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Loom Systems: Applying AI to IT Ops Log Data to Improve the Customer Experience

An Intellyx Brain Candy Brief

What would happen if an organization could parse its operational logs in real-time to identify issues and errors that might otherwise go undetected, but which could have a significant impact on the customer experience? In many cases, these kinds of issues run rampant in enterprise organizations, but those organizations simply do not have the resources or means to track them down and resolve them effectively. But in the experience economy, this is becoming a costly problem.

Using technology developed for defense applications, Loom Systems is applying AI technology to help IT teams identify and connect the dots between operational issues and their impact on the customer experience. Using unsupervised learning approaches and their proprietary set of heuristics, they can ingest log data from nearly any source and rapidly identify potential service anomalies.

While there are a number of organizations applying various AI techniques in the IT operations space, Loom Systems recognized that most of them were focused on identifying significant trends via intelligent event correlation. While the company’s technology will identify major impacts as well, what sets it apart is its ability to automatically identify micro trends that may only be affecting a small number of customers, but which may have a big customer experience impact.

The company’s focus on the business impact of operational issues is also manifest in its ability to automatically identify issues that may span the customer journey as the customer traverses multiple systems. Moreover, using its AI-powered interface, the company connects logline errors with insights and recommended actions from a dynamically-built knowledge base, enabling operations staff to more rapidly resolve the issues most critical to protecting the customer experience.

Copyright © Intellyx LLC. Intellyx publishes the Agile Digital Transformation Roadmap poster, advises companies on their digital transformation initiatives, and helps vendors communicate their agility stories. As of the time of writing, none of the organizations mentioned in this article are Intellyx customers. To be considered for a Brain Candy article, email us at [email protected].

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Jason Bloomberg is a leading IT industry analyst, Forbes contributor, keynote speaker, and globally recognized expert on multiple disruptive trends in enterprise technology and digital transformation. He is ranked #5 on Onalytica’s list of top Digital Transformation influencers for 2018 and #15 on Jax’s list of top DevOps influencers for 2017, the only person to appear on both lists.

As founder and president of Agile Digital Transformation analyst firm Intellyx, he advises, writes, and speaks on a diverse set of topics, including digital transformation, artificial intelligence, cloud computing, devops, big data/analytics, cybersecurity, blockchain/bitcoin/cryptocurrency, no-code/low-code platforms and tools, organizational transformation, internet of things, enterprise architecture, SD-WAN/SDX, mainframes, hybrid IT, and legacy transformation, among other topics.

Mr. Bloomberg’s articles in Forbes are often viewed by more than 100,000 readers. During his career, he has published over 1,200 articles (over 200 for Forbes alone), spoken at over 400 conferences and webinars, and he has been quoted in the press and blogosphere over 2,000 times.

Mr. Bloomberg is the author or coauthor of four books: The Agile Architecture Revolution (Wiley, 2013), Service Orient or Be Doomed! How Service Orientation Will Change Your Business (Wiley, 2006), XML and Web Services Unleashed (SAMS Publishing, 2002), and Web Page Scripting Techniques (Hayden Books, 1996). His next book, Agile Digital Transformation, is due within the next year.

At SOA-focused industry analyst firm ZapThink from 2001 to 2013, Mr. Bloomberg created and delivered the Licensed ZapThink Architect (LZA) Service-Oriented Architecture (SOA) course and associated credential, certifying over 1,700 professionals worldwide. He is one of the original Managing Partners of ZapThink LLC, which was acquired by Dovel Technologies in 2011.

Prior to ZapThink, Mr. Bloomberg built a diverse background in eBusiness technology management and industry analysis, including serving as a senior analyst in IDC’s eBusiness Advisory group, as well as holding eBusiness management positions at USWeb/CKS (later marchFIRST) and WaveBend Solutions (now Hitachi Consulting), and several software and web development positions.