Edge UOL Boosts Client Experience Using Artificial Intelligence

The company’s Innovation Studio Autonomous Operations delivers transformative solutions through the preventive use of AI and reduces the number of critical incidents by 40%

Edge UOL, a Brazilian company specializing in IT infrastructure services, is reinforcing its commitment to innovation by incorporating artificial intelligence (AI) and generative AI into its range of services, driving operational excellence and personalizing client interactions. By using advanced technologies to offer agile and adaptable solutions in an increasingly competitive market, the Innovation Studio Autonomous Operations is the primary driver for the use of AI and the epicenter of these initiatives within the organization.

“Contributing to the growing adoption of state-of-the-art technologies reflects our ongoing commitment to offering innovative solutions. After using AI as a pivotal tool for analyzing the use of our clients’ computing resources, we were able to anticipate the implementation of proactive actions that minimize critical incidents,” explains Gabriel Redoval, Head of Autonomous Operations at Edge UOL. In 2023, services related to Innovation Studio Autonomous Operations showed a 40% reduction in critical incidents. “For 2024, we plan to further expand the use of AI and generative AI. We are going to invest in more advanced analytics and explore opportunities for integration into strategic decision-making processes,” completes Redoval.

The purpose of integrating these emerging technologies into Edge UOL’s services is to improve client experience, automate processes, and offer efficient and personalized responses. The company uses integrations through OpenAI APIs (Application Programming Interfaces), such as ChatGPT, as well as predictive analytics and automation solutions.

Another Edge UOL initiative that uses AI is the UMA (Unified Message Automation) project, which was created to manage the ITSM tool’s ticket control, integrating notifications to users via Teams, phone calls, text messaging (SMS), and other channels. This solution streamlines team collaboration, significantly reduces average service time, and provides more effective responses to clients.

Edge UOL also makes comprehensive use of AI in its services through advanced tools that include the use of observability tools, state-of-the-art ITSM, and in-house solutions that process data from various sources. Its aim is to ensure operational agility and optimization, both in analytics—to provide more natural and efficient interactions—and in automation and problem solving without the need for human intervention.

More natural and personalized interactions

Edge UOL clients enjoy numerous benefits when using these tools, from quick and simplified responses to customized reports that meet their specific needs. Generative AI enables process automation, resulting in more natural and personalized interactions, while advanced analytics guarantees a proactive approach to problem solving, and enables intuitive and informative exploration of the data by the users themselves.

“The use of AI sets us apart from our competitors and reinforces our position as an innovative organization in technological solutions that offers smarter and more adaptable services in a constantly evolving sector,” adds Rodrigo Lobo, COO of Edge UOL.