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Is AI Killing Jobs….or Creating Them?

Ask a roomful of people how they feel about artificial intelligence in the context of jobs and you’ll undoubtedly received a mixed bag of responses. Some will undoubtedly express their concerns that AI is poised to destroy employment as we know it today. Others will take a more optimistic approach, viewing AI as a tool to help us work more efficiency and accomplish things we couldn’t do with human workers alone. Even the various analysts and economists range widely in their predictions of what role AI will ultimately have in the future of work.

The truth, as is quite often the case, lies somewhere in the middle. There’s no question that intelligent automation will eliminate some jobs, impacting just about every industry and sector across the board. At the same time, however, AI will create new jobs, both in categories we’re familiar with as well as many more that have yet to be developed.

AI = Job Killer?

Automation is nothing new. It’s a technology that’s been embraced and lauded by organizations for decades upon decades. The key differentiator here is the introduction of the word “intelligent.” It’s the cognitive abilities afforded by AI and machine learning that will ultimately enable businesses to optimize their use of human labor. And that’s where the shakeup will inevitably occur.

In fact, a shift has already begun – particularly in areas where the work is highly repetitive, regulatory intensive and prone to error. Why pay humans to perform work that could easily be carried out by an intelligent bot – especially when that bot is capable of understanding the meaning and context of the information at hand?

So, does this mean people are being eliminated from the workplace entirely? Not so fast. In fact, there are plenty of categories of employment that will remain relatively untouched by AI. For instance, many professional services categories will remain intact as they still require a level of responsiveness that cannot yet be replicated by artificial intelligence.

AI = Job Creator.

Studies indicate a surprisingly positive view of AI’s role and ultimate impact on tomorrow’s workplace. In fact, a recent survey revealed that 75% of U.S. workers do not view their jobs as being at risk of elimination – at least not within the next decade.

Additionally, the vast majority (87%) of workers say they wish their employers would automate more tasks and processes. Why? Because they recognize the promise that AI brings in terms of improved efficiency and increased productivity. In other words, most people understand that AI will make their work lives better, not worse.

But, what about those repetitive, error-prone tasks that are already being shifted from human to machine? Won’t those workers end up in the unemployment line? Not if they are willing to change gears. In fact, the rapid adoption of AI and intelligent automation is already creating exciting new roles and opportunities.

Part of the challenge here is that it’s difficult to fathom jobs and employment categories that may not yet exist. Thinking back 20 years, the concept of a role such as social media manager was completely foreign, yet today it’s something most organizations have. Likewise, looking forward 20 years into the future, there will undoubtedly be whole new sectors of the economy that do not exist today. And along with those emerging opportunities, human workers will also need to adapt and evolve.

Without question, the world is experiencing a revolutionary shift, thanks in large part to artificial intelligence technology. Thankfully, the magnitude of the impact that shift will have on the future of work is still largely within our control. Those who are at the greatest risk of redundancy can provide themselves with a safety net by proactively reskilling and reinventing themselves.

Not sure where to begin? Our Automation Academy is a great place to start. Enroll today!

Want to Innovate? Automate.

The key to innovation lies in the ability to quickly identify and resolve frictions. Easier said than done? Not necessarily – provided you have the right tools in your corner. That’s where the power of AI, machine learning and intelligent automation come into play. By leveraging these technologies, organizations will be better prepared to pinpoint roadblocks and pivot accordingly to unlock new opportunities.  The Process In order to identify issues in workflows, there needs to be a process put in place, and that process must involve mapping out the complete journey of that workflow from start to finish. Hidden within this flow of events is where you’ll find those gaps and imperfections. And chances are, the more detailed the workflow, the greater the number of frictions you will encounter. That being said, the more frictions you find, the greater the opportunities to innovate by solving those issues and streamlining those workflows. Upping the Ante The whole process of laying out a workflow and identifying problems is nothing new. In fact, it’s been employed by top organizations around the world for eons. The problem is, because this process has historically relied on human effort, it’s naturally prone to errors and oversights. Here’s where technology has become a real game-changer.  Not only does AI and automation dramatically speed up the process of monitoring workflows and identifying issues, thereby streamlining processes, but because it’s capable of providing users with improved access to knowledge, it’s empowering users to self-serve. The result is a powerful synergy between human and machine which is enabling enterprises to truly up the ante in virtually every area of operation. Automation = Innovation Thanks to rapid advances, not only are we able to use automation technology to explore and identify frictions, but artificial intelligence and machine learning can also present new and expanding solutions to those issues. This capability is becoming one of the most powerful tools for decision-makers, who no longer have to rely on fallible human suggestions, but can instead choose from recommendations derived from real, quantifiable data.   In fact, unlike human analysts, AI is capable of sifting through mountains upon mountains of raw data and then convert that data into invaluable insights and actions. With intelligent automation, we are able to gain a new understanding of what’s happening in both the physical as well as the digital arena, as well as the context in which these things are occurring. With these insights, we can then take action, whether it be by informing, alerting or closing the loop. If, in the past, we considered the question, “How can we solve problem A for person B,” intelligent automation changes the game by asking, “How can we automate this process and make it more intelligent?” As such, the solutions we’ll develop will ultimately take us beyond the human user to learn what’s standing in our way, predict and plan next steps and incorporate automated actions whenever and wherever it makes sense. By leveraging the power of intelligent automation, we are essentially shifting responsibilities from human to machine.  Putting Ideas into Action It’s easy to write about how AI and intelligent automation has become a game-changer in terms of innovation, but how can organizations actually put this into action? There are two critical questions to ask: •	Given your available data and existing assets, which behaviors, activities, processes or environments could be made more intelligent through automation? •	What, if any, gaps exist within those physical assets and data? Which devices, tools, applications and analytics capabilities could be added into the mix to capture data more effectively and further the goal of automating? When you incorporate intelligence and automation into your processes and operations, you’ll be able to expand your portfolio of ideas and identify newer and better opportunities as a result. And that’s where true innovation can be found.  Ready to get started? Download your free 30-day trial of Ayehu and put the power of AI and intelligent automation to work for you.

The key to innovation lies in the ability to quickly identify and resolve frictions. Easier said than done? Not necessarily – provided you have the right tools in your corner. That’s where the power of AI, machine learning and intelligent automation come into play. By leveraging these technologies, organizations will be better prepared to pinpoint roadblocks and pivot accordingly to unlock new opportunities.

The Process

In order to identify issues in workflows, there needs to be a process put in place, and that process must involve mapping out the complete journey of that workflow from start to finish. Hidden within this flow of events is where you’ll find those gaps and imperfections. And chances are, the more detailed the workflow, the greater the number of frictions you will encounter. That being said, the more frictions you find, the greater the opportunities to innovate by solving those issues and streamlining those workflows.

Upping the Ante

The whole process of laying out a workflow and identifying problems is nothing new. In fact, it’s been employed by top organizations around the world for eons. The problem is, because this process has historically relied on human effort, it’s naturally prone to errors and oversights. Here’s where technology has become a real game-changer.

Not only does AI and automation dramatically speed up the process of monitoring workflows and identifying issues, thereby streamlining processes, but because it’s capable of providing users with improved access to knowledge, it’s empowering users to self-serve. The result is a powerful synergy between human and machine which is enabling enterprises to truly up the ante in virtually every area of operation.

Automation = Innovation

Thanks to rapid advances, not only are we able to use automation technology to explore and identify frictions, but artificial intelligence and machine learning can also present new and expanding solutions to those issues. This capability is becoming one of the most powerful tools for decision-makers, who no longer have to rely on fallible human suggestions, but can instead choose from recommendations derived from real, quantifiable data.  

In fact, unlike human analysts, AI is capable of sifting through mountains upon mountains of raw data and then convert that data into invaluable insights and actions. With intelligent automation, we are able to gain a new understanding of what’s happening in both the physical as well as the digital arena, as well as the context in which these things are occurring. With these insights, we can then take action, whether it be by informing, alerting or closing the loop.

If, in the past, we considered the question, “How can we solve problem A for person B,” intelligent automation changes the game by asking, “How can we automate this process and make it more intelligent?” As such, the solutions we’ll develop will ultimately take us beyond the human user to learn what’s standing in our way, predict and plan next steps and incorporate automated actions whenever and wherever it makes sense. By leveraging the power of intelligent automation, we are essentially shifting responsibilities from human to machine.

Putting Ideas into Action

It’s easy to write about how AI and intelligent automation has become a game-changer in terms of innovation, but how can organizations actually put this into action? There are two critical questions to ask:

  • Given your available data and existing assets, which behaviors, activities, processes or environments could be made more intelligent through automation?
  • What, if any, gaps exist within those physical assets and data? Which devices, tools, applications and analytics capabilities could be added into the mix to capture data more effectively and further the goal of automating?

When you incorporate intelligence and automation into your processes and operations, you’ll be able to expand your portfolio of ideas and identify newer and better opportunities as a result. And that’s where true innovation can be found.

Ready to get started? Download your free 30-day trial of Ayehu and put the power of AI and intelligent automation to work for you.

4 Steps for Winning the Battle for AI Talent

A recent survey revealed that 42% of employers admit they are concerned that they won’t be able to access the talent they need to run their businesses. This worry is compounded for those in IT, a sector notorious for its ongoing staffing shortage. And with the rise of artificial intelligence technology, the demand for top-tier AI talent is far outweighing the supply. The good news is, with the right approach, even smaller organizations can compete for today’s most sought-after candidates.

Create a Purpose Statement

Employee engagement has dipped to a measly 34% in recent years. One way to boost morale is to provide employees with a sense of purpose. Simply put, today’s top AI talent doesn’t want to spend the majority of their time crunching numbers or working on projects that don’t challenge and empower them. They want meaningful work. You can address this desire by developing a compelling AI purpose statement. Ideally, your statement should highlight the unique and exciting opportunities that await candidates.

Focus on “Citizens”

We’re not talking about citizens of a particular locale, but rather the emerging role of citizen data scientists. Unlike data scientists, who focus on wrangling and cleansing data, Gartner defines these individuals as “power users” who are capable of performing both simple as well as moderately sophisticated analytical tasks that would have previously required more expertise. Forward-thinking organizations are already focusing their attention on citizen AI talent as a means to bridge the gap between AI specialists and the rest of the enterprise.

Tap into Universities

Thankfully there has been a recent shift in how much emphasis colleges and universities are placing on equipping students with applicable, employment-ready skills. This includes prepping those studying AI for entering the workplace. A great way to get ahead of the game in terms of recruiting this up-and-coming AI talent is to forge strong relationships with educational institutions, in particular, with academic departments that specialize in artificial intelligence and other related functions.

Reskill / Upskill Existing Staff

It’s been proven time and again that it’s far more cost-effective to retain existing staff than it is to recruit externally. Organizations may be sitting on a gold mine of available AI talent without even realizing it. For instance, the right training can help IT professionals comprehend and cultivate practical skills and gain the fundamental understanding they need to develop into marketable AI talent in the future.

According to a recent Ernst & Young poll, 56% of senior AI professionals said they believed the lack of qualified AI professionals was the single biggest barrier to AI implementation across business operations. You can win this war for AI talent by implementing the four strategies above and implementing the right tools. Experience the Next Generation of intelligent automation and orchestration with your free 30 day trial of Ayehu. Click here to claim yours.

The Secret to Surviving the Tech-Led Revolution

The Secret to Surviving the Tech-Led Revolution

Automation has been at the forefront of the digital revolution for decades, primarily because it maximizes efficiency, reduces costs and accelerates service levels. But the cloud, mobile and other innovative technologies – coupled with an ever-growing volume of raw data – have led to dramatically more complex IT environments.

According to ESG’s IT Spending Intentions Survey from 2018, 68% of those surveyed said their IT infrastructures are significantly more complex than they were just two years ago. Furthermore, 39% of respondents listed automated IT operations as a critical component of survival in today’s digital age.

In response to this increasing complexity, organizations are beginning to make the shift toward the next generation of automation – from basic to intelligent. This new level of automation involves technologies like machine learning and artificial intelligence to orchestrate workflows across a multitude of tools, systems and processes.

In fact, with the right platform, it is now possible to fully automate L2 and L3 tasks – functions which have traditionally required the use of human judgment. Now, those insights lie within the data itself and can be extracted, interpreted and leveraged autonomously by AI.

Embracing intelligent process automation is also enabling enterprises to lay the foundation for AIOps, a focus area that experts predict will boom over the next five years or so.

AI and ML: Augmenting IT Operations

AIOps is helping IT teams manage the increasing challenges created by data and digital disruption, leveraging intelligent process automation and orchestration to gain competitive advantage. Thanks to the powerful processing capabilities of artificial intelligence, IT can sort through mind-boggling amounts of data points to find the proverbial needle in a haystack.

The role of humans in this increasingly tech-driven environment is still present, though it too is evolving. Rather than relying on error-prone employees to handle the bulk of the processing work, human cognition and advanced skillsets are being used to define that proverbial needle.

In response to this, more organizations are focusing their efforts on reskilling and upskilling their existing staff to bring them up to speed on ML and AI technologies.

Making the Switch to Autonomous Operations

Autonomous operations (AO) utilizes advanced AI to deliver unassisted responses to IT incidents across the entire infrastructure. Thanks to the self-learning capabilities of ML algorithms, AO is able to continuously improve its ability to identify patterns and carry out the appropriate actions.

Again, human workers are still needed in an AO-driven environment, but in the role of supervisor as opposed to operator. Yet as the software continues to evolve and improve, and as errors consistently decrease over time, full autonomy and a zero-touch IT operations environment will one day become a very real possibility.

The Role of Data

The key to success with intelligent automation is accurate data, as this enables users to write more impactful rules. There is little to no value in static data. These days, it’s all about dynamic information which comes from things like descriptive metadata as well as relational and behavioral data.

In order to harness this dynamic data and gain adequate insights from it, organizations need to develop software-defined IT environments. Intelligent process automation is about the ability to not only proactively identify anomalies, but to also remediate those issues automatically without causing any business disruption.

The Right Way to Automate Intelligently

In today’s competitive landscape, automation is no longer an option but a necessity. That said, there’s a right way and a wrong way to leverage this game-changing technology. Start by weighing the time, effort, complexity and frequency of a given task and then benchmarking these factors against the cost of transitioning that task to intelligent process automation. From there, create a prioritized list. This will help you maximize ROI and harness the full potential of intelligent IT operations.

Not sure where to start? Why not give intelligent process automation a test drive free for 30 full days? Click here to launch your Ayehu trial today.

5 Ways Intelligent Automation is Shaping the Future of Work

5 Ways Intelligent Automation is Shaping the Future of Work

In terms of disruptive technology, intelligent automation has gained tremendous ground. In fact, according to Statista, more than half of today’s business leaders say they expect to implement automation in the coming years. And for good reason. While technologies like traditional workload automation, cloud computing and Software-as-a-Service (SaaS) reduce costs and provide the flexibility to perform routine tasks and workflows, artificial intelligence (AI) brings these benefits to a whole new level with the capability of performing tasks that normally require human intelligence.

Intelligent automation software enables businesses to perform much more diverse and complex activities without the need for human intervention. Furthermore, thanks to machine learning algorithms, this type of platform is capable of learning and improving entirely on its own based on data from past experience. Artificial intelligence can also provide valuable insight and decision support for management. But how does all of this translate into actual, tangible return on investment? Let’s take a look.

Drastically Saving Time and Money

When a good portion of business processes are shifted from human to machine, the operation runs far more efficiently. Work is performed faster and more accurately, which equates to greater productivity and higher service levels. Fewer man hours results in tremendous savings for the organization. (In one recent case study, one global enterprise slashed man hours by 1,500 in less than a year simply by adopting intelligent automation. That reduction resulted in an overall savings of nearly $500k.)

Distinct Edge Over the Competition

Staying a step ahead of the competition is the key to success – especially in today’s global marketplace. Every company is chasing digital transformation and hoping to claim their spot at the head of the pack in their respective industry. The use of intelligent automation can facilitate this transformation, not only be streamlining processes, but by empowering human workers.

When the mundane tasks and workflows no longer require human input, employees are able to apply their skills, time and effort toward more important business initiatives. The freedom to be creative breeds innovation which can provide the competitive advantage companies are striving for.

Agility and Scalability

The ebb and flow of business has long been a challenge for organizational leaders. Scaling up as needed based on sudden changes in market demand is not only difficult, but it’s also quite costly. Conversely, in situations when finances are lean, such as during economic recessions, the ability to maintain an expected level of production on a limited budget is incredibly problematic.

The deployment of intelligent automation resolves both of these issues by enabling businesses to scale up or down at a moment’s notice. Seasonal or other business influxes can be met seamlessly thanks to the ability of software robots to take on some of the workload. And when it comes time to tighten the belt, automation can help skeleton crews operate as if they were fully staffed. Every business leader understands the importance of agility like this.

Maximizing Uptime

Another way intelligent process automation can deliver tangible benefits to a company is through improved system operability. According to Gartner, the average cost of IT downtime is $5,600 per minute. Due to variations in how businesses operate, experts estimate that on the low end, downtime can cost as much as $140k per hour, while at the high end, can run upwards of $540k per hour.

Regardless of which end of the spectrum a business happens to fall on, system outages can be, without question, downright disastrous. Enter intelligent automation and suddenly there’s an army of robots monitoring the infrastructure 24 hours a day, 7 days a week, 365 days a year. Furthermore, artificial intelligence is capable of identifying threats that could take days, weeks or longer for humans to spot. When incidents can be pinpointed quickly and the platform itself is capable of addressing and remediating those issues, downtime can be dramatically reduced and, in many cases, prevented altogether.

Data-Driven Decision Support

Because intelligent automation is powered by AI and machine learning, it is inherently capable of analyzing massive amounts of data and extracting value. Furthermore, AI-powered automation can then turn that data into actionable insights that can be utilized by business leaders to make better decisions.

Incorporating advanced business automation technology into the mix enables the analysis of overall organizational performance. With these intelligent analytics, business leaders can more effectively identify and implement the right approaches to achieve improved performance over the long-term.

Could your organization benefit from any of the above? If so, adopting intelligent automation should be on your list of priorities for the coming year. Get a jump start by taking Ayehu for a test drive today.

How AI Can Reduce Service Desk Ticket Costs from $20 to $4 [Webinar Recap]

Author: Guy Nadivi

It’s the End of the IT Service Desk as We Know it (and We Feel Fine)

If you’ve been paying attention the last few years, you know Digital Transformation is a concept that’s sweeping through many organizations, and fundamentally changing how they operate and deliver value to customers.

There’s some very cool, but still somewhat emerging technologies underpinning this disruption, and you’re no doubt familiar with them. Things such as:

  • Data Science
  • Machine Learning
  • Artificial Intelligence

But in the last couple years, the emerging technology that seems to have garnered the most mindshare faster than any of them is chatbots. That’s right! Chatbots are the coolest kids on the digital transformation block, because they assimilate many of the benefits from data science, machine learning, and artificial intelligence into a form that can be used today, and deliver value to your organization and customers right now. As a result, chatbots have emerged as perhaps the most familiar digital transformation experience for end users.

BTW – There isn’t any consensus yet on a single definition of “Digital Transformation”. One thing just about everyone can agree upon though is that shifting more of the laborious, repetitive tasks that people shouldn’t be doing in the first place over to chatbots is a good idea. This becomes especially true when you look at some numbers.

A the 2017 HDI show, Jeff Rumburg, Co-Founder and Managing Partner of MetricNet, an IT research and  advisory practice, delivered a presentation on the results of his research into the costs of different service desk access and communication channels. He discovered some amazing disparities.

Jeff found that incidents requiring Vendor Support cost on average a whopping $599 per incident.

If you needed to get IT Support involved (that’s level 3 support), the average cost was $104 per incident.

Desktop Support (level 2) was cheaper, but still relatively expensive at $69 per incident.

Incidents going through the Service Desk, your level 1 support tier, cost $20 per incident. Since level 1 tickets comprise by far the highest volume at most service desks, that’s a logical place to start applying chatbots.

If you can push out incident resolution for level 1 tickets to your end users, enabling them to initiate and remediate their own incidents with chatbots, the cost of support drops down to a very economical $4 per incident. Yeah, wow!

At this point, some more skeptical people in IT might be asking – are chatbots a passing fad or are they here to stay? Let’s look at the objective data on that, and see what direction the numbers point to.

Earlier this year, Salesforce.com released a major report entitled the “State of Service”. Nearly a quarter of their respondents (23%) said they currently use AI chatbots and nearly another third (31%) said they plan to use them within 18 months.

That represents a projected growth rate of 136% in the use of AI chatbots over the next year and a half. By any definition, that’s a viral trajectory.

Spiceworks published a report not long called “AI Chatbots and Intelligent Assistants in the Workplace”.

One question their survey asked was about utilization of intelligent assistants and chatbots by department. Guess which department uses chatbots more than any other? That’s right – IT.

Another question in that Spiceworks survey specifically asked IT professionals if they agree or strongly agree with a number of different statements. The statement IT professionals overwhelmingly agreed with more than any other was that AI will automate mundane tasks and enable more time to focus on strategic IT initiatives.

Those IT professionals Spiceworks surveyed were right. One of the biggest benefits of chatbots is that they automate many of the robotic, laborious tasks that humans shouldn’t be doing anyway. That frees up those IT professionals to work on more strategic and far more valuable IT initiatives. Which in turn makes those professionals more valuable to their organizations.

Why is offloading that tedious work from IT staff so important? Because Gartner has shown that the biggest budget item for IT Service Desks is personnel. Between 2012 and 2016, the average percentage of a service desk’s budget allocated to labor ranged from 84% – 88%. With digital transformations driving up the demand for IT support, there’s simply no way an organization can hire their way out of this situation, even if they wanted to.

The reality is that quality service desk personnel simply cost too much, and no matter how good those personnel are, they can only keep up with so much volume. At some point the laws of physics reassert themselves, reminding everyone that people simply don’t scale very well. Chatbots though, have infinite scalability.

That limited human capacity to scale, combined with the increased volume of requests for service desk support, is degrading end user experiences.

A 2016 Harvard Business Review Webinar titled “How to Fix Customer Service” revealed that:

  • 81% of consumers say it takes too long to reach a support agent.
  • 43% of customers try to self-serve before calling a contact center.

What that tells you is that waiting for human support has gotten so insufferable, end users are increasingly willing to remediate their own issues. All they need is for IT to enable a channel for them to do that.

What kinds of requests are keeping IT service desks so busy?

Well if you’ve attended any of our previous webinars you might’ve heard us cite a well-quoted statistic from Gartner that as much as 40% of an IT service desk’s call volume is nothing but password resets. 40%!

Another big drain on your service desk? Requests for ticket status updates. Those can comprise as much as 10% of a service desk’s call volume, and we’re citing ourselves (Ayehu) as the source on that.

How do we know? Well, Ayehu knows because our clients tell us which workflows have the biggest impact on reducing call volume to their service desks.

Therefore, if you can use a chatbot to automate just these two processes – password resets and ticket status updates – you could cut call volume to your service desk in half! That’s huge, and it will go a long way towards reducing your service desk ticket costs dramatically.

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Ayehu’s New Advanced Features in NG v1.5 [Webinar Recap]

Author: Guy Nadivi

In response to growing user requests to add more flexibility to the Ayehu NG automation platform, Ayehu has released NG v1.5. This release will significantly expand the scope of what you can automate in your environment, all from a single pane of glass, and we think that makes it a real game changer in the IT orchestration and automation market.

If you’re an existing user of Ayehu NG, or even if you’re just thinking about trying us on for size, you probably know that one of the core strengths of our solution is how easy and quickly you can plug Ayehu into various ITSM platforms, cyber security tools, operating systems, messaging and notification tools, and increasingly chatbots and AI services. Almost all of these integrations can be activated seamlessly without writing a single line of code.

And the purpose of providing you with all these pre-built integrations and connectors that make up our ever-expanding ecosystem, is to simplify your ability to orchestrate automation across any platform in your environment. All from a single pane of glass!

So, here’s what’s really exciting about this new version of NG. We’ve added a “Do It Yourself” capability to allow you to build your own platform-specific activities without the need for Ayehu to do it for you.

From the feedback we’ve received, that’s really going to appeal to those of you who aren’t afraid to roll up your sleeves, do a little coding, and craft your own specific intelligent IT automation activities.

In fact, when you see how easy we’ve made it to build your own activities, we think some of you non-coders might even be tempted to take a crack at it yourself and perhaps fulfill some aspirations on your personal automation wish list.

Without further ado then, let’s dive into what’s new in our latest release of NG, v1.5:

  • Activity Designer – This is the big one. It’s a new feature designed to give users the option to build their own activities, which marks the first time they’re not relying on us to build an activity. You already know we provide an Out-Of-The-Box library of more than 500 no-code, pre-built activities. With the Activity Designer though, customers can now independently develop or modify existing activities in Python, C# or .Net to extract further value through customization that meets specific needs.
  • GitHub Community Repository – Ayehu now has a new community on GitHub that contains more than 100 of Ayehu’s workflow templates, as well as source code for built-in activities. Customers can use this in conjunction with the Activity Designer to create custom activities based on existing pre-built workflows. The GitHub Community Repository also provides free access to other peer-developed workflow templates and activities which have already been created and contributed to the community. 
  • Ayehu Academy Advanced Courses – We now have two new Ayehu Automation Academy courses – Activity Designer Essentials and Advanced Activity Designer. Together, these courses help train and certify developers in creating new activities using the Activity Designer. The Academy has already certified nearly 1,000 IT automation engineers since its inception earlier this year.

Let’s talk a bit more about the Activity Designer.

Typically, when building a workflow you simply drag and drop activities onto a canvas, and position them in the order you want them to execute. There’s no coding, scripting, or programming of any kind required. All you have to do is configure any particular activity by entering some parameters into a popup window, as shown in the image below:

With the new Activity Designer, you can build your own activities from scratch, in Python, C#, or .NET. We believe this will typically be for a system we haven’t integrated yet, perhaps some home-grown in-house application. But it can also be used to create new custom activities for an existing integration, like ServiceNow or SolarWinds. This is a big deal because now organizations will be able to take previously unintegrated systems and incorporate them into enterprise-wide orchestration and automation via Ayehu’s single pane of glass. The Activity Designer interface is shown in the image below:

Ayehu’s GitHub Community Repository marks an expansion of our presence on GitHub’s open-source community, and can be seen at this link: – https://github.com/Ayehu

At the repository, you’ll find:

  • 100+ Ayehu workflow templates
  • Source code for built-in activities

There are many benefits to our users from this new repository, including:

  • Shorter time to value through reuse of existing, pre-built workflows
  • Shorter time to value thru customization of open source activities
  • Free access to peer-developed workflow templates and activities

Here’s an example. If we want to see what kinds of workflow templates are already available for Cisco devices, we can just click on the Cisco category, and drill down to all the workflow templates you can access that are Cisco-specific, as seen in the image below:

These new features are also accompanied by new advanced courses created for the Ayehu Academy, which can be found on our website ayehu.com under the Customers menu.

The two new Ayehu Automation Academy courses are:

  • Activity Designer Essentials
  • Advanced Activity Designer

Together, these courses help train and certify developers in creating new activities using the Activity Designer. 

Ayehu recommends getting certified because your new knowledge will enhance 2 areas of interest:

  • Your organization’s automation capabilities
  • Your own personal professional standing.

Furthermore, as this market continues to grow, we anticipate new income opportunities will be created for Certified Activity Designers. The Academy has already certified about 1,000 IT automation engineers despite only opening earlier this year. That’s a reflection of the growing interest in automation, and if you’re one of those IT automation engineers, you’ve positioned yourself very nicely for the growth curve ahead.

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Harnessing the Cognitive Capabilities of Intelligent Automation

In order for business leaders (and ultimately their teams) to meet the growing demands of maximum operational efficiency, organizations across the globe and in just about every industry have been turning to automation for decades. We have reached a time, however, in which basic automation is no longer sufficient. In response to this, enterprises are taking things a step further by utilizing the power of AI and cognitive technology through intelligent automation to address the increasingly complex challenges they’re facing.

The Next Generation of Automation

In its simplest form, machine learning is a technology through which machines (software robots, if you will) are capable of learning from data and applying what they’ve learned to either provide insight to key decision-makers or resolve problems independently. Rather than being programmed to follow a specified series of steps, intelligent bots can now complete tasks without the need for human intervention. The results have been impressive, particularly in terms of efficiency gains.

Logically speaking, automated tasks that are carried out by basic automation are fastest when they are repetitive. With non-intelligent automation bots, workflows that follow a set of predefined rules are most effective at producing effective results immediately. For instance, employees who waste hours a day manually copying and pasting data would realize instant value by moving that task to basic automation.

There are instances, however, when data is incomplete, requires multiple sources or needs to be enhanced in order to carry out a particular task. For example, resolving a single issue for a customer may require accessing half a dozen different systems and data sources. To bridge this gap, organizations need intelligent tools. AI-powered automation ties together siloed systems and provides independent resolution while reducing errors and ensuring compliance.

The key to this? Cognition. Leveraging automation tools that feature advanced cognitive abilities that are similar to humans, organizations can create a more unified infrastructure, improve business-related outcomes and dramatically accelerate and enhance customer service. In addition to basic automated tasks and workflows, companies can deploy virtual support agents to further automate processes, including those that require context and conversation.

What Should Be Automated?

To determine what to automate, decision-makers should begin by evaluating whether or not the tasks, workflows and processes could be improved or possibly even eliminated prior to introducing automation into the mix. Some things will be obvious – the mundane, repetitive and low-value busywork, such as data management or reporting. These things can (and should) be easily transitioned from human worker to automation robot.

Looking past these rote tasks, however, some work is currently considered to be more suited for humans. For instance, activities that require understanding of text, complex decision-making or matching of patterns. Additionally, tasks that rely on emotional intelligence and/or require interaction and collaboration with other human workers have previously been considered too difficult, if not impossible, to automate. That’s where intelligent cognitive automation technology has become a game-changer.

This type of advanced automation incorporates machine learning to facilitate decision-making, natural language processing for understanding and contextualizing written and verbal communications, and state-of-the-art predictive analytics and pattern matching to handle process exceptions.

Collaborative Process Optimization

Of course, even with all of these technological breakthroughs, humans are still required to choose, apply and manage automation – at least for the time being. One area where artificial intelligence and humans are already working in tandem is in the way of decision-making support. For instance, next generation tools like Ayehu combine cutting-edge automation and cognitive technologies to determine how processes are configured and/or currently operating. From there, automatic suggestions can be made to further improve workflows and optimize processes.

While many still worry about intelligent bots taking over human jobs, particularly due to the rapid evolution and development of artificial intelligence, a more accurate reality will be humans and intelligent bots working side by side to add value and collaboratively achieve optimal business outcomes.

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Helping the IT Help Desk – What you Need to Know about Virtual Support Agents

What you Need to Know about Virtual Support Agents

This post was originally published as a guest article on InsideBIGDATA.

IT help desks everywhere are handling a growing number of requests from multiple channels every day. And the more time the service desk spends putting out fires by phone, through email, or in person, the less time they have to focus on resolving the bigger issues and applying their cognitive skills to more meaningful projects.

Are chatbots or virtual support agents the answer? The success of virtual support depends on several key factors. Here’s how to identify those factors and evaluate whether or not VSAs are right for your organization.

Chatbot vs. VSA

The first important piece of the puzzle is understanding the difference between chatbot and virtual support agent technology. While the concept is similar, there is a distinct and critical difference, particularly as it relates to use in the help desk arena. This difference can be summed up in one word: context.

If you’ve ever visited a website and used the “live chat” feature to ask a question, chances are the party you interacted with was a chatbot. And chances are even greater that the responses you received were basic and scripted based on a set of common inquiries. Simply put, chatbots are one-dimensional. They cannot engage beyond the basic communication that they’ve been programmed for.

Virtual support agents, on the other hand, when set up properly, have far greater functionality and flexibility than chatbots. Thanks to underlying technologies like artificial intelligence, machine learning and natural language processing, VSAs are capable of understanding the meaning and intent behind human communication, even if it’s vague or ambiguous.

In other words, VSAs can understand context. As such, they are able to hold realistic conversations, generate authentic dialogue and provide intelligent responses based not only on the data they’ve received (like chatbots), but also on the context of that data.

VSAs and the Help Desk

As mentioned, help desk agents field a mind-boggling volume of incoming requests, the majority of which are routine and repetitive in nature, but important nonetheless. For instance, password resets are a necessary evil in the IT support realm as they are required in order to keep others in the organization productive.

Yet, the process of manually resetting user passwords is not only a tremendous waste of human resources, but it’s also a massive waste of money. In fact, Forrester Research estimates that the average cost of a single password reset is $70. Multiply that cost by the number of times your support team executes this task and it really adds up.

That’s where virtual support technology comes in. VSAs enable the help desk to automate almost all routine, repetitive and manual tasks. Beyond this, however, is where the true value of virtual support becomes evident. In addition to automating the basics, the technology behind VSAs enables them to work alongside human agents, providing the same level of support and assistance.

How it works is remarkably simple. The virtual agent pulls data from various knowledge management resources to respond intelligently to incoming requests. Virtual agents are also capable of taking action on behalf of the end-user without the need for human intervention. This means fewer escalations and a more manageable workload so human support agents can focus their skills on more meaningful business initiatives.

The Key to Success

Of course, as with any technology, virtual support agents do require work in order to set them up properly. For instance, AI and NLP technologies are essential components to VSA functionality. The most fundamental key to success, however, is the establishment and maintenance of a comprehensive, dynamic knowledge-base. After all, this is the resource from which the VSA will draw its responses. Without in-depth and accurate data, virtual agents will not be capable of operating to their fullest potential.

Gartner predicts that by 2023, 40% of I&O teams will be using AI-augmented automation, resulting in higher productivity with greater agility and scalability. Given the current benefits, coupled with the promise of improving technology, it’s not a stretch to see that VSAs will continue to play an increasing role in making the help desk experience better for everyone.

Click here to view the original post on InsideBIGDATA.

4 Tech Trends to Watch for in 2020

4 Tech Trends to Watch for in 2020Technology has been evolving since the dawn of time. As we prepare to enter another new decade, we can expect to see even more accelerated change on the tech front. With so much happening so remarkably quickly, it can be difficult to know which trends to track. To narrow things down, we’ve rounded up the top four adaptations that we believe will bring the greatest innovation and growth in 2020 and beyond. Take a look below.

Intelligent Automation

Not surprisingly, intelligent automation topped our list of technologies that will drive progress and success over the next several years. Thanks to the growing proliferation of cloud computing, big data and increasingly “smart” robotics, the future is a place where automation will no longer be an option, but rather a necessity. Leveraging these highly advanced technologies will enable organizations in every industry to streamline operations, maximize efficiency and uptime, dramatically lower costs and remain competitive.

Intuitive AI

While artificial intelligence plays a role in the big-picture automation trend, its capabilities and ongoing advancements warrant a separate mention on this list. The computers of tomorrow will be able to learn and evolve much the same way we do, which means that in addition to increased computing power, AI will be able to carry out tasks that were once reserved for humans and at a lightning speed. Underlying technologies, like machine learning, facial recognition and natural language processing will enable AI to continue to learn and grow smarter without the need for human intervention.

Voice Command

We’ve already begun seeing rapid and advancing developments in voice technology, thanks to the increasing adoption of voice assistants, like Siri and Alexa. Over the coming months and years, expect to see voice technology continue to develop and improve, particularly in the way of its ability to interpret and understand the context of the spoken word. This is where NLP will really begin to have a significant impact on our day to day lives.

Analytics

Enterprises across the globe are already leveraging analytics as a key driver of growth and innovation. Not only can analytics confirm whether you are successful in your industry, but they can help predict which direction the market will likely head in over the coming months and years. Data processing, facilitated by AI and machine learning, will continue to be used to turn massive amounts of information into actionable insights, as well as identifying issues and recommending next steps.

Without question, we are entering an exciting era in technological advancement. The most exciting part is that you don’t have to wait until next year to experience the power of these amazing tech trends. Download your free 30 day trial of Ayehu today and put the power of intelligent automation, powered by AI and machine learning, to work for you! Click here to get started.