As IT leaders evaluate when and how to introduce AI into their workplace to help human operators become more efficient, there are a lot of questions about what the real impact will be to the workforce.
If human operators have the visibility to identify an issue before it gets out of hand, they can take action and improve the entire experience for the audience that matters most — their customers.
To help uncover the answers, Moogsoft recently surveyed a group of customers from Fortune 500 companies to see how they’re using AI and machine learning to improve their performance. We weren’t surprised when everyone told us that the volume of incoming IT alerts and tickets has plummeted since they began using AIOps technology. But there were some additional — and quite interesting — findings that businesses looking to integrate an AIOps platform into their technology stacks can learn from.
Let’s take a closer look at some of the other ways AIOps platforms are enhancing the customer experience, and improving overall business results across the enterprise.
82% of respondents pointed to an improvement in overall productivity.
We found that AIOps technologies allow IT professionals to step away from the more mundane tasks like processing alerts and tickets and, instead, focus on more strategic initiatives. When professionals at all levels across all departments spend more time thinking and acting proactively — rather than simply making reactive moves — it paves the way for a more productive workplace.
91% of respondents said their overall quality of service and customer experience improved.
Not only does AIOps technology help streamline processes and workflow, it also has a measurable impact on overall service quality. In the case of Moogsoft, our customers report that the Situational Workflow — an automated incident-to-resolution set of processes enabled by AI and ML — allows their teams to point their efforts toward issues that require their immediate attention, rather than sifting through gratuitous alerts and tickets. Of course, if human operators have the visibility to identify an issue before it gets out of hand, they can take action and improve the entire experience for the audience that matters most — their customers.
67% of respondents said their time to detect customer-impacting issues improved.
AIOps platforms can help automate the incident management process: cluster events into actionable Situations, identify the root cause, surface recommendations for corrective action, and alert the right members of the IT team so that they can take action.
Empathy is the crucial piece of all relationships. AIOps is the key to helping IT teams uncover problems faster and more efficiently, but the technology doesn’t supplant human operators; rather, it’s about AI working alongside humans to provide the best service possible, which still requires creative problem-solving and strategic thinking.
Even though artificial intelligence is sweeping across industries like IT, there will always be a need for human operators.
Don’t believe the doomsday rhetoric. With AIOps, there is a ton of opportunity to automate IT operations, but the IT workforce won’t just disappear — it will evolve. In fact, McKinsey & Company research estimates that, by 2030, 20 million to 50 million new jobs will develop to accommodate automation.
It’s clear that Moogsoft’s customers are feeling the positive impact of what AI and machine learning can do for their overall operations. But don’t just take our word for it. Check out this Gartner market guide for more insights on how AIOps can benefit your teams, and let us know what your thoughts are in the comments section, or Tweet us @moogsoft.
About the author Kelsey Hanger
Kelsey Hanger is a Product Marketing Manager at Moogsoft. When she isn’t writing blogs about AIOps or conducting Monitoring Surveys, she loves finding unique eats in and around SF and traveling to the parts unknown, whether that be a speakeasy in Oakland or the ruins of Monte Albán in Oaxaca, México. Feel free to tweet her @KelsHanger or connect with her on LinkedIn.