Protecting Service Delivery through AI
Located across three cities in Norway and Romania, our team has been at the forefront of business process automation for the past five years, gaining experience in Machine Learning (ML), Data Science, Business Process Improvement, and Research and Innovation.
We have matured in Visma IT & Communications AS (VITC), a company with over 20 years of experience in excellent IT service delivery ranging from infrastructure to development and operations, quality, and security.
Since 2017, we are very active in national and European research projects where public bodies have validated our novel ideas within Big Data, AI, and blockchain.
To benefit the entire Visma Group, our team is leveraging our five-year experience in AI by developing the first AIOps solution in Visma. This solution represents a self-healing system that will significantly and positively alter IT Service Delivery through state-of-the-art ML algorithms trained to detect and prevent IT risks.
How we work
We drive our work on a service-centred methodology.
More specifically, for mature services (i.e., backlog reduction), which we can easily implement for our customers, we adopt a project-based approach that ensures efficient service delivery.
Yet, a big component of our methodology consists in Research and Development, which is sometimes supported by public funding for innovative organizations, such as Visma IT. Our AIOps project, which deals with incident prevention, currently benefits from such support while constantly pursuing various funding for other research projects.
All our ideas start with a Visma business need in mind and are verified by the Strategic and Tactical Groups in VITC’s “What-When-How” Program to secure good ROI.
On top of that, our team has two certified SCRUM Masters who run our implementation and development projects using Agile methodologies.
Our customers operate hundreds of applications, services and products on a daily basis. Customer satisfaction is at the core of what we deliver; any disruptions or incidents that affect the quality of our delivery must be dealt with quickly in order to maintain the trust and productivity of our customers. However, such incidents are impossible to eliminate completely. We therefore need to have strict procedures and rules in place as well as come up with smarter ways to prevent incidents from occurring in the first place.
To support operational teams in reducing incidents, the process automation team has produced a ”self-healing” service, which we call the Automation Engine. The engine provides automated incident handling—churning through large amounts of data to predict and prevent incidents. The service has been found to predict incidents with 87.47% accuracy and prevent them from happening 5 hours in advance. The result has been fewer incidents and more satisfied customers. In the future, the service will be implemented across the Visma Group and we see great promise in its use outside the company as well.
Service desks perform a vital function of resolving customer issues and requests. When these requests build up over time, they become backlogs, which reduce quality of service and lead to frustration for customers. They also affect the morale of those who work in the service desk itself: they work, work, and work, but it seems to never end. One of the main reasons for high backlogs is too many time-consuming manual tasks, such as dispatching tickets and searching for information to send to customers, like FAQ articles.
To address these backlogs, the process automation team developed a new service based on machine learning algorithms. Called Ticket Classification as a Service, or TCaaS for short, the service makes sure that incoming requests are automatically categorised and routed to the right person. The project’s success encouraged us to go a step further and improve the service with a new feature called DeeScovery. Through this feature, the robot recommends articles from the FAQ database, with an accuracy rate of 90%. It also analyses incoming requests, and recommends new articles that should be written to improve the database. Thanks to TCaaS and DeeScovery, service desk consultants can now offer better answers and have more time for other tasks.
Want to join the team?
We operate in small teams with varied expertise in python programming, RPA development and machine learning. After implementation, we have skilled people managing the bots’ daily operations and maintenance. We are looking for people with the right attitude, meaning they are always willing to learn, and who love data, machine learning and all the great stuff AI can do. If you want to work in a cool, open-minded, highly professional team, please send an email to:
Oslo, Norway / Timisoara and Sibiu, Romania