Your Customers Will Benefit from Autonomics as Much as Your Company

By Juan Martinez, Senior Writer
July 10, 2018 • 3 minute read

Interested in how an IT operations tool benefits your customers? This piece examines how automated processes and quicker issue identification improve the user experience. Read more to learn how.

An autonomic IT operations management solution, such as IPsoft’s 1Desk, is primarily designed to improve efficiencies within a company’s technology ecosystem. As 1Desk isn’t an external customer-facing platform, it’s often difficult for organizations to understand how it actually benefits customers and clients. However, autonomics can contribute to substantial business outcomes, better interactions and relationships with external parties, and a healthy corporate bottom line.

Let’s take a moment to review 1Desk’s abilities.  Backed by autonomics and cognitive-based Artificial Intelligence (AI), 1Desk turns the traditional helpdesk ticketing process into a streamlined one driven by machines. As we’ve detailed in previous blog posts, in traditional IT operations, employees file a ticket, the ticket sits in a queue, and if the employee is lucky, a technician can resolve the issue. If the technician is forced to escalate the issue to another staffer, the ticket goes back into a queue.

The goal of 1Desk is to fix everything in IT environments automatically, and if human engineers are required to be involved, the system monitors, learns and extracts data from their manual efforts. With 1Desk, the platform records the steps that human engineers take to resolve issues and automatically builds new automations based on those steps. In ideal cases, an automation can be approved and next time the issue occurs it would be automatically fixed; in less ideal cases, the system analyzes generated content, and if it has value, 1Desk routes it to the appropriate automation engineers. The goal is that every manually performed resolution is recorded, analyzed and utilized to build new automations.

The goal of 1Desk is to fix everything in IT environments automatically.

Additionally, IPsoft’s cognitive digital colleague Amelia studies every transaction, interaction, and automation within 1Desk to ensure she’s up-to-speed on what’s happening within the system. That’s because Amelia is the first interaction for non-IT employees who have support questions. Rather than send an email to the helpdesk, employees ask Amelia a question (e.g., “Amelia can you help me reset my password?”). If Amelia has studied the process and understands what to do, an IT worker will never need to be involved in resolving the issue. Instead, Amelia will reset the password, a log of the interaction will be created and stored, and everyone can move on to another task.

How does this internal agility and responsiveness help external customers, partners and suppliers? “1Desk is about aligning the front-office with the back office, so it is creating a more streamlined process,” said Allan Andersen, Director of Enterprise Solutions at IPsoft. “That should result in a more responsive organization, [a] more agile [one], which in turn should provide overall better service to end-customers at a lower cost basis.”

Think about how often you as a consumer have called a company with a question and call center agents tell you that their systems are down and that they can’t help you. These are exactly the kinds of customer-facing scenarios that 1Desk is built to resolve instantly. Website performance, app performance, network issues — 1Desk is designed to not only help your organization spot potential problems immediately, but our virtual engineers and Amelia are built to automatically find and activate resolutions before customers ever realize something went wrong.

With the autonomics and cognitive capabilities of 1Desk at the heart of an organization’s IT and business systems, a company augments its ability to serve internal employees with issues they need resolved, which in turn allows employees to serve external clients and parties without limited or no disruption — and that's the best outcome for the business overall.


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