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The latest trend in various business areas is the use of AI-based virtual Site Reliability Engineers (SRE) to revolutionize IT service and support. These virtual SREs employ advanced machine learning and deep learning techniques to detect and address user inquiries using deep reinforcement learning methods. Virtual SREs are developed and trained to possess specific skill sets relevant to their respective areas and serve as a substitute for humans. The advent of automation has led to the re-exploration of People, Processes, and Technology by AI, transforming people into virtual SREs capable of efficiently resolving repetitive assistance tasks from tools, users, or customers. The implementation of AI-powered virtual SREs is expected to enhance productivity by 40%.
Using Natural Language Processing and Machine Learning, virtual SREs have the capability to analyze and interpret user queries, commands, and requests in order to determine their intent. Once the intent has been classified, these agents can automatically generate and resolve IT tickets. This process helps to ensure that service thresholds, such as meeting SLAs, reducing MTTR, and improving the overall customer experience, are consistently met.
The use of virtual agents has made it possible to automate manual tasks performed by Linux and dashboard administrators using AI. This has led to the emergence of virtual SREs that can perform administrative activities without significant manual intervention. By implementing these virtual agents, organizations can streamline their operations and improve efficiency.