IT Service Continuity: A Cloud-Based and NLP-Driven Solution Approach

Abstract

Ensuring the availability of IT services within organizations is increasingly important in an interconnected world. This paper explores the concept of service continuity and presents technical approaches and methodologies to address this issue.

The core issue discussed in this paper is the lack of service continuity. The paper defines service continuity in the context of information system services and identifies failures that occur as a result of discontinuity. Relevant research is referenced to extract tools and technological paradigms that facilitate solutions to ensure a minimum level of service continuity.

Given that Internet availability is crucial for continuity, alternative paths, such as the conventional PSTN telephone network, are considered. To complete the solution chain, concepts like voice and speech recognition, AI, NLP, and cloud computing are utilized.

A key element introduced in this research is the "voice request", which acts as an intermediary between the user and the service. A broker ensures that the message is delivered to the appropriate recipient service and facilitates the user's response. These elements are orchestrated by a pipeline that maintains the integrity of the request and response. Speech recognition initiates the solution process, combined with NLP and its statistical approaches and neural networks. Cloud technology further secures the solution in both directions.

While the proposed solution does not completely replace service availability, its aim is to maintain a minimum level of service continuity, preventing a complete shutdown of the organizational information system.