Whether you’re choosing a restaurant or deciding where to live, data lets you make better decisions in your everyday life. If you want to buy a new TV, for example, you might spend hours looking up ratings, reading expert reviews, scouring blogs and social media, researching the warranties and return policies of different stores and brands, and learning about different types of technologies. Ultimately, the decision you make is a reflection of the data you have. And if you don’t have the data—or if your data is bad—you probably won’t make the best possible choice.
In the workplace, a lack of quality data can lead to disastrous results. The darker side of AI is filled with bias, hallucinations, and untrustworthy results—often driven by poor-quality data.
The reality is that data fuels AI, so if we want to improve AI, we need to start with data. AI doesn’t have emotion. It takes whatever data you feed it and uses it to provide results. One recent Enterprise Strategy Group research report noted, “Data is food for AI, and what’s true for humans is also true for AI: You are what you eat. Or, in this case, the better the data, the better the AI.”
But AI doesn’t know if its models are fed good or bad data— which is why it’s crucial to focus on improving the data quality to get the best results from AI for IT use cases.
Four facets of high-quality, trustworthy data for IT use cases
To understand why the quality of data matters, let’s look at AI in IT—an area that has value for nearly every industry. New AI models for IT can reduce the number of help tickets, dramatically lower the time needed to resolve problems and help you make better decisions by proactively highlighting potential issues before purchasing new software. In a field where a mistake can cost your organization millions of dollars at scale, a good AI solution is worth its weight in gold. But how do you ensure that it’s using good data?
The first thing to consider is the breadth of data. More data across more sources typically makes an AI more trustworthy, as long as you’re collecting good data. Think of it this way: a single restaurant review can offer a glimpse into its quality, but a restaurant with numerous reviews provides a more accurate assessment, allowing you to make a more informed decision. Was the one negative issue an outlier? Or is there a pattern that should be identified and evaluated? Similarly, an AI trained for IT on 10,000 data points collected every 15 seconds from endpoints will be more useful than an AI trained on 800 data points every 15 minutes.
Next, focus on data depth. The amount of data a model has from IT endpoints can make a significant difference. In one instance, a company had 3,000 systems crash after a software patch didn’t play nice within the existing setup. The IT team quickly resolved the issue using a patented AI that identifies correlations between their system changes and device anomalies. This process was possible because the AI had been trained on their unique datasets, including historical data.
As AI trained for IT collects data, it’s crucial that the data is well-structured and as clean as possible. Most data sets will invariably have some noise—data that’s meaningless, irrelevant, or (in some cases) even corrupt, but training AI on high-quality, well-structured label makes all the difference.
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