Talk to Experts Episode 5: Intelligent Automation in Revolutionizing IT Process for Businesses

At FPT Software, cognitive automation – exemplified by AIOps – is unlocking new efficiencies by streamlining IT service management, optimizing operational workflows, and automating complex processes beyond traditional rule-based tools. By combining AI, ML and NLP, cognitive automation enables context-aware decisions in areas like incident management and service desk support, allowing businesses to significantly reduce manual workload, costs and critical incidents while boosting overall IT productivity. In episode 5 of Talk to Experts, Tran Quang Tin highlights how FPT implements these solutions responsibly by pairing automation with human expertise, offering practical insights for organizations seeking to stay competitive in the rapidly growing cognitive automation landscape.

Written by

FPT Software

Published on

November 29, 2024

Automation as a powerful driver of IT productivity

Automation has become a game-changing lever for businesses seeking to boost IT productivity by streamlining manual, time-consuming tasks and reducing operational friction. By systematically removing repetitive work from IT teams, organizations can reallocate time and resources to higher-value initiatives.

According to McKinsey, automation could drive global productivity growth by up to 1.4% annually. Its impact is visible across multiple industries, where enterprises are leveraging automation technologies to enhance efficiency and performance:

Healthcare: Automation optimizes administrative tasks such as scheduling, billing, and data entry, allowing healthcare professionals to focus more on patient care. Around 43% of tasks in healthcare—including administering claims and processing clinical data—show technical automation potential.
Manufacturing: By performing repetitive tasks such as assembling components and inspecting products for defects, automated systems operate faster than human workers. As a result, manufacturers can minimize downtime and reduce the need for manual labor. Notably, 54% of senior leaders indicated that automation had a positive impact on speed and quality in manufacturing operations.
IT operations: FPT’s AIOps solution leverages AI to automate, streamline, and optimize IT service management and operational workflows. This approach has led to a 60% reduction in mean time to repair and a 50% decrease in critical incidents. Additionally, the solution reduced IT teams' manual workload by up to 50% and delivered a 20% cost savings through automation.

How does cognitive automation enhance traditional automation?

Cognitive automation extends traditional rule-based automation by using AI, ML, and NLP to learn from data and make context-aware decisions. This allows organizations to move beyond static workflows and automate tasks that require understanding, adaptation, and intelligent responses.

Cognitive automation builds on the benefits of conventional automation by integrating Artificial Intelligence (AI), Machine Learning (ML), and Natural Language Processing (NLP). While traditional automation follows predefined rules, cognitive automation can learn from data, adjust to new information, and make decisions based on the specific context of each situation.

Thanks to these capabilities, businesses can automate a wider range of complex, knowledge-intensive activities, including:

Incident management
Service desk support
Predictive maintenance

With the cognitive automation market projected to reach approximately 36.09 billion USD by 2032, businesses are encouraged to invest in these advanced technologies to remain competitive and unlock greater operational efficiency.

Powering cognitive automation with FPT

At FPT, cognitive automation is driving new levels of efficiency. Advanced solutions such as AIOps (AI-powered IT operations) are streamlining IT service management and optimizing operational workflows. In episode 5 of our Talk to Experts series, Mr. Tran Quang Tin — Deputy Head of Hyperautomation Program of FPT Software at FPT Corporation shares how AIOps is transforming operations by leveraging AI to automate complex processes.

He will cover the following key topics:

The challenges faced by IT process management with traditional automation;
How cognitive automation is addressing these challenges;
How FPT has implemented cognitive automation to optimize operational processes;
Our approach to responsible automation implementation by combining both automation and human expertise.

Click the link below to watch the full discussion and gain more business insights from our specialist:

Conclusion

In a world where IT operations are under constant pressure to do more with less, automation—especially AIOps—is emerging as a powerful catalyst for productivity, cutting repair times, reducing incidents, and driving tangible cost savings. Yet the real breakthrough lies in cognitive automation, where AI, ML, and NLP empower systems to learn from data, make context-aware decisions, and take on complex tasks from incident management to predictive maintenance. FPT is already turning this vision into reality, responsibly blending advanced automation with human expertise to unlock new efficiencies across IT service management. As businesses look ahead to a market rapidly shaped by cognitive technologies, now is the time to explore these insights, challenge current processes, and imagine how intelligent automation could reshape their own IT future.

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Frequently Asked Questions

How do FPT’s cognitive automation and AIOps improve IT operations?

FPT’s cognitive automation and AIOps use AI to automate incident detection, analysis, and resolution, cutting repair time, reducing critical incidents, and lowering manual workloads. They streamline IT service management end to end, improving reliability, responsiveness, and cost efficiency across complex enterprise environments.

What is cognitive automation and how is it different from basic automation?

Cognitive automation augments traditional rule-based automation with AI, ML, and NLP so systems can learn from data, understand context, and make adaptive decisions. It goes beyond simple scripts to handle complex work such as incident management, service desk support, and predictive maintenance.

What are FPT’s strengths in cognitive automation and AIOps?

FPT combines mature cognitive automation, AIOps platforms, and its Hyperautomation Program to tackle complex IT challenges. In Talk to Experts Episode 5, leaders share real results, implementation approaches, and how FPT blends AI with human expertise to deploy responsible, high-impact automation.

How does automation boost IT productivity across industries?

Automation boosts IT productivity by taking over repetitive, manual tasks such as ticket handling, data entry, and routine maintenance. This frees teams for higher-value work, improves speed and quality, and reduces errors, with studies showing significant gains in efficiency and measurable cost savings.