Welcome to episode E131 of the AI Ireland podcast, the show that explores the applications and research of Data Science, Machine Learning and Artificial Intelligence on the island of Ireland.
Our mission is to increase the use of AI for the benefit of our society, our competitiveness and everyone living in Ireland.
Today’s guest is Eamonn O’Toole, Data Science Consultant at Dell Technologies. Dell Technologies Managed Services (DTMS) provide fully managed and optimised cloud and IT services to a large and varied set of 3rd party customers. These services include the operation and
maintenance of backup, storage, compute, network and converged
infrastructure with a variety of monitoring and ITSM systems.
Dell Technologies won the 2023 AI Award for Best Application of AI in a Large Enterprise for the DTMS team’s collaboration with Service Operations Applied Science and Engineering (SOAS) to employ an ML-powered Multi-Layered Framework to enhance incident management and reduce ticket handling times.
Topics include:
- How Dell Managed Services are enhancing IT efficiency through intelligent data utilisation
- Introducing Intelligent Ticket Routing which reduces resolution time by 4%
- Applying NLP and clustering for efficient ticket classification
- Integrating ML with ITSM to guarantee seamless, platform-agnostic ticket routing
- Real-time ticket integration and anomaly detection to ensure practical utility
- Predictive analytics for automated incident prevention and recovery
- Key lesson to understand the context in deploying solutions
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