AI-Driven Root Cause Analysis and Self-Healing Framework for Unified Contact Centre Operations

Authors

  • Phani Kumar Kanuri Author

DOI:

https://doi.org/10.48047/wzn5a139

Keywords:

Root Cause Analysis, Self-Healing, Contact Centre, Observability, Grafana, Machine Learning, Anomaly Detection, Prometheus, Thousand Eyes, Mean Time to Resolution (MTTR).

Abstract

Managing modern contact centre operations presents increasing challenges due to the complexity of cloudbased infrastructures and the limitations of traditional monitoring approaches, which often fail to detect and resolve issues in a timely manner. This paper introduces a proactive framework that automates fault  detection,

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Published

27.05.2025

Issue

Vol. 11 No. 4 (2021): volume 11 issue 4(2021)

Section

Articles

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How to Cite

AI-Driven Root Cause Analysis and Self-Healing Framework for Unified Contact Centre Operations. (2025). International Journal of Information and Electronics Engineering, 11(4), 68-79. https://doi.org/10.48047/wzn5a139