What is Smart Ops
Over 70% of the total cost of ownership (TCO) of an enterprise application is spent on operations and maintenance. Also the services and support processes bear many inefficiencies like missing information, re-investigation of recurring incidents, repeated manual implementation of solutions, and in general a lack of documented and well structured knowledge. Based on our Smart Ops implementations at leading European Auto OEMs, IT organisations can reduce service cost and improve service quality by addressing these areas.
Most of the data collected during service operations is of unstructured form: tickets raised by end users, error messages generated by monitoring systems, or solutions documented by ops agents. Smart Ops leverages the power of natural language processing (NLP) in combination with automated knowledge management to provide self-service capabilities through real-time interfaces like chat-bots or web portals. Smart Ops can also interact with users using the existing ticketing tool, so that Smart Ops can also be introduced without affecting the existing service processes.