Autonomous operations

Resolve issues before customers feel them and keep them from coming back

Troubleshooting resolves the case in front of you. Autonomous Operations takes what every resolution — and every unknown incident — reveals, learns from it across the whole customer base, and acts on emerging root causes before they turn into contacts.

See In Action

HOW LEARNING BECOMES PREVENTION

From resolved incidents to proactive resolution

Two capabilities working together: one turns every outcome into operational knowledge, the other acts on that knowledge before customers are affected.

AI learning & experience signal hub

From resolved incidents to discovered root cause

Every resolution — and every incident that mapped to nothing known — is a signal. Schaman classifies interactions, isolates No Fault Found cases, tracks reopenings by resolution path and detects large-scale shifts in customer behaviour, turning millions of incidents into operational knowledge instead of one-off outcomes.

When patterns point to a cause Schaman doesn't yet know, it surfaces the origin and proposes actionable improvements to resolution content and processes — within a transparent, human-in-the-loop framework.

Autonomous resolution engine

Proactive resolution, triggered and governed

Once a cause is understood, Schaman doesn't wait for the customer to call. It executes proactive resolution policies — adjusted in real time to each customer's context — to mitigate root causes before they generate contacts.

Policies are triggered three ways: by Schaman's own anomaly detection, by external network events, or by continuous monitoring rules. Every policy is governed, measurable and reversible, so you can act proactively without wondering whether it creates more contacts than it prevents.

AUTONOMY UNDER CONTROL

Proactive doesn’t mean unsupervised

The most autonomous capability is the one that needs the most control. Every proactive action runs on the same governed foundation as the rest of the platform - policy controlled, measured and fully traceable.

GOVERNED POLICIES

Every proactive action is policy controlled and authorised at runtime, never raw system access

MEASURED EFFECTIVENESS

Proactive activity is tracked against corrective demand, so the impact of each policy is always visible

HUMAN-IN-THE-LOOP

Learning recommendations and sensitive actions keep a human in control where required

FULL REPLAY & AUDIT

Every decision and action is traceable for validation and compliance

COMPLEMENTARY, NOT COMPETING

Network-centric and customer-driven operations, working together

Network operations watch the infrastructure; Schaman watches the customer experience. Each sees what the other can't — and Schaman builds on the very signals network operations already produce. Together they give a complete view and close the loop from detection to prevention.

Network-centric operations

The backbone of service-health monitoring
Strong at network-wide faults, outages and capacity
Driven by alarms, thresholds and assurance

Customer-driven operations · Schaman

Catches issues invisible to alarms — device, configuration, per-customer and service-level
Learns from outcomes, NFF and reopenings to discover unknown causes
Acts proactively, before the issue becomes a contact

TWO MOMENTS, ONE ARCHITECTURE

It learns from every case - then prevents the next one

The Learning & Experience Signal Hub and the Autonomous Resolution Engine act on every outcome the Gateway, Context Orchestrator and Troubleshooting Framework resolve in the moment. Every discovered root cause flows back as new declared knowledge — so the next customer with that issue is resolved automatically, or never has to make contact at all.

See AI Troubleshooting & Resolution