Arago, a pioneer in artificial intelligence (AI) and leader in intelligent automation, recently entered the world of specialized solutions by creating Arago da Vinci as a subsidiary company focusing exclusively on SAP automation. Arago has already been taking AI beyond the scope of model-based prediction and pattern matching, into the world of autonomous business process operation. Founded by renowned computer scientist Chris Boos, Arago has been powering decision-making for industry-leading companies, freeing up workers’ time for more important tasks.
Have you ever called a help desk and asked them to solve your issue? Have you ever raised a service request via email or a ticket system? This is what is generally known as IT Service Management. IT Service Management (ITSM) is a type of service operation used across a wide variety of companies. With predefined, reusable scenarios that autonomously operate SAP environments on the Arago HIRO platform, Arago customers can “outsource” 1st- and 2nd-level support, as well as business process management tasks, to the machine, freeing up experts from routine support and operations tasks while retaining their knowledge in a human-readable format.
The Importance of AI in Enterprise
Enterprises have begun to sit up and realize that data is one of their most valuable assets – this is where artificial intelligence comes in. The real value of AI in the Enterprise lies in the power to help us understand information and make decisions faster. Believe it or not, most incidents or requests that hit a support team are standard matters. A popular one is users forgetting their account credentials (“lost password”).
After a user raises such a ticket with the support team, they often need to manually reset the password and restore the user’s ability to access the system or service. Until that is done, the affected user is often unable to do work. Allowing the automated system to handle such tasks gives experts room to work on more challenging affairs. Basically, this means putting their time to better use. This keeps staff happier and more motivated than grinding in standard work, resulting in a higher ROI for the company.
HIRO’s History
HIRO can use semantic reasoning to learn, from cases processed by human operators, how to handle similar or equivalent actions in the future on its own. From a higher perspective, you could call this the evolution of machine learning into machine reasoning. Machine reasoning can dynamically respond to ever-changing context and input data.
This type of deployment goes beyond chatbots. Another use case currently deployed involves poultry farming, where HIRO is collecting data and making real-time decisions based on farm sensor data.
It’s also worth noting that HIRO can not only respond to tickets raised by humans but also work proactively by leveraging automated system health checks. To give you a better understanding, let me share a real-life example that explains the theory behind this.
If you’re working within a single country only, it’s likely that a business application outage would go unnoticed if it occurs at night, but would impact most users across the organization. If an automated health check raises a monitoring ticket to Arago HIRO on its own, the AI agent could then check all hosts, databases, and systems and resolve the identified issues. The application could already be recovered by the time people start working in the morning.
Not a single conference call about a critical incident before you even had your first coffee in the morning. Sounds intriguing, right? But of course, HIRO would also assign it to the right experts with a complete triage documented, if a solution could not be implemented on its own. But such occurrences might be rare, and the likelihood of them would shrink over time due to machine learning effects.
If you want to find out more about Arago HIRO and how it works with SAP Operations, you can find more facts on features and API options on their website. I also found a nice video to give you a better sense of how they use their own solution. You’ll find it right below. You can also find the Arago da Vinci CEO, Alfred Ermer, on LinkedIn.
Photo credit: The feature image has been taken by Gregor Fischer for re:publica.
Editorial notice: A few parts of the quotes have been edited for length. This article has been made possible by site supporters.
