Global Head, Strategic Business Unit, Digitate, Digitate
AI and Augmented Humanity
Launched in 2015, Digitate is a leading software provider that brings agility, assurance, and resiliency to IT and business operations, transforming reactive operations into a proactive approach. Its flagship product, ignio™, is an award-winning AIOps software that reimagines enterprise IT and business landscape with its unique and innovative closed-loop approach; combining context, insights and intelligent automation to autonomously resolve and prevent issues. Digitate’s mission to support enterprise operations with AI and automation has brought a new level of adaptability and resilience to organizations—particularly through recent turbulent and unpredictable times.
During the pandemic, consumers created a greater reliance on e-commerce, leading retailers to expedite digital transformation efforts to keep up with demands. Despite the imperative to deliver the best service to end customers, the journey for retailers to digitally transform can be long and complex. To deliver best-in-class service, retailers need the latest IT infrastructure to support the growing technology ecosystem needed to remain competitive in today’s retail environment.
A large US retailer needed a solution that could address key problems that impact the day-to-day business and build a scalable and globally unified IT operating model to further differentiate and modernize its business. The retailer was experiencing internal application downtimes, point of sale issues, missing orders and items within the retail ecosystem that were creating a less efficient and effective customer experience. Especially with the COVID-19 pandemic, the retailer needed to digitally transform its IT systems to address reoccurring backend issues during peak online shopping periods to provide a positive customer and employee experience during unprecedented times.
As the retailer continued to build on its foundation of a new machine-first operating model, it implemented ignio™ to further advance its strategic priorities and rapidly address evolving business needs. ignio™ creates a contextual blueprint of key business processes within an organization’s IT environment and back-end systems, capturing normal behavior, detecting anomalies across transactions and providing fixes to proactively identify issues and autonomously resolve them. This built resiliency and reliability for the retailer to improve customer experience, reduce business risk and boost overall efficiency.
The ignio™ platform has integrated with the retailer’s IT system and now addresses over 30,000 incidents per month to improves business KPIs through hyper-scalable automation and intelligence. ignio™ also analyzes 145 million store system alerts per month and proactively identifies issues that can impact critical store systems. This allows preventive resolution and enables smooth store operations.
The foundation laid with ignio™ ‘s capabilities has also enabled a fully integrated solution for the SAP platform to address critical business challenges related to inaccuracy when products register as unavailable at the time of checkout. This solution eliminates the retailer’s 3000+ mislabelled product errors per week across all stores and has been instrumental in proactively remediating mislabelled item errors, avoiding potential loss of sale and enabling better inventory reconciliation, all contributing to an improved customer experience.
Through the integration of ignio™, the retailer has seen the following results that have ensured a smooth customer experience:
- 30,000 incidents addressed each month
- The elimination of 3,000+ mislabeled product errors per week across all stores
- 145 million store system alerts analyzed per month to proactively identify issues
- 50% noise reduction across 10 different internal monitoring systems
- Anomaly detection enabled for 10,000+ stores across the US and 70,000+ point of sale registered devices
ignio™ is an end-to-end autonomous platform that uses advanced machine learning and AI capabilities to bring contextual intelligence to IT operations. ignio™ enables enterprises with a one-of-a-kind closed-loop solution that combines context, insights and intelligent automation to autonomously predict, prevent and prescribe for issues. The software continuously learns within an enterprise environment to mitigate anomalies and automate tasks.
ignio™ has driven automation across the retailer’s enterprise to deliver data-driven insights and automate many of the retailer’s routine tasks to improve the operational efficiency and continue to improve business experience. ignio™ enables enterprises with a closed-loop solution that combines context, insights, and intelligent automation to autonomously predict, prevent and prescribe for all issues across an organization’s digital footprint. Digitate’s mission to support enterprise operations with AI and automation has brought a new level of adaptability and resilience to the retailer, especially through recent turbulent and unpredictable times.
ignio™ is unique from other AI-driven platforms in the way it combines AI, machine learning and automation to bring reliable IT operations. This has been critical to the retailer’s global COVID response to help the communities they serve during the pandemic with uninterrupted service.
Digitate was able to implement ignio™ to the retailer's IT system ahead of schedule, decreasing the amount of ramp-up time needed to begin resolving reoccurring backend issues during peak online shopping periods.
Digitate is a leading software provider bringing agility, assurance and resiliency to IT and business operations. ignio™ reimagines enterprise IT and business landscape with its unique and innovative closed-loop approach that combines context, insights and intelligent automation to autonomously resolve and prevent issues.