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Ed Fox, CTO of MetTel, explains how implementing MetTel Intelligent Automation with SD-WAN has improved customer experience. With MetTel Intelligent Automation, the time it takes humans to make decisions is replaced by an AI using “Next Best Action” process to automatically identify incidents, triage and restore in nearly no time at all.
At Mettel, the approach is to expedite the identification and rectification of errors. Instead of waiting for humans to make mistakes, the idea is to make those mistakes more rapidly and reintroduce them into the process, thereby entering the realm of automation. Decisions can be made much quicker, reducing the time required for human intervention. The goal is to detect and rectify issues in real-time and, in many cases, completely autonomously. Around 50-52% of the time, the system predicts the correct next best action, particularly within a one-minute timeframe. The process involves triage, which automates tasks traditionally performed by humans and increases the confidence level in AI engines. This newfound confidence allows for more direct ticket routing to higher-level support tiers, thereby reducing unnecessary ticket processing. This approach represents hyper automation in action.