The team is moving from a labor-based model to an AI-enabled operating model, in which AI agents and automation resolve routine demand end to end, telemetry-driven remediation prevents issues before they are reported, and Pfizer colleagues focus on judgement, exception handling, vendor governance, and continuous improvement across AMER business units and sites. Experience identifying, implementing or supporting automation, self-service or AI-enabled capabilities that measurably reduced human service interactions, using service and experience data to prioritize improvements, size benefits and evidence outcomes, including the change management required to sustain adoption.