Operations | Monitoring | ITSM | DevOps | Cloud

AI

The Unsolved Challenges of LLMs in Open-Ended Web Tasks: A Case Study on the Future of Work

Welcome to the AI research bites. This series of short and informative talks showcases cutting-edge research work from ServiceNow AI Research team. The AI Research Bites are open to all, especially those interested in keeping up with the fast-paced AI research community.

How Proper Infrastructure Design Impacts Network Reliability

In the digital age, network reliability is paramount for businesses of all sizes. A robust and dependable network infrastructure ensures seamless operations, uninterrupted communication, and efficient data transfer. However, achieving this level of reliability hinges on a well-designed infrastructure that accounts for factors like redundancy, security, and performance optimization. Proper infrastructure design plays a critical role in reducing downtime, mitigating disruptions, and ultimately improving an organization's bottom line.

To fix customer service in Australia, put AI to work for employees

Australian business leaders can’t seem to crack the customer experience (CX) code. According to the ServiceNow Customer Experience Intelligence Report, customer service has gotten increasingly worse over the past three years. Australians are waiting longer than ever—spending a combined 107 million hours on hold, 11% more than the previous year.

Kubernetes - From chaos to insights with AI-driven correlation of Logs and Metrics

Written by John Stimmel, Principal Cloud Specialist Account Executive, LogicMonitor It’s common knowledge that Kubernetes (commonly referred to as “K8”s) container management and orchestration provide business value by enabling cloud-native agility and superior customer experiences. By their nature, the speed and agility of Kubernetes platforms come with complexity.

AI-driven contextual mastery for incident response

Context is fundamental to well-run tech operations, which require an understanding of systems, services, architectures, and teams to interpret the real-time data streaming in from observability and change systems. The delivery of context is crucial for effective operations performance. And it’s a universally important skill set for tech Ops teams to master.

AI + PSTN = Changing the UC Landscape

While last month’s Enterprise Connect 2024 (EC24) show seemed a bit light in terms of headline news, it did offer one high impact storyline around the integration of AI services with the PSTN. EC24 showcased the addition of AI services, including transcription and meeting minutes, to PSTN call using popular UC services (Teams, Zoom, Webex, Ring Central). While these have been in place for conference calls for almost a year, AI for one-to-one calls via the PSTN is new in 2024.