Every year – the Virtual Workplace Evolution Event (VWE) in Berlin has become the central meeting point for DEX. Gartner will publish the new digital employee experience Magic Quadrant in a few weeks. And all the favorites, such as Riverbed, Lakeside, Nexthink and ControlUp were at the VWE. And I had the pleasure to present the latest Riverbed DEX news to the audience.
ML and AI in Focus
The most important topic was how to improve analytics and self-healing through ML and AI so that companies using DEX solutions do not need as much IT staff and can have tasks performed automatically or provide self-service for employees.
At our Riverbed stand this year, we therefore presented our Intelligent Service Desk Approach. IT departments can transfer their knowledge into Runbooks and the Riverbed AI analyzes existing problems automatically. The aim is either to make a “pre-analysis” in which an IT employee receives all the necessary information for the next steps or that the Riverbed platform automatically implements a predefined solution on the end device.
AI-driven pre-analysis
A pre-analysis of a network problem can be, for example, that the Riverbed Platform collects all available information about the end device (manufacturer, installed software, LAN or Wi-Fi connection) and at the same time automatically determines where the device is currently located (e.g. in the home office) and how good or bad the Internet connection is (e.g. by a speed test). All this information is made available to the helpdesk in a dashboard together with the ticket details.
AI-driven self-healing (remediation)
During remediation, the data obtained from the pre-analysis is used to apply a solution directly to the end device. If it is determined that the hard disk is full, the recycle bin and temporary files can be deleted for a short-term solution. In addition, a ticket with all the important information can be sent to the service desk at the same time.
Mobile devices are becoming increasingly important in the DEX world
Today, it is already standard practice to monitor desktops, laptops, VDI or Citrix servers with DEX tools. What is new is that more and more companies are looking for solutions to include mobile end devices such as iOS or Android devices in DEX monitoring. We at Riverbed therefore presented our recently released Aternity Mobile solution to the participants at the VWE.
For front-line workers and other employees who rely on mobile devices for their jobs, poor digital experience negatively affects productivity and customer service. IT is responsible for the digital experience of these employees, just as they are for employees who use laptops and PCs. Mobile Digital Employee Experience enables them to proactively identify and resolve issues affecting the full range of mobile apps and devices used by the workforce.
See you in 2025
The next Virtual Workplace Evolution is already scheduled: June 24-26 in Berlin. The Riverbed team is looking already forward to seeing you there and to showing you the next evolution of AI in the DEX area.
