2020 Blog, Blog, Featured

The recent COVID-19 virus outbreak has driven many unanticipated changes in the way we do business. In particular, many people who usually go into the office are now required to work from home, which can mean different access methods (e.g. VPN Access) and permissions. These changing conditions have the potential to overwhelm service desks.

We have seen this with our clients in terms of a dramatic increase in service requests. We are pleased with the role our automation has played during these trying times. Our intelligent BOTs have enabled Relevance Lab to respond to upticks in service requests instantly.

Figure 1: Intelligent Automation Eliminated Service Desk Impact

With one of our significant clients with a large NYC footprint, daily inbound tickets increased 92% (Fig.1) during the March Peak Day (vs Feb avg) as the effects of the Corona virus forced people to work-from-home. Fortunately, nearly all those tickets are being managed using RL’s Intelligent BOTs, and we were able to handle the increased volume with no delay. Our Intelligent BOTs handled two and a half times (Figure 2)) their normal daily workload so that our service desk team could maintain focus on other critical business needs.

Figure 2: Dramatic Ticket Spike as People Prepared to Work-from-Home

Over the last year, we have increased the coverage and complexity of our Intelligent Automation to achieve 70-80% inbound ticket automation with an equivalent reduction in human efforts. Having a robust platform with standardized processes, BOTS driven automation and reliable Automation Analytics have helped better prepare for the unknowns.

As we all continue to weather this crisis together, please stay safe. We wish everyone the best.

For more information feel free to contact marketing@relevancelab.com

2020 Blog, Blog, Featured

As per multiple market research sources, AIOps market will grow at a CAGR of 33% till 2024. Though the markets attribute the growth factor to the hybrid readiness of the AIOps technologies clubbed with RPA, we at Relevance lab believe that RPA alone may not solve the problem in its totality.  Hence our AIOps platform is driven by Intelligent Automation.

AIOps is gaining traction because of its ability to provide real-time data by eliminating silos, better tracking and management and automate problem-solving. As per one of the private research firms, about 87% of the organizations are creating value by using AIOps platforms.

What business challenges do you solve using an efficient AIOps Platform?

• Improve Operational Efficiency
• Reduce Customer Churn

With increasing complexity and dynamism of IT environments, including infrastructure and applications, the ability to provide a holistic platform is critical today. So how do you go about evaluating the right platform?

Problem Identification:

Ability to identify the problem on a timely basis by analyzing the infrastructure and application behavior coupled with Digitization and cloud migration. This rising trend is to drive the revenue growth of the market over the next five years.

Integrations:

Does the platform seamlessly integrate with ITSM, ITOM, Cloud and Automation platforms? One of the most significant challenges seen in enterprises today is the silos. This is where systems, skills, data and infrastructure are ‘owned’ by a specific team or department which works in isolation from other parts of the organization. Any solution being considered must be technology, location, vendor, data and domain agnostic.

Data Normalization:

Ability to collect unstructured and fragmented data to provide actionable insights. Ideally, before you make any decisions on IT solutions, you have analyzed and understood what data you have, where it is stored, who ‘owns’ it and what value it has to the business.

Relevance Lab’s Agile Analytics helps global organizations with solutions that run across the entire organization with speed, responsiveness and flexibility.

Leverage AI-based Technology for RCA:

The introduction of cheap compute resources, the ubiquity of data and the adoption of new technologies such as Artificial Intelligence (AI) all mean that software-based RCA techniques can and should be implemented as a priority. AI, and especially Machine Learning, can process vast amounts of data to detect anomalies in real-time and to predict potential issues and uncover trends.

Real-time & Pro-active:

The introduction of Artificial Intelligence-based technologies has seen the ability to analyze huge amounts of data to detect anomalies in real-time and to perform predictive analysis to prevent service outages. Combined with the ability to automate actions, these technologies allow the organization to move from reactive to proactive.

Flexibility, Openness and Future-ready:

Often IT Solutions that you are discussing are complicated and expensive. Therefore, evaluating a solution which is not; way below the benchmark nor way too above the benchmark or beyond reach is critical. Hence Carefully reviewing the design and architecture of your IT solution to ensure that it is ‘future-proof’ is recommended.

• Is the product built on proprietary technology that may be difficult to maintain and support in the future?
• If the solution uses 3rd party products or services, can these be easily swapped out for others?
• Is the solution ‘open’ with well-defined APIs and integrations?
• Will the solution be able to perform and scale to your growth plans?

Implementing ITOM, ITSM and AIOps are now the need of the hour wanting to improve service, customer satisfaction levels and the overall operational efficiency by removing silos and leveraging Intelligent Automation.

There is a plethora of choice out there in the market. However, choosing your technology wisely is recommended.

For more information feel free to contact marketing@relevancelab.com