ABBEY automation & artificial intelligence is Buchanan Technologies’ automation services platform that was brought online for the first time on February 2, 2017. She is an “Automation as a Service”. Abbey consists of dedicated agent nodes and also includes a collection of multipurpose nodes designed to handle queued requests as they are received by our ticketing systems. This means that Abbey can read a ticket, discern the action that needs to be performed, performs the action and can update and close a ticket automatically.
Abbey started in production supporting a major college, supporting internal Buchanan, and a large architectural customer. Abbey is continually developed to ensure reliable, predictable and dependable operation. We first used Abbey in our Service Delivery Centers where we taught her a variety of different skills that can be performed for any customer. There is a constant build of her knowledge, including enhancing her machine learning and vision capabilities, as we support customers’ proprietary business processes such as account deactivations. Thus far, we haven’t found anything that Abbey cannot do. We continue to enhance Abbey’s road map; however, one thing is clear – Abbey is a huge value add for our customers. She is currently performing administration services within AS/400s, managing Active Directory, checking and troubleshooting Cisco switch ports and performing password resets for Colleges’ internally deployed identity management system. She creates updates and closes tickets within ticketing systems, sends emails and checks ticketing systems for new tasks to perform. Abbey is great for repetitive tasks, tasks that take a long time to complete, actions that require immediate response / action, and actions that are required under compliance of Sox, GDPR, NIST, HIPAA and other regulatory requirements.