The Advantages of Anomaly Detection with Amelia AIOps

2 minute read

Amelia AIOps (formerly 1Desk) provides fine-grain insights into historical performance, but it can also detect system anomalies as they take place in real time. When an anomaly is identified, AIOps will notify staff or attempt to remediate the issue following the relevant Standard Operating Procedure.

AIOps, IPsoft’s autonomic IT and shared services platform, allows enterprises to boost productivity while subsequently reducing overhead costs. Not only does AIOps automate workflows across business areas, but it also provides human colleagues with unprecedented real-time insights into these processes.

We’ve previously explored how AIOps leverages analytics in regards to historical performance. However, some of AIOps' most impactful data-driven features relate to how its systems are performing in real time. Notably, AIOps can detect anomalies as they happen, which allows organizations to rapidly diagnose and remediate problems, thus minimizing their impact.

AIOps Is Always Watching

AIOps can constantly monitor an organization’s digital assets 24/7. This ubiquitous oversight allows the platform to identify and potentially resolve anomalies before the user experience (UX) is affected. When an anomaly is identified, AIOps alerts relevant team members to address the issue with all the relevant information, or it tasks virtual engineers to independently address issues following a Standard Operating Procedure (SOP).

For example, IPvoice, AIOps' embedded universal communication (UC) monitoring system, provides system-wide synthetic monitoring to ensure that all communication channels are operating correctly. IPvoice enables companies to find and identify UC problems (e.g. call center outages) before users encounter them -- which is preferable to rushing to fix them after disruptions occur. When a UC problem is detected, IPvoice tasks virtual engineers to respond, diagnose, and remediate the issue based on the relevant SOP. This self-healing property is particularly useful when it comes to resolving disruptions stemming from unpredictable mass events, e.g. storms, blackouts, floods, etc., which may also impact a human staff’s ability to assist.

If the virtual engineers are unable to remediate an issue, the problem is escalated to human employees. After facilitating a seamless handoff along with collected information and list of attempted fixes, AIOps observes the steps that human colleagues take to resolve the problem. AIOps uses these observations to provide suggested automations, which engineers or subject matter experts (SMEs) can add to the system’s library of automations.

AIOps Is Always Learning

UC management is, of course, only one discrete area where AIOps can make an impact. As a central digital hub, the platform can detect anomalies throughout an enterprise’s digital infrastructure (e.g. when a user-facing web interface is down or slower than usual).

As a company’s AIOps implementation gains more automations, it becomes more adept at addressing anomalies. Each new automation enables AIOps to address problems at machine speed, providing users with uninterrupted services and freeing human colleagues to apply their experience and expertise on complex or unique IT needs.


The Intelligent Contact Center

Companies have spent decades implementing Interactive Voice Response (IVR) systems in their call and customer care centers, but they've proven unable to keep up with customers' expectations.

In this white paper, we examine the benefits of an Intelligent Contact Center, where companies utilize Conversational AI-powered virtual agents to provide first-line resolution and support for customers, and augment human employees through AI and automation.

Download our paper to learn the benefits of this approach and why current IVR systems simply will not cut it in today’s hyper-paced digital landscape.

Learn More