The complexity of services needed to deliver an online experience that meets customer’s expectations has grown tremendously over the years. Most of this is hidden to the customer; they only see the site they are viewing, not the ISPs, CDNs, APIs, or the IaaS providers that all have to seamlessly work together to deliver a web page.  To many users, the complex web of underlying services that support a single digital experience are viewed simply as up or down. Organizations have come to rely on a variety of tools and data to increase the transparency into these complex systems.

But having access to more data doesn’t always make it easier to find the answers. It can sometimes seem like you are drowning in a sea of data. The answer isn’t to collect less data but rather to minimize the manual efforts needed to find the problem and take action quickly. When in the midst of troubleshooting an issue, time is of the essence. The faster insights can be uncovered, the faster problems can be resolved. When four, five, or more events are happening at once it can be difficult to find the root cause.

To help lead customers to insights faster, Catchpoint has expanded our platform to offer Guided Intelligence, an algorithmic framework built on our data and analytics. Algorithms don’t replace the need for humans, rather they provide assistance and guidance. The Guided Intelligence framework enables us to plug in different algorithms to see what works best for different use cases and learn as we go. There is no “one-size-fits-all” algorithm across use case, different algorithms will yield different results on different sets of data.

Guided Intelligence is currently comprised of three features: Smartboard, Outage Analyzer and User Engagement Estimator. The primary goal of each of these is to guide the user to look in the right area, see what is correlated and draw their own conclusions. By mining the comprehensive data being collected by Catchpoint monitors, more detailed and useful insights can be uncovered.

Smartboard

Just like a newspaper provides headlines at the top enabling you to scan for the main idea and then read further for more details if you want, Smartboard uses algorithms to cluster similar events and provides a summary at the top of the screen for a quick overview. Scrolling down, users can see all the relevant details of an outage or an incident and quickly take action.

By clustering similar events and enabling users to quickly interact with the board to narrow in on the source of the problem, organizations can reduce the time needed to identify a problem and ultimately reduce MTTR.

User Engagement Estimator

Have you ever wondered what will happen to key business metrics if performance changes? It may seem easy to say if performance increases by x% conversions will decrease by y%, but these aren’t always linear events. A combination of events and metrics may change at similar times for different reasons. A new feature is released that increases page load times at the same time as a new marketing campaign drops, driving more visitors to your site. Will the increase in visitors yield enough conversions to offset the potential loss from a change in performance?

The User Engagement Estimator is based on real user monitoring data and shows how metrics move together. Before a go/no-go decision is made on a given feature the impact to the business can be visualized.

Guided Intelligence helps organizations make more intelligent decisions from better insights into the data. Instead of being intimidated by the data and not knowing where to start to look for answers, you are guided to the things that matter most. Guided Intelligence doesn’t replace the need for humans to understand the data and the insights. You can’t ask an algorithm to explain its results, humans are still needed for that.

Author Dawn Parzych

Leave a Reply

Your email address will not be published. Required fields are marked *