TLG
“ As we become bigger, we are a bigger target... The scope of the effort can be overwhelming with 1,600 employees across 12 states”
Ismael Hernandez Vice President of Information Technology TLG
A big add-on to this is the Guru Call Center, which is a developing group in the TLG dealer network. The Guru Call Center is a 24-hour dedicated service expert for overthe-road fleet maintenance support.“ It’ s a full concierge,” Ismael notes, where they can monitor the alerts seen on the dash and help customers on the go, as a very“ proactive” service.
The AI push Ismael says he has a two-headed approach to AI.“ I must put on my CISO hat and really be concerned with the shadow AI and the things going on in every functional department. It’ s so easy with all of the vendors and pitches, and all of the sales and marketing to want to jump in headfirst. And with my CISO hat on I’ m meeting with vendors and then communicating with senior managers pressing that‘ we’ ve got to do this in a structured way’, because effectively you’ re hiring a digital employee with AI agents and you’ re giving them elevated access to some critical systems, and proprietary data.” On the other hand,“ you can’ t not innovate with AI”. Ismael says that the alternative is to control the structure and the way it happens.
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