Operations | Monitoring | ITSM | DevOps | Cloud

Today’s Cognitive Network Operations Center (Cognitive NOC) is a significant advancement that employs artificial Intelligence (AI) and machine learning (ML) to dramatically modernize and improve network management and operations. Working together, the NOC and IT Process Automation (ITPA) propel superior efficiency and effectiveness of network operations, minimize downtime, lower operational costs, and overcome additional challenges in optimizing network performance.

The quality of customer experience (CX) is declining, according to the American Customer Satisfaction Index. Customer satisfaction is at its lowest point in 17 years: 73.2 out of 100. Many factors are at play here, but there’s clearly an opportunity to improve the experience your customers receive. Adopting new strategies and technologies, such as AI in the contact center, can significantly improve efficiency and competitive advantage in three key ways.

In today’s fast-paced world, app performance equals brand reputation. Customers expect apps that are fast, responsive and available 24/7. That’s where Application Performance Monitoring (APM) comes in. The technology enables businesses to ensure the best possible user experience by monitoring and managing the performance of their applications. But as applications become increasingly complex, identifying and resolving performance issues in real-time becomes increasingly difficult.

Artificial Intelligence (AI) - or more specifically Machine Learning (ML) - and automation were big topics for many of our customers in 2022. Common reasons for the interest in AI and automation were to: increase efficiency, reduce manual processing, minimise human error and - especially for the use of ML - identify ‘unknown unknowns’.