The retailer was facing increased operational costs and complexity in IT use cases. Using myWizard, Accenture automated IT at speed and scale, deploying 330 unique use cases in 18 months—bringing applications from reactive to proactive and predictive. These ranged from simple bots that scan and heal to a complex, scalable self-healing framework that leverages AIOps and machine learning to auto-resolve end user incident tickets, and restart failed processes and transactions. With the help of myWizard, the company avoided 193,000 incident tickets and reduced operating expenses by $2 million.
In one customer order use case, 10% of 600,000 daily orders were getting stuck in the order management system. Using myWizard, we reduced manual intervention and proactively self-healed those orders. This reduced order fallout resolution time from 4 days to under 15 minutes, resulting in improved customer experience and reduced loss of revenue.
