As digital security threats are on the rise, digital service providers (DSPs) need to focus more on threat detection and mitigation capabilities across their network, especially on the access network that serves residential and enterprise customers. Furthermore, they need to focus on the related metrics such as Mean Time to Detect (MTTD) and Mean Time to Mitigate (MTTM). Typically, a small team of technical support executives are deployed to handle the customer facing security incidents (e.g. in the broadband service offered to residential or enterprise customers). While this team of experts is capable of handling regular day-to-day activities, it will be extremely challenging for them if there is a sudden security threat, which creates huge volume of tickets to resolve in a short span of time.
Robotic process automation (RPA) as a technology is the best fit for handling high volume, repetitive and mundane processes and DSPs have begun leveraging it to automate various processes like order to activate, assurance, fulfilment and billing. However, using RPA to handle high volume and low frequency security tickets is unconventional in the communications industry. This insight discusses effective strategies on how to implement RPA in the DSP ecosystem. Automating the DSP security support processes using bots make the whole process simpler, easier, and cost-effective.
- Challenges of the current business process for handling security threats for DSPs
- On-demand/scalable bots for handling the security process in broadband service
- Self-healing bots as part of threat mitigation strategy
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