THE TECHNOLOGY INTERVIEW
the impact of SLAs on customers . This technology has the potential to transform industries such as insurance , finance and manufacturing .
In terms of AI and machine learning , we ' re focused on automation and enhancing productivity . Imagine an AI assistant for every new employee , customised to aid their onboarding and learning process . This assistant would adapt over time , improving the onboarding experience for future employees with similar profiles .
Another focus is automating the QA and testing phase in software development . There are three phases of software development : design , development and then QA and testing . Typically , all QA developers really enjoy the first two phases , but nobody enjoys QA and testing . Automating this with AI could accelerate product development and enhance overall productivity .
Overall , our direction includes harnessing unstructured data through technologies like LLMs and conversational AI , and driving internal AI adoption to boost productivity and software development efficiency . This includes innovative approaches to employee onboarding and software QA , transforming traditional methods into more efficient , AI-driven processes .
SNOWPATROL : USING MACHINE LEARNING TO DRIVE OPTIMISATION
ยป During COVID-19 , we onboarded over 5,000 employees , and in that time were focused on providing them with an excellent user experience , including thoughtfully chosen apps and provisions . However , as the market declined last year , we started to evaluate the effectiveness of these provisions , questioning if employees were fully utilising the resources provided .
We discovered that about one-third of the applications supplied were not used within a 100-day period , leading to considerable wastage and unutilised assets .
To address this , we developed a machine learning application , SnowPatrol , which combines data from sources such as Okta , Docusign CLM , ServiceNow and Workday to assess usage patterns both retrospectively and predictively . Based on its algorithm , it either revokes unused access overnight or automatically provides necessary access to new employees .
To show you an example , we had a very large software vendor that came in and was trying to construct a deal for renewal with our
14 January 2024