The whole idea of focusing on cognitive technologies is to be one step ahead and avoid incidents, which affect the customers negatively. The tool Danske Bank is using to do so – and which the bank is the first in Denmark to use on such a large scale – is IBM’s Predictive Insights, a technology that applies artificial intelligence.
Integrating cognitive technology takes time
According to Ona Juodkiene, Co-Head of IT Operations, setting up cognitive technology takes time and human brains, as the quality of the output you get from the data is very much dependent on the data you put in.
Image: At the Enterprise Command Centre, multiple screens are monitoring Danske Bank’s IT systems activity. It is easy to see if a system is experiencing an outage. The difficult thing is to be able to identify and be a step ahead to avoid incidents. Cognitive technology helps doing this.
Highly skilled employees calibrate the system in an ongoing iterative process, and e.g. helps teach the system, when it is just a so-called false-positive that is not a problem and when it is an actual problem that needs be “predicted”. In other words, the technology in no way provides value out-of-the-box. Ona Juodkiene explains:
“It takes time and talented IT professionals to tailor and adjust and integrate these systems into the organisation’s IT environment. But when you invest in this, it makes it possible to create a culture across the organization. Already now, we see that some employees, who might have been a little sceptical initially, have had what we call an AI moment, where they really see the value for both the customers and themselves in their daily work.”
Cognitive Intelligence helps Danske Bank maintain a competitive edge
Danske Bank puts such a high priority on applying machine learning not only because of the immediate positive effect on the costumers, who will experience fewer IT crashes. In a broader perspective, it is paramount to keep the competitive edge.