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SMDS-ADR-005

StatusNOT STARTED / IN PROGRESS / COMPLETE
ImpactHIGH / MEDIUM / LOW
Driver
Date

Decisions​

  • Automation of RCA report and Sentiment Analysis: A one-stop tool to provide comprehensive Root Cause Analysis (RCA) for incidents across different domains and communications. This tool enables the Leadership team to easily monitor various metrics, including RCA completion status and sentiment analysis of related incidents.

Context​

This article provides step-by-step guidance on automating Root Cause Analysis (RCA) and incorporating Sentiment Analysis for incident management. By combining these two methodologies, we can improve incident resolution efficiency, identify underlying issues, and enhance customer satisfaction through sentiment insights.

Discussion Topics​

  1. Data Collection and Processing
  2. RCA Automation Process
  3. Sentiment analysis tools
  4. Dashboard to Visualize RCA and Sentiment Metrics

Action items​

Participants​

:solution-architecture: References​

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