Generative AI (GenAI) is revolutionizing industries by driving innovation and delivering unparalleled customer value. Across sectors, its impact is evident:
- Software Development: GenAI automates code exploration and generation, empowering teams to develop and deploy faster.
- Retail: GenAI enables hyper-personalized shopping experiences by analyzing vast datasets to predict preferences and recommend tailored products.
- Healthcare: It accelerates diagnosis and treatment planning, providing professionals with AI-driven insights for more accurate decisions.
As businesses continue to explore GenAI’s potential, it is becoming clear that this technology is a game-changer, driving smarter, faster, and more customer-centric solutions.At Lumigo, we’ve been at the forefront of this revolution. Over the past year, we developed Lumigo CoPilot, an AI assistant that mimics a senior engineer, helping users resolve production issues faster. CoPilot provides deep insights into request flows, pinpoints root causes, and even traces bugs to their source code while suggesting solutions. Through this journey, we gained key insights into leveraging GenAI for maximum customer impact, which we’re excited to share with you.
1. Map Your Critical User Journeys (CUJs)
There’s a reason customers choose your product—it solves a specific problem or fulfills a need. Often, the customer’s decision to buy revolves around 1–3 critical user journeys (CUJs) that deliver the most value.
Identify and enhance these CUJs with GenAI. By focusing on the flows that matter most to your customers, you can amplify their core experience. At Lumigo, we honed in on our flagship CUJ: helping users solve production issues as quickly and efficiently as possible. This focus guided us to build GenAI capabilities that directly addressed the core job our customers hire us to do.
Tip: Start by asking and answering, “What are the core problems my product solves for customers?” Then, brainstorm how AI could enhance or accelerate those solutions.
2. Filter Down to GenAI-Compatible CUJs
GenAI is powerful but not omnipotent. Think of it as an ultra-fast, highly intelligent human capable of analyzing and synthesizing enormous volumes of data. For GenAI to shine, the CUJ should:
- Involve insight generation from complex data.
- Have inefficiencies or delays that frustrate users.
- Require speed for optimal outcomes.
At Lumigo, resolving production issues often involves a human piecing together data from traces, logs, metrics, and request/response payloads. This process is time-intensive, making it a perfect fit for GenAI, which excels at deriving insights from complex data sets.
Tip: Evaluate your CUJs by asking:
- Does this flow involve data interpretation?
- Are users struggling with inefficiencies or delays here?
- Can GenAI improve speed or accuracy in this process?
3. Show Me the Data
GenAI’s effectiveness hinges on the quality of the data it relies on. A strong data advantage sets you apart, enabling your AI solutions to deliver better results. At Lumigo, we built a robust data foundation:
- Capturing request and response payloads for over 500 services.
- Offering the most complete tracing solution, ensuring users can always trace back to the root cause.
- Correlating data sources, including traces, logs, and metrics, to create a unified view.
This comprehensive dataset gives Lumigo CoPilot a significant edge in resolving production issues efficiently and accurately.
Tip: Invest in your data infrastructure. Prioritize capturing, organizing, and correlating data that will empower your GenAI models to deliver insights with confidence.
4. Start with Your Basic Users
While it’s tempting to focus on advanced use cases, begin by solving problems for your basic users. Why?
- Even simple insights can deliver significant value to less-experienced users.
- A larger base of basic users accelerates adoption.
- You can iterate faster, scaling to serve advanced users later.
For Lumigo, this meant prioritizing SREs and junior developers. Senior architects and experienced developers already possess deep system knowledge and can solve issues quickly. Junior users, on the other hand, benefit greatly from Lumigo CoPilot’s insights, making it easier for them to adopt and trust our solution.
Tip: Identify your core user personas and their pain points. Prioritize features that deliver maximum value to the majority before scaling to advanced use cases.
Unlock GenAI’s Full Potential
GenAI is reshaping how businesses deliver customer value, but its success depends on thoughtful implementation. By focusing on critical user journeys, filtering for GenAI-compatible processes, leveraging a strong data advantage, and starting with basic users, you can unlock its full potential.
At Lumigo, these principles guided us as we built Lumigo CoPilot, enabling us to help users solve production issues faster than ever before. As you embark on your GenAI journey, remember: the key to maximizing customer value is a relentless focus on solving the right problems with the right tools.
Ready to explore how GenAI can transform the way you resolve issues in production? Visit lumigo.io to learn more!