The Uberization of IT

3 minute read

A new wave of smart IT management technology is going to automate computing and free workers to be more creative and productive, according to Amelia's CEO.

Imagine if there was a regular power outage and your lights went off. But instead of the utility working behind the scenes to quickly restore power, they made you contact them, write up an explanation of the problem and wait for a few days while they looked into the situation. This is essentially how we are running technology systems in modern-day companies.

We supposedly live in an on-demand world where computing power and services can be turned on and off like a light switch and be run without worry or interruption much like a power utility. But the truth sadly does not match reality.

When the printers are not working at your company or you want a new iPhone for work, we usually force employees to visit a website and submit a ticket on some clunky software. The ticket goes into the ether, the “help desk” eventually responds, and you have to answer and pray they can fix the problem quickly so you can get some work done.

Does this make any sense? Not really. Shouldn’t you be able to tell your IT system, “Hi, I’m Will, I’m having a bad day, I would like a new iPhone and please fix my broken printer?"

Thanks to a new wave of automation and artificial intelligence technology, that better future is within our grasp. We at IPsoft see the next generation of IT management revolutionizing the technology market in the same way Uber has disrupted the cab industry. We call it the “Uberization of IT” and the transformation is already underway.

Uber remade the cab business by combining several existing technologies—GPS, rating systems and instant payment—into one innovative service that automated the matching of supply and demand for transportation, magically delivering a car to your curb with the press of a button. Similarly, IPsoft is developing its own technology that dramatically improves IT service by automating repair jobs and tasks without human intervention, making life easier for both tech workers and users of business technology.

In this new world, IT managers will be more like conductors, training virtual engineers and orchestrating efforts between humans and machines so they work together seamlessly. As a result, many tech workers will no longer have to devote time to managing rote or routine tasks. These brilliant minds will be unshackled from the ordinary to fix more complex problems and develop creative solutions that truly enhance the performance of a business.

The need for smarter IT management is greater than ever. Computer technology has gotten increasingly complicated over the last 20 years. Now, the emerging Internet of Things is fundamentally changing how our world works again. The digital and physical worlds are merging, with intricate networks of sensors coursing with data. With so much data and so many connected devices, we are rapidly approaching the limits of what humans can process.

IPsoft has proven autonomic and cognitive technology that makes it possible for companies to grow at scale without sacrificing quality, cost or agility. Today, our automation technology uses virtual engineers to process 56% of all events without human intervention, and up to 90% of lower, level one events. Our clients¬, which number 2 in 10 Fortune 1000 companies’ IT operations, typically see greater than 30% gains in efficiency within 90 days. And incidents are resolved with a 60% average reduction in mean time to resolution.

Now, with our Apollo system, we are layering cognitive technology on top of the autonomic backbone, so workers will no longer have to be pulled down into the muck of technology to solve many problems. In our engineering labs and newly opened Autonomics Center we will teach our cognitive agents a variety of business processes so they can communicate with the business user in real human language as if they were speaking to a person. Our technology, like humans, can learn and become more intelligent by observing speech patterns and seeing how the best human engineers solve problems.

This new workplace where human and digital employees work together in harmony recognizes the complexity of our connected world and the finite resources available to manage it. Tech workers will be newly empowered to conduct a more perfect machine that frees them to dream up the next big thing.

Employees will no longer be left hanging, dependent on others to solve a problem that could be fixed in a matter of minutes. This new technology and workplace will be the true realization of the Uberization of IT.



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