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Starting now, through the virtual assistant of the “UMA” operation and the “Agatha” observability and prediction system, it is possible to receive quick answers about the health and service level of a client simply by using our everyday language.
Edge UOL has announced that it has started production of an integration with ChatGPT to improve the automated management of information technology (IT).
The solution integrates with the artificial intelligence ecosystem developed by Edge UOL, with its virtual assistant of the “UMA” operation and with its analysis and prediction system “Agatha” through the use of data from tools such as CRM (Customer Relationship Management), ITSM (Information Technology Service Management), and DW (Data Warehouse) that collects information from other sources.
To ensure maximum data security and IT management, Edge UOL has chosen to use OpenAI’s artificial intelligence solutions available on the Azure platform. This choice is based on the robust infrastructure and on the advanced data protection measures provided by Azure, allowing Edge UOL to guarantee the confidentiality and integrity of client information.
The new artificial intelligence functionality makes it possible to obtain quick answers about the health and service level of a client in a simple, scalable, and flexible way, providing greater visibility and speed in resolving deviations, since agents can quickly identify the areas and assets that need attention and resolve problems in the operation in a more efficient way.
“With ChatGPT, analyzing operational data and responses has become 80% faster,” says Rodrigo Lobo, COO of Edge UOL. Another benefit was the reduction in development time to handle questions from users, as the virtual assistant is able to “translate” user phrases in query strings without having to resort to the development team. “This directly reflects in greater operational efficiency, with more precise decision-making and better customer service,” adds Lobo.
Through simple questions, it is possible to consult incidents, problems, and the latest changes in the environment, SLAs, and information related to customer management. “We’ve had a virtual operations assistant for many years and it’s constantly being improved. The integration has made it easier to consult information about the production environments and take automatic actions through determinations made via UMA with ChatGPT, such as a declaration of crisis with automatic and immediate action,” explains Lobo. According to Lobo, the improvement is noticeable in humanized interactions, since there is no need for a specific syntax to understand the issue.
Nevertheless, the company carefully curates the data, implementing practices to guarantee the quality and security of the information. All information sent to external APIs goes through a number of checks using strict rules to ensure that no sensitive data is shared.
ChatGPT enters Edge UOL’s context as a tool to improve and streamline communication, delivering a new level of customer service, making it faster, more efficient, and more personalized. Thanks to Edge UOL’s knowledge of autonomous IT operation, companies can benefit from the solutions developed to improve IT management. “Edge UOL has been focusing on IT automation since it was created, and the inclusion of the AI module in our Agatha ecosystem has helped us gain much more efficiency in the development of automations and integrations,” says Lobo.
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