Simple task software-based automation paves the way for more meaningful work among IT operations professionals in financial services companies.
Until 2018, the IT operations team at Freedom Financial Network, a 17-year-old financial services company, focused on reducing consumer debt, primarily focused on help desk service tasks for the 2,200 employees of the company call center. Was. The company has also made progress in migrating to the cloud and adopting Agile and DevOps practices, but wants to take a more automated approach to daily IT tasks and rethink how employees are assigned.
The quick look at ServiceNow's AI help desk features and Moogsoft's AIOps software, but heard criticism from another CIO about a stealthy startup called Moveworks. The company, officially launched in April 2019, was founded by a former Google employee who specializes in natural language processing at the web giant.
SaaS-based Helpworks AI software integrates with Slack, Microsoft Teams and other ChatOps services along with email. Interact with Freedom Financial call center employees through chatbots and email conversations, and process help desk requests through an AI-powered probabilistic decision-making engine.
"There are many help desk automation tools on the market that do things like reset passwords. "But usually they still need backend people."
Freedom Financial has automated 15% to 20% of its help desk tasks since implementing Moveworks in 2018, and is aiming for 25% to 30% automation by the end of 2019. At the same time, reorganize the IT operations team and retrain them.
AI Help Desk Is Just The First Step In Complex SRE Migration
Freedom Financial IT professionals are already working on SRE jobs. A small team of three former software engineers and an operations-focused systems engineer are using Docker containers with tools like Chef and Ansible to build an automated application deployment platform on the Google Cloud Platform. These SREs supported application development for the company's customer-facing applications, adding SMS and chat support for call center employees, and SMS-based payment support for consumers.
Freedom Financial will train 14 additional IT service desk employees over the next six months. Some support SRE, others support corporate apps like Salesforce, and the rest support app developers. We will also use Moveworks data analysis to identify the most common reasons for help desk requests so that the SRE can address the cause in the long term.
However, while AI help desk software frees up IT employees who would otherwise spend all their time extinguishing fires, they cannot help Freedom Financial's most difficult task, retraining employees.
"I wish I had a better mechanism for training. Freedom Financial has a three-week training program where you can deploy two engineers and integrate them into your product team to learn about their work. Unlike large companies with thousands of engineers, Freedom cannot justify a formal year-round training program.It is difficult to find someone who really understands what that means.I can't afford to have an IBM-style three-year internship rotation."
Meanwhile, Freedom Financial also plans to deploy Moveworks software in a call center environment that call center employees will use to serve their customers. Tonnsen ultimately wants to use artificial intelligence software to automate back-end business functions, such as facilities and human resources services.
"We want to evolve Moveworks to support more communication channels, such as reporting and payment systems.
In the broader market, IT professionals have many choices of AI help desk tools, and their numbers continue to grow. In addition to native ServiceNow help desk automation and AIOps products like Moogsoft, BigPanda, and ManageEngine, providers like Spoke, IPsoft, Zendesk, and Freshdesk also offer Moveworks alternatives.
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