Can Your IT Support Person Be An Inspiration To Your Organization?
In the battle for relevance between traditional enterprise and disruptive startups, cognitive computing has revealed itself as the old-guard’s most powerful ally. Thanks to a powerful combination of AI capabilities, organizations can now set about redefining both consumer product and consumer experience. They can be more intelligent and – paradoxically – more human, as automating algorithms personalize products at a scale many orders of magnitude higher than the manual worker is capable of achieving.
One of the less exciting but most transformative use cases of cognitive computing technology is IT maintenance.
The IT systems that comprise the backbone of any major modern organization are complex and littered with often-redundant layers of security. When operators are trying to fix IT-related problems, these layers present significant impediments, slowing down problem resolution and eating into employee productivity.
Compounding these problems, IT operator response is often inadequate. Typically, operators will look at a system report then search online for possible causes and resolutions. It’s a time-consuming process, and solutions operators find are rarely specific to their issue, infrastructure, or circumstance.
Use of cognitive computing is not about glamorous bots trying to do work that humans should. True wins of cognitive automation disrupt existing paradigms in routine operations.
Cognitive computing offers a wholly different paradigm: an interactive service that combines existing internal data logs with external data from the IT environment relevant to the problem at hand. Using this service, IT managers and operators can use cognitive chatbots to ask natural-language questions and receive solutions instantly, without muddling through complex security layers or spending hours on Google Search.
Imagine: Your IT department encounters a major security hack, on the scale of the WannaCry ransomware attack that hit businesses and governments worldwide this year. Most organizations would set up a war room, call in the relevant subject matter experts then task them with identifying the issue, searching for a solution and executing a recovery plan. This process could take days or even weeks, putting customer, client and internal data at risk.
BUT, because your business has invested in cognitive computing capability, your IT team is able to react to the hack with much greater agility: within minutes of the attack being flagged, automated algorithms have analyzed your data, researched fixes that have worked in the past and recommended a solution that will work in the present scenario. To enact the solution, all an IT operator has to do is click ‘accept’. Once the solution is enacted, tests are automatically run to ensure everything is working as it should be. This streamlined process drastically reduces mean time to repair.
And, it makes your IT team look like a bunch of superheros.
In the nascent market of cognitive computing, two distinct models are emerging. IBM Watson takes an investment of time and money worthy of a supercomputer before combining text, speech, visual signals and others to solve foundational challenges. Coseer takes a more tactical approach, honing in on text-based workflows, going after specific problems and achieving 98% accuracy within weeks. To learn more about which approach is right for your business, request a meeting with our team.