Speaking at the third annual Digital Workforce Summit (DWS) in New York City, Anita Ali, AVP of Global Infrastructure & Technology at MetLife, discussed the insurance company’s recent experience adopting IPsoft’s Artificial Intelligence (AI) solutions. Ali, whose team is responsible for managing MetLife’s IT Infrastructure across 41 countries, was looking for a way to reduce time-to-service delivery and allow her teams to invest more time on innovation.
“We have different pressures of operating and delivering IT services at unprecedented levels,” Ali said. “If you are, or if you’ve operated ever, in the IT infrastructure and operations organization, you know you sometimes can be inundated with immense volumes of events occurring in your environment. You’re striving, and sometimes struggling possibly, to keep up with the volume.”
In order to overcome these challenges, Ali’s team evaluated a host of automation products. She told DWS attendees that her company was looking for a solution that could “seamlessly integrate with our technology platforms,” including enterprise systems that are deeply embedded in MetLife’s IT environment. Secondly, the tool had to provide and make use of quality data. “It was absolute[ly] critical to have pristine data quality in our CMDB (Configuration Management Database),” she said.
MetLife ultimately chose and deployed IPcenter in August of 2018. “After much discovery and going through evaluating different products, we landed on IPcenter, which allowed us to deliver services faster [and] deploy digital labor in the form of virtual engineers,” Ali recalled.
Since the implementation, MetLife has deployed “hundreds of virtual engineers who are delivering services at a predictable and precise pace,” she said. “It’s allowing us to become a more agile and predictable organization, because [virtual agents] are taking action, and executing with precision and speed and accuracy.”
“[IPcenter is] allowing us to become a more agile and predictable organization, because [virtual agents] are taking action, and executing with precision and speed and accuracy.”
— Anita Ali, AVP of Global Infrastructure & Technology, MetLife
Today, MetLife’s employees work in concert with virtual engineers to ensure consistent speed and quality of service. Additionally, IT staff have been relieved of repetitive and high-volume tasks.
“With this low-hanging fruit that we’ve automated, and asked our virtual engineers to take of care for us, we’ve enabled our team to focus more on innovation, to really figure out creative ways to get immersed and introduced early in the software development lifecycles,” Ali said.
In only nine months, MetLife has enabled virtual labor to autonomously solve 78 use cases. In 16% of these processes, the virtual engineers encounter a problem that needs to be resolved with human labor. Once the task has been resolved by a human, the fix is added to the virtual engineer’s library of resolutions, where it can be located by the virtual engineer if a similar problem occurs. This process has saved MetLife more than 87,000 hours of human labor, which the company has redistributed to more innovative work.
“We are targeted to recover another 100,000 [hours of human labor] by the end of 2019,” Ali said. “We’re well on our way. It’s been incredible. It’s been highly productive, an immediate ROI.”
To read additional commentary from DWS 2019, be sure to review this post about Telefoníca’s Amelia implementation. You can also read this article from Information Age about how companies can achieve ROI by avoiding basic AI implementation mistakes.
For an overview of the key topics discussed during DWS, be sure to read this pre-DWS explainer from Compelo, as well as the outlet’s coverage of J.P. Morgan´s Managing Director and Head of Technology’s closing DWS keynote.