Support Center Confidential

We join our story, already in progress………

By: Jeff Garell

Yeah kid, another long, slow day in the support center.  Not like the old days.  When you were either an alpha geek or you got lunch eaten by them.  But only if you brought something good though…no one likes a cheese sandwich, ya know.  Here we only have alpha geeks.  But let me continue…. 

I got memories back to working my way up from level 1..ahhh, them was the days where 12 hours was the rule not the exception.  When your adrenaline pumped like a Texas oil well….non stop and messy.   When the phones never stopped ringing and the bosses were never happy.  You could guarantee one of them big wigs would come crashing through the door looking to take out his anger on the nearest poor soul.

Those were the days, kid.  It was like the wild west, Mardi Gras, and Carnival all rolled into one.  Every day.

But not anymore….not since we got Infosight watching our backs.  Who woulda thought that some AI would steal all the fun?  That we'd provide almost 90% of the support our customers need without sweatin' our gimlet and answer calls in less than a minute.

No call tsunamis wiping us off the map like an uninhabited pacific atoll.  No mass emails that have to be run through the approval gauntlet like a guilty soul looking for redemption.   No all hands calls in the middle of the night to figure out what has bedeviled the systems.

I don't know about you kid, but I can't run through millions of data points every second….no mere mortal can.  I tried once and stumbled like a drunk on a sidewalk made of ball bearings.  Yeah kid, it's not like it used to be…..

Now that we got Infosight watching everything, hoovering up all of that performance data from every device around the globe, we just sit back and wait for that AI to tell us what to do or what to go figure out.  Ya see, if it sees a problem that it already knows about, it'll send the emails but only to those admins that might be affected, it'll do the updates, it'll …. It'll take care of it like Tyson took care of Spinks in '88.

And if it don't know what to do it tells us where to start lookin'.  That's why we're here, son.  If one of dem customers call, we look at what our AI friend shows us and can find the answer lickety split, ya know?   Dat's why this here room is mostly empty…we don't need no level 1 or 2 fellas.

And ya know what?  This thing is spreadin'.  It ain't just gonna be our Nimble storage that the AI sees.   Quicker than a wink it'll be watching over 3PAR and I hear RMC too.  Imagine all of those systems - getting that support like ours do.  Those boys in the ivory tower are already countin' their dough with how much more productive people will be.

So that's the story, kid.  As John McClane once said, "Welcome to the party, pal".  I hope you brought a good Phillip Marlow book to keep ya entertained.    Keep yer head down and eyes open and don't bother trying to beat that AI.  Our competitors can't even get close to it, like it's a flamethrower on Guadalcanal, so you got no chance.

See ya tomorrow, kid….and Merry Christmas…