Users frequently encounter the frustration of interaction with a mobile application or web service such as clicking a button or submitting a form, without receiving an appropriate or meaningful response. Sometimes there’s no feedback at all; other times, the feedback is confusing or unclear. Behind the scenes, IT operators are working tirelessly to ensure services run smoothly and users can access them without disruption.
Every day, operators face a flood of alerts, each with a different impact on users. Deciding which incidents are most urgent, checking whether similar issues have occurred before, and identifying immediate solutions is a constant challenge.
To tackle these problems, the ICT & IT National Laboratory project introduced DONNA, a powerful digital assistant, designed to help IT operators quickly assess incidents, retrieve relevant knowledge, and recommend actionable solutions.
The details of the program and an example of the problem solved by the digital assistant can be found here.