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Lori Thomas, MetTel’s SVP, Strategic Engagement & Transformation, and Ed Fox, MetTel’s CTO, provide their perspectives on AI and hyper-automation. The combination of AI and process automation has the potential to complement IT expertise, exceeding human capabilities alone.
Automation is taking off and becoming much more significant in digital transformation. Gartner predicts that over 70 percent of the routine work done by managers will be fully automated by 2024. At Mettel, we use a combination of artificial intelligence and robotic process automation to create something called hyper-automation.
Hyper-automation allows us to have machine learning sitting right next to our NOC technicians, helping to resolve troubles much quicker and suggesting what they should do next or taking action for them when necessary. Automation or everything-as-a-service is becoming the solution for harried IT staff and managers who can’t get the right resources at the right time. They’re now looking to fully manage services to avoid the dreaded IT skills gap.
AI will complement human expertise, not replace it, in the IT communications industry. AI allows us to enforce what we’ve learned as humans and learn it much more quickly. It enables us to look at things happening in the network today and address them much faster. While technology is fantastic for innovation, it’s essential not to lose the human touch when dealing with your customers.