VIRGIN MEDIA O2
“ In the end it all comes down to whether your customers and partners trust you to do business with you and help you achieve your potential as an organisation ”
MATIAS QUINTANILLA HEAD OF CUSTOMER EXPERIENCE MONITORING , VIRGIN MEDIA O2
self-diagnosing , and self-healing , has been around for some time . But with advances in AI and cloud technologies , it is rapidly becoming a reality .
“ There is not a big bang solution - you do not go from not being automated to suddenly being fully automated . It is a gradual journey to build your automation , through data analytics and AI , by defining one use-case at a time - what I call the magic triangle - which is data , processes and platforms .
“ You start by automating one part of your day-to-day work . Make sure that you have the right data , the right processes and the right platforms in place , once you have that you develop that use case , and then you start the next and then the next one until you get to that fully autonomous network of the future that we all think about today .”
Quintanilla commented it is vital you engage your employees on your journey to autonomous ways of working . “ One of the biggest problems is that people believe their jobs are going to be taken over by machines . In fact automation should be about enabling people to do more interesting jobs - rather than repetitive jobs - that can deliver better value to the company .”
Self-healing networks Commenting on how far Virgin Media O2 is on their road map to an autonomous network Quintanilla said they are “ where they need to
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