LiveRamp boosts developer productivity and SLA efficiency with AI automation on Google Cloud
LiveRamp implemented an AI-powered automation solution on Google Cloud to streamline its operational center tasks, tackling issues like manual ticket routing and frequent repetitive queries. This transformation involved using Gemini models for Jira ticket assignment and an AI Slack bot for real-time answers, significantly enhancing developer productivity and improving SLA attainment.
The Business
LiveRamp implemented an AI-powered automation solution on Google Cloud to streamline its operational center tasks, tackling issues like manual ticket routing and frequent repetitive queries. This transformation involved using Gemini models for Jira ticket assignment and an AI Slack bot for real-time answers, significantly enhancing developer productivity and improving SLA attainment.
Before AI
LiveRamp's engineers faced pain points including manual Jira ticket routing, project and issue tracking, and context switching. Engineers dedicated significant time to on-call (OC) tasks due to manual ticket handling and frequent repetitive queries, creating engineering bottlenecks and affecting SLA attainment.
What Changed
LiveRamp implemented an AI-powered OC automation solution on Google Cloud using Gemini Enterprise Agent Platform and Gemini Pro to predict and classify Jira ticket assignments, and an AI Slack bot (leveraging OpenAI models) to provide real-time, team-specific answers. This system also includes OC automation to auto-resolve issues and trigger infrastructure workflows directly from Jira, significantly streamlining operational tasks.
The Result
LiveRamp achieved a 435% year-over-year increase in operational center hours saved, freeing up 741.7 hours in one quarter. They eliminated misrouted Jira tickets, drastically reducing response times, reduced PagerDuty alert noise by 12%, and increased operational center tickets solved through automation to over 500 per quarter. This significantly boosted developer productivity and improved SLA attainment.
Why this matters
AI-Powered IT Operations: The Backbone of Modern Digital Businesses
For many businesses, particularly those operating at scale with complex systems, IT operations and support can be a major drain on resources and productivity. Manual processes for incident management, ticket routing, and repetitive queries consume valuable engineering time, leading to bottlenecks and slower service delivery. AI-driven automation in this domain offers a powerful solution, enabling faster resolution times, reduced alert fatigue, and freeing up highly skilled engineers to focus on innovation rather than maintenance.
This approach allows companies to not only improve their internal operational efficiency but also enhance the reliability and speed of their services, directly impacting customer satisfaction and market competitiveness. By leveraging AI to predict, classify, and even auto-resolve common issues, businesses can create a more resilient and responsive IT infrastructure, ensuring smoother operations even as complexity grows.
Technology Used
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Source
Results are reported by the identified source/company and have not necessarily been independently verified by AI YAI YAI.
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