OMC support engineers spend significant time troubleshooting device outages:
| Task | Current Time | Frequency |
|---|---|---|
| Find device IP addresses | 3-5 min | Every incident |
| Search past incidents | 10-15 min | Every incident |
| Look up procedures | 5-10 min | Every incident |
| Document resolution | 5-10 min | Every incident |
Average incident: 35-45 minutes ~85 incidents/month = 50+ hours of repetitive work
An AI assistant that:
-
Answers questions instantly
- "What's the IP for Port Hedland Miros?"
- "How do I reset a DT80?"
- "What's the SLA for Melbourne DUKC?"
-
Runs diagnostics automatically
- Pings devices
- Checks RabbitMQ data flow
- Retrieves credentials from Secrets
-
Recommends solutions
- Matches symptoms to past incidents
- Surfaces relevant procedures
- Suggests escalation paths
| Metric | Current | With AI | Savings |
|---|---|---|---|
| Avg incident time | 40 min | 5 min | 35 min (88%) |
| Monthly incidents | 85 | 85 | - |
| Hours saved/month | - | - | ~50 hours |
| Annual value | - | - | ~$60K |
| Phase | Duration | Cost |
|---|---|---|
| Pilot | 4 weeks | FREE |
| Production | Ongoing | $2,000/month |
Week 1-2: POC
├─ Index troubleshooting docs
├─ Build 3 demo scenarios
└─ Internal demo
Week 3-4: Pilot
├─ 5 support engineers testing
├─ Gather feedback
└─ Measure time savings
Month 2+: Production
├─ Full team rollout
├─ Add integrations (Ansible, Jira)
└─ Monthly reviews
- Access: Intranet docs, Jira API, Buildkite
- Stakeholder: Support manager as sponsor
- Testers: 5 engineers for pilot
- Feedback: Weekly check-ins during pilot
- Schedule 30-min demo
- Review knowledge base requirements
- Agree on pilot scope
- Start POC build