jump in internal CSAT on ease of finding root cause. 1 Ingests real-time ticket data into a vector database (Azure Cognitive Search). An Embedding Agent (OpenAI) converts subject, description, and custom fields into vectors. When a ticket arrives, the Similarity Agent ranks the top 5 historical matches and displays fix steps inside your PSA (ConnectWise / Autotask). Filters by client and location to avoid false positives; all data stays in AU Azure, fully audited. Weeks 0-1: Scope workshop, baseline MTTR/FCR metrics, data-model access. Weeks 2-3: Build embedding pipeline; initial vector index on last 12 months of tickets. Weeks 4-6: Deploy assistant in shadow mode shows suggestions, no auto- actions; collect feedback. Weeks 7-9: Go live with inline triage panel; enable auto-tagging & resolution links. Week 10: Measure KPI deltas, calculate ROI, present board-ready report approve full rollout. Ticket Triaging Assistant Pain Point: Engineers spend minutes per ticket hunting past fixes; MTTR and labour costs inflate. Solution: AI Ticket-Triaging Assistant that auto-surfaces look- alike tickets by issue, client, and site so techs see proven resolutions the moment a new ticket is logged. MTTR further reduced by 30% on repeat incidents (4 h 2.8 h). First-Contact Resolution (FCR) 20 pp (from 58% to 78%). Saves ~90 engineer hours/month A$10.8 k labour benefit. Pay-back < 3 months on a ~A$28 k one-off build + $300/month run cost. 2 4

Epic Enterprises (WA) Pty Ltd Our Approach to helping our clients with AI Implement and learn AI solutions in our own operations first apply learnings for our clients through a framework of governance and compliance PRIVATE & CONFIDENTIAL Our AI Implementation Principles We are always in Continuous Learning mode Pilot/apply what we learn within Epic internal operations first Implement solutions which make immediate, measurable (ROI) impact Our AI Implementation Process Evaluate & Align: Run a 2- week AI Readiness Assessment to scope use- cases, set KPIs, assess ROI requirement and complete privacy/risk impact checks. Pilot & Validate: Build a 90-day prototype in a sandbox; prove ROI against the agreed KPIs and obtain executive sign-off. Secure Rollout: Deploy to production with least- privilege access, automated audits, and board-level governance artefacts. Monitor & Optimise: 24/7 agent health dashboards plus quarterly KPI reviews; iterate models and controls for continuous improvement. Our Delivery Framework: Compliance + Governance Risk & Privacy Checks Up-Front Data-mapping, PIA/DPIA and bias scan completed before any model reaches production. Policy & Principles: ISO 42001 OAIC privacy rules Essential Eight/AICD compliant Secure-by-Design Delivery Australian data residency End-to-end encryption Least-privilege service accounts Always-on human override switch. Continuous Audit & Improvement Live agent logs Quarterly fairness + security audits, KPI/incident reports tabled with your Risk Committee. 5

Epic Enterprises (WA) Pty Ltd PRIVATE & CONFIDENTIAL AI Solutions we have implemented for Clients (Case Study 1) Healthcare: AI Voice-to-Text Transcription 85% cheaper than off-the-shelf comparable SaaS products. High ROI: payback period of < 3 months purely from cost savings. ROI Auto-ingests ~15 hrs of consult calls per month (3CX RingCentral) and transcribes via Microsoft Azure Speech. Generates unique call IDs, tags speaker & patient data, and drops searchable transcripts into SharePoint. Eliminates manual typing and delivers audit-ready records for strict healthcare compliance. Solution Features Clinician time saved: transcripts land in SharePoint within minutes, freeing doctors from 3-4 hours of note-taking every week Higher accuracy & context: medical-term language model tuned to > 92% word accuracy after three weeks of feedback loops. Tangible Benefits to Client Seamless Electronic Medical Record (EMR) integration: transcript + metadata can flow straight into Best Practice / Genie via existing API, reducing double-entry errors. Ability to Scale: Azure autoscaling entails increasing from 15 to 150 hours/month with no new licenses. End-to-end encryption & AU data residency satisfies OAIC privacy rules and insurer cyber-risk questionnaires. 6

Epic Enterprises (WA) Pty Ltd Our AI Expertise We are an IT company in continuous learning mode with an interest in IMPLEMENTING measurable solutions for our clients with AI PRIVATE & CONFIDENTIAL A long track record servicing outstanding Australian businesses Founded in Perth in 2005, Epic IT is an Australian-owned MSP with a national footprint of clients and a 20-year track record delivering outstanding, secure IT services across all a broad set of industries Dedicated Internal AI Guild Turns Ideas into Pilots: the Guild triages AI use cases, runs monthly labs to prototype them, and delivers 90-day pilots that hit measurable ROI targets. Sets the Guardrails: the Guild owns the AI playbook (prompt libraries, security patterns, ISO 42001-aligned policies) and oversees the upskilling of staff through certifications to keep deployments safe and compliant. We are an MSP with a continuous learning and improvement culture driven by AI Quarterly Hackathons Every quarter, cross-functional teams spend one day turning fresh AI ideas into working demos, with live judging on ROI, security, and client impact. Prizes for most measurably impactful solutions Engineering Certifications: Staff complete vendor-backed credentials like Microsoft Azure AI Engineer (AI-102) and Certified TensorFlow Developer to prove real model building and deployment skills. We are AI Credentialed Governance & Ethics: Our Responsible-AI leads are pursuing ISO 42001 Lead Implementer/Auditor so every project meets board level compliance and risk standards. User Facing Innovation: Consultants are trained on Microsoft Copilot Studio certification, enabling rapid rollout of secure, domain-specific copilots for clients everyday apps. 7

Epic Enterprises (WA) Pty Ltd Risks and Governance Implementing AI through Governance Anchors PRIVATE & CONFIDENTIAL How are you controlling AI Risk? Anchor Authority Why Its Relevant What it looks like in practice How Epic IT helps your board sleep at night We embed a Why was this decision made? explainer panel in our Service Desk Assist and Security Co-Pilot tools, so staff (and auditors) can trace the logic chain in plain English. Our rollout playbook includes a Change-Management & Communication kit your HR/Comms team can send to staff and customers. Australia s 8 AI Ethics Principles (voluntary today, flagged for regulation) (Industry.gov.au) Directors must prove users are not being misled or harmed by opaque automation. Every user-facing agent discloses it s AI. Decisions affecting a person come with an explain button. Human-override for critical actions. Human centred & transparent Before any pilot we run a Privacy Impact Assessment and give the board a sign-off template. Our agent scripts execute with least-privilege service accounts; no production passwords hard-coded. We can map each control directly to ISO 42001 clauses useful if you later seek certification. Data-minimisation and encryption at rest/in transit Models hosted in AU Azure regions under your tenancy Logs piped to your SIEM for 7-year retention. OAIC privacy rules, Essential Eight, and pending ISO 42001 certification path (ISO) Data leaks or insecure models trigger statutory penalties and shareholder suits. Privacy, security & compliance by design Boards may be on the hook if AI decisions systematically disadvantage a protected group. Quarterly bias scans on training data and output patterns. Benchmark results stored for trend analysis. Escalation workflow if bias exceeds threshold. Emerging AI Safety Standard (Sept 2024) requiring bias controls (Reuters) Our AI Guild maintains a Bias-Audit Checklist aligned to Australia s AI Safety Guardrails Boards receive a one-page dashboard showing pass/fail status plus remediation actions. Fairness & bias monitoring Named Product Owner and Data Steward for every agent Immutable action logs; no silent self-updates. SLA-based incident response with RACI matrix. ASIC guidance: foreseeable tech risks demand board attention (ASIC, ASIC) When something goes wrong the minutes must show a control framework, not set-and-forget. We seat a member of your risk/compliance team on our Responsible-AI Committee. After each quarterly review we provide board-ready minutes and an attestation letter confirming control effectiveness. Clear accountability & auditability 8

Epic Enterprises (WA) Pty Ltd PRIVATE & CONFIDENTIAL So, What Now? The AI inflection point may be less than a year away. When every business tool flips to AI-first, will your team be Ready; or Scrambling?" A Question to Consider 1. Initial Conversation: Share your goals and the KPI you d most like to move with AI. 2. No-Obligation Readiness Snapshot: We benchmark your data, workflow, and risk posture against AI best practice. Suggested Next Steps 3. Kickstart the Roadmap: Book your AI Health Check & 90-day pilot slot, and leave with a tailored, company-specific adoption plan. Contact: ai@epicit.com.au | 08 9228 2945 9