AIOps strategy unlocks new possibilities for automation, customer satisfaction

From managing complex IT environments to ensuring seamless customer experiences, the demands on IT departments have never been greater. To manage these complexities, organizations are turning to AIOps, an approach to IT operations that uses artificial intelligence (AI) to optimize operations, streamline processes, and deliver efficiency. One Dynatrace customer, TD Bank, placed Dynatrace at the center of its AIOps strategy to deliver seamless user experiences.

Why AIOps?

AI for IT operations (AIOps) uses AI for event correlation, anomaly detection, and root-cause analysis to automate IT processes. It plays a crucial role in managing complex multicloud environments by streamlining operations and enhancing efficiency, reducing costs, and driving innovation.

Paired with an observability platform, AIOps identifies and helps to resolve cloud application performance and security issues, preventing problems before they disrupt operations. Its adoption is growing rapidly, driven by the explosion of data complexity that accompanies modern cloud IT environments. Valued at $17 billion annually, the AIOps market reflects its importance as large companies increasingly integrate AIOps and digital experience monitoring tools, with adoption expected to rise significantly in the coming years.

As a leader and trailblazer in the AIOps space, Dynatrace uses AI-powered root-cause analysis to provide precise actionable insights, enabling businesses to automate operations across the enterprise.

TD Bank adopts an observability-based AIOps strategy

As one of the 10 largest banks in the U.S., with $1.4 trillion in assets and 27 million customers, TD Bank places customers at the center of everything it does. As its enterprise monitoring team modernized the bank’s digital ecosystem from legacy on-premises data centers to a hybrid multicloud environment, TD Bank faced significant challenges with complexities its traditional monitoring tools couldn’t handle.

TD Bank’s modernized technology stack became increasingly intricate, leading to operational inefficiencies. The bank had accumulated multiple monitoring tools, each providing fragmented insights. This disjointed approach made it difficult to collaborate effectively and resolve issues promptly.

The Dynatrace unified observability platform provided TD Bank with a single source for answers, offering end-to-end visibility across its entire technology stack. Using Dynatrace at the center of its AIOps strategy, the TD Bank team reduced the number of IT incidents they were experiencing, improving customer trust.

Faster responses for greater reliability

A standout feature of Dynatrace is its ability to deliver rapid and precise answers. For TD Bank, this meant significantly reducing the time to identify and resolve transaction failures. With AI-driven certainty, the bank could instantly pinpoint the root cause of issues, leading to a 25% increase in proactive incident identification and a 20% faster response rate. This efficiency translated to a dramatic reduction in the transaction failure rate, from 0.16% to just 0.06%.

Cost optimization and efficiency

Using Dynatrace, TD Bank was able to consolidate its observability tools and achieve substantial cost savings. With its platform-based approach to end-to-end observability, Dynatrace enabled the bank to eliminate up to seven redundant monitoring solutions, reducing infrastructure and licensing costs by up to 45%. Beyond cost savings, this consolidation freed up TD Bank’s teams to focus on innovation rather than routine maintenance, driving further efficiency.

Enhanced customer satisfaction

For TD Bank, customer satisfaction is paramount. With the efficiencies stemming from Dynatrace AI capabilities, the bank reduced customer irritants by more than 60% and sped up issue resolution by 20%. With precise answers, TD Bank’s teams can quickly understand issues and resolve customer calls , enhancing the overall customer experience and building trust in the bank’s digital services.

How Dynatrace delivers on AIOps

AI-powered root-cause analysis

At the heart of Dynatrace AIOps capabilities is its power-of-three AI engine, Davis®. Using causal, predictive, and generative AI, Davis delivers detailed insights into issues, including their root cause and impact. For TD Bank, the technology has been instrumental in quickly identifying and resolving issues, ensuring minimal disruption to customer services.

Automated remediation

By automating routine tasks and responses to common issues, Dynatrace helps businesses like TD Bank achieve zero-touch operations. This automation not only improves efficiency but also ensures teams can address critical issues promptly, minimizing downtime.

Predictive analytics

Dynatrace AI-driven predictive analytics provide foresight into potential issues before they occur. For enterprises, this means staying ahead of the curve, preventing disruptions, and ensuring seamless operations. TD Bank has used these capabilities to anticipate and mitigate risks, ensuring a smooth banking experience for its customers.

The broader effect of AIOps: Transforming IT operations

AIOps is not just a tool; it’s a transformation strategy. By integrating AI into IT operations, businesses can achieve unparalleled efficiency, agility, and resilience. It is clear that the future of IT operations lies in AI, and Dynatrace is leading the charge. With its deep-rooted AI expertise and innovative AIOps platform, Dynatrace is transforming the way businesses operate. The success TD Bank has achieved demonstrates how Dynatrace helps unlock the hidden value in customer data and maximize the tangible benefits of AI-driven operations.