See Servicenow. RPA and AI in NOC.
Thanks! Rafael
Use Case 1 for RPA: complex order intakes, especially when they are on tailor made services are typically done in different ways by experienced operators. When you configure large lease line, trunking, centrex or call centre solutions, there are various ways to get the configuration the end-client wants from a business perspective to work from a technology/NW perspective. Following several of your experienced operators, measuring time, effort, failure rates and - most of all - the cost required to set up one solution versus another will drive your RPA to automate in a unique way for future demands of the same type.
Use Case 2 for AI: when you have a NW with NFV/SDN aspects running, the ways you can realise any given service get very numerous. Even guys from Cisco or Ericsson say that right now they don’t have a view of what the full implications of NFV/SDN on future provisioning will be. So AI analysis for efficiency optimisation and ongoing simplification of provisioning activity (for which also in the future you do not want to hire nuclear scientist) is pretty much a given.
Now to put the AI impact into perspective : this is actually quite a measurable data set which needs to be analysed. The number of jumps on the network, the nb of messages, the nb of instructions/configuration set data and repeating patterns and sequences to apply those. In other words, this works fine :)
Thanks for a detail response!
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