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Cybertruck began to arrive to customers: how Tesla’s success depends on it

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Elon Musk introduced the futuristic Cybertruck pickup truck in 2019, but the first customers received the car only in 2023. Let’s look at why the Cybertruck is extremely important for the Tesla product line

What’s the trend?

In 2019, Tesla became the leader in the global electric vehicle market. The volume of deliveries amounted to 367.5 thousand vehicles, which is 50% higher than in 2018. On the wave of success, the head of the corporation, Elon Musk, announced the Cybertruck. This is a futuristic car with which Tesla began producing pickup trucks.

Deliveries were initially scheduled for 2021. However, the Cybertruck has faced delays due to its unusual design. In particular, the body of the angular pickup truck was promised to be made of stainless steel, and a WSJ source said that the company “spent months” to lighten the design. Therefore, the car began to be delivered only on November 30, 2023. Peter Wells, Professor of Business and Sustainability at Cardiff University, said : “Tesla is going through a difficult transition. The corporation used to be a rule-rewriting innovator, but now it’s just one of the [electric vehicle] manufacturers trying to maintain sales volumes. In many ways, the future of the company depends on the Cybertruck.”

Tesla’s position in the world

In China, Tesla faces numerous regional rivals and ranks second in sales behind Shenzhen-based BYD. The corporation’s share in the electric vehicle market fell from 15% in 2020 to 10% in 2022 and continues to decline.

In Europe, Tesla reduced prices in 2023. According to Wells, the company faces the problem of any growing corporation: producing in large volumes has a positive impact on costs, but undermines exclusivity and the ability to maintain premium prices. Tesla continues to be the European leader, maintaining about 20% of the electric vehicle market. However, the Cybertruck will not affect these figures: American pickups are not suitable for the narrow streets of European cities.

The Cybertruck is a product primarily for the American market, where Tesla has also cut prices in early 2023. Tesla’s U.S. sales are up over 2022, but the company is also losing 57% of the market to rivals.

Cybertruck potential

Buyers have already reserved 2 million Cybertrucks, and the waiting list for it is five years. The spread of pickup trucks will demonstrate whether Tesla can increase production and maintain premium prices. Peter Wells adds : “The car’s styling may not appeal to the traditionally conservative segment. The stated characteristics are impressive, but perhaps they are unnecessary – the ability to tow a load weighing 6.4 tons will rarely be useful.

Problems with Cybertruck

Early production of the Cybertruck presented a number of challenges. The models had many problems with build quality and finish. These included large gaps in the panels, as well as bubbles and other defects in the plastic film of the case. Peter Wells emphasizes : “If the Cybertruck is not a success, then Tesla’s entire product line will be obsolete, and the company will have to defend its market share from competitors.”

Metricool review: the tool to manage and analyze your social networks in 2024?

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metricool logo

Result of our test : 4.7/5

Metricool is accessible software for managing your social networks daily and boosting your visibility.

When you are present on the internet , it is almost obligatory to have an account on several social networks . But then it becomes difficult to manage publishing content on different social media without getting lost.

To make your life easier, there is social network management software . Among them, we will present to you in this test Metricool , an affordable tool for managing your accounts on the networks on a daily basis and boosting your visibility .

🕰️ No time to read everything? Here’s what you need to remember:

👉 Planner : Create a publishing calendar so you never run out of posts for your networks!
👉 Management of private messages : No matter which social network you receive a message on, find it on the Metricool interface.
👉 Free version : Use the tool for free to program up to 50 publications/month.
👉 Monitor : Analyze your competitors’ popular posts to determine which themes are popular.

 

Presentation of Metricool

Metricool is a social media management tool . This platform will connect to your Facebook , Instagram , TikTok , Twitter and other accounts in order to centralize their management . In short, you will be able to publish and schedule the publication of content directly from the software.

Besides, this tool also allows you to manage your comments and private messages . Here too, Metricool will group together all the comments and PMs that you receive on your different networks. You can answer it directly from the platform.

You will also be able to analyze the results of your publications , but also of the advertising campaigns that you run on social networks.

 

Who is Metricool for? 

Metricool is suitable for all content creators who post on different social networks . Thanks to this tool, you will be able to save time while optimizing your results . Among Metricool users, there are several profiles.

This tool is ideal for influencers who want to plan content publishing and analyze their social media    performance .

The platform is obviously suitable for companies that communicate on social networks . In this case, the software will allow you to publish on several social media, but also to monitor and respond to prospects’ questions in comments or private messages.

With Metricool, you will have the possibility to manage the social networks of several people. The software therefore becomes essential for agencies or professionals who manage the communication of different companies.

Metricool features

Metricool offers many features and not all of them will necessarily be useful to you on a daily basis. We will therefore present to you the main functions of this software .

Planner 

The main functionality of Metricool is the ability to schedule the publication of your content . The operation is very simple. You will simply have to integrate the text and images that you want to publish on a social network.

Then you can select which social media you want to publish this content on . The software then lets you choose the desired publication date . Of course, you can also publish your content immediately . Or, you can repeat this operation to plan posts over several months .

metricool editorial calendar

Analytic 

By connecting your accounts with the software, you will obtain a bunch of statistics tracking your performance. You will be able to see in no time the number of likes , comments , shares that your content generates. But the platform also indicates the engagement rate , the number of subscribers gained and others.

metricool analytical

Beyond the results of your publications , the tool also allows you to analyze the performance of your advertising campaigns.

Competition analysis  

Metricool is also software that will allow you to monitor . The platform offers an easy-to-use feature that analyzes your competitors’ accounts on social networks. By indicating to the tool the profile you want to spy on , you will be informed of its publications that generate the most engagements, comments and others.

metricool competition analysis

This allows you to see what type of content is popular in your topic. You can also recover the hashtags that work in order to reuse them to boost the visibility of your publications.

Inbox

Metricool allows you to centralize all the private messages you receive on your social networks via a single interface. Directly from the software, you will be able to respond to your private messages , regardless of the social network where you received them.

This feature also supports comments . The tool detects all the comments that are posted under your publications. Ideal for never missing any comments and not leaving a question or a dissatisfied customer unanswered .

Metricool prices

 

Metricool offers 3 premium plans as well as a free version:

metricool prices

Depending on the subscription plan you choose, you will have access to more or fewer options:

  • Starter : 2000 contents/month, analysis of 100 competitors, AI assistant, unlimited statistics history
  • Advanced : starter features + 5000 contents/month, role management, post validation system, Zapier integration, etc.
  • Enterprise : advanced features, 10,000 contents per month + white label

By opting for the free version , you can manage your accounts on all networks except LinkedIn. This version gives you the possibility to schedule the publication of 50 contents and analyze 5 competitors .

Advantages disadvantages 

After testing Metricool for several weeks, here are the strong and weak points that emerge:

Advantages 

✅ Ability to plan the publication of content over several months

✅ Competitor analysis tool

✅ Free version

✅ Good value for money

The inconvenients

❌ No trial period

In summary: our opinion on Metricool

 

In short, Metricool is a very comprehensive tool that will allow you to collect a lot of data in order to improve your visibility on social networks. But above all, it is software that will simplify your life and save you time on a daily basis.

It is one of the most affordable tools for social media management . In addition to this, the platform offers a free version which is more than enough for a small creator.

The tool is a real Swiss army knife and is suitable if you work in a team. You will be able to create an editorial calendar , monitor , manage your private messages , design detailed reports and more from a single interface!

If you want to gain visibility on social media , we strongly invite you to use Metricool. You will be able to obtain precise information on your publications in order to maximize your chances of success on the networks.

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The alternative to Metricool 

Being present on the internet is essential today. Many tools have therefore emerged in recent years to help creators manage their social networks . Here are some alternatives to Metricool:

Agorapulse is themost popular social media management software. This platform will allow you toplan the publication of your contenton several social networks at the same time. But you will also be abletomonitorautomaticallyand manage your comments and private messages.

Hubspot is a tool known for CRM, but which also allows you tomanage your social networks. Thanks tostatistical analysis,you will know the best time to publish your content in order to maximize your results. The platform also allows you to doA/B testingin order to try different digital strategies.

Later is a platform designed to schedule the publication of content on several social networks simultaneously. You will also be able to view all the comments and private messages that you receive in order to respond to them directly on the tool interface.

How to use Metricool? 

As you can see, Metricool offers a bunch of different features. We are going to introduce you to the most used function, the scheduler . As its name suggests, this option allows you to prepare in advance the publication of content during a defined period.

To schedule content publishing, it only takes a few minutes. You simply have to integrate your content ( text, images, links, GIFS, etc. ) directly into the interface. Right after, you will have to select the social networks on which you want to publish this content .

metricool planner

Then, the tool will show you the time that seems most optimal for posting your content. Depending on the data collected by Metricool, you will see when to post to get the most engagement.

When to post on TikTok? Here are the latest studies (2024)

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Tiktok is a social network that has literally exploded in recent years . Thanks to its developed algorithm, the platform allows all creators to achieve a lot of views in a short time .

To perform on this application, you still need to know when to post your content to have a maximum chance of success . We will present you with all the statistics on the best times to post your videos on TikTok.

The best days and times to post on TikTok 

Metricool analyzed over 3 million videos to determine which content receives the most views based on the day it is posted.

The best days of the week for posting 

As you can see, there is little difference between the average number of views of a video depending on the day it is posted. The day of the week that gets the most views is Tuesday , followed by Monday and Wednesday. The beginning of the week is usually a good time to post on other social networks as well.

metricool post date tiktok

Below, we can observe the average number of comments a video receives depending on its publication day. Unlike the previous graph, this time it is the weekend days which obtain the best results .

Tiktok users post more comments on videos posted on Friday and Saturday .

comment by tiktok post

Note that Sunday is the day when the fewest videos are posted on the platform. While Wednesday is the day when the most videos are added on TikTok .

The social network offers a “ For you ” tab to each user. This section offers personalized content for each user according to their preferences on Tiktok. Generally, the content that is highlighted in this tab was published less than 48 hours ago .

This is why it is important to publish content regularly . TikTok recommends posting 1-4 videos per day . But it seems very difficult if you don’t have the budget for content creation or if you are the only one publishing videos. The Metricool study indicates that the accounts that obtain the best results publish at least 3 videos per week .

Preferred publication times 

In order to get the most views and engagement possible, you need to find the best day, but also the most suitable time to publish your content. In other words, the time when you can reach the most users on the application.

Hootsuite carried out a study in which 30,000 publications were analyzed . This study showed that the best time to post and get the most engagement is 7 p.m.

Here is a summary of the best times for each day of the week to post according to the results of the study conducted by Hootsuite:

  • Monday at 10 p.m.
  • Tuesday at 9 a.m.
  • Wednesday at 7 a.m.
  • Thursday at 7 a.m.
  • Friday at 3 p.m.
  • Saturday at 11 a.m.
  • Sunday at 4 p.m.

Another study, that of influencermarketinghub, indicates the best times to publish in the USA to reach the widest audience. After analyzing 100,000 publications, here are the results:

  • Monday: 4 and 10 p.m.
  • Tuesday: 4, 8, 10 and 3 p.m.
  • Wednesday: Noon and 1 p.m.
  • Thursday: 5, 3 and 6 p.m.
  • Friday: 1, 11, 7 and 9 p.m.
  • Saturday: 5 p.m.
  • Sunday: 1, 2, 1, 2 and 10 p.m.

How to use this data to get more views? 

Tiktok is undoubtedly the social network where it is easiest to get views . Unlike other platforms, even an account with few subscribers will be able to post videos and get hundreds of thousands of views . It is therefore the application where there are the most opportunities to get started and have online visibility.

As you can see, the ideal time to post differs depending on the location of your audience . You will have to adapt if your audience lives in France, the United Kingdom, the United States, etc.

If you want to have an estimate of the best time to post your content on TikTok or another social network, we invite you to use the influencermarketinghub simulator .

If this topic interests you, you can consult our guide on how to break into TikTok .

Can other factors influence a video’s view potential? 

The Metricool study indicates the average number of views per video based on the amount of subscribers an account has.

number of tiktok views subscriber range

As you can see, the more subscribers a TikTok profile has , the easier it will be for it to get views . Even if the Tiktok algorithm allows small accounts to explode, we nevertheless see that it favors profiles which already have a certain audience.

Accounts that have a large audience are more likely to be recommended to TikTok users in the “ For You ” section. It is thanks to this tab that videos generate the most views.

Another important factor is obviously the length of the video . TikTok allows you to publish a video of a maximum duration of 10 minutes. On Tiktok, the majority of content lasts between 15 and 30 seconds .

Regarding video length, the Métricool study indicates that content longer than 54 seconds is the one that receives the most views . Generally speaking, we recommend that you avoid content that is too short, which is poorly received by the TikTok algorithm.

According to this same study, the frequency of publication influences the number of views . “ Huge ” accounts , i.e. profiles with more than 50,000 subscribers, publish on average 2 videos per day. “ Tiny ” accounts which have between 0 and 100 subscribers publish on average one video every two days.

In conclusion

Thanks to several studies carried out on thousands of accounts and publications, we know the best times to publish content on TikTok. By following these recommendations, you will surely be able to increase the visibility and engagement of your videos.

However, we should not necessarily place blind trust in these figures. The best thing to do is to rely on your own experience and try different posting times . Each account will have to adapt to the desires and availability of their audience.

It may be difficult to determine which time is best for posting your videos. Some social media management tools like Hootsuite will automatically estimate the best time to post your videos based on your results. You will also be able to more easily test several publication schedules to find out which one works best depending on the type of users you are targeting.

TikTok Analytics allows you to see several TikTok statistics on the performance of your videos. You will therefore be able to easily observe which day of the week performs the best. This section details the number of views you achieve each day of the week in graph form.

Les 7 meilleurs outils de gestion des tasks (to do list) en 2024

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📢 Too busy to read everything? Here is the best task management tool (to-do list) in 2024:

Monday.com shines as a task management tool thanks to its intuitive interface and deep customization, offering a project management and collaboration experience in a fluid and efficient team. Don’t miss this opportunity by clicking here.

In 2024, the field of task management has undergone a major evolution, adapting to dynamic changes in the ways we live and work. With the increasing complexity of daily responsibilities, efficiency, and organization have become essential pillars for both professionals and individuals.

Task management tools, or “to-do lists,” have transcended their traditional form to become sophisticated solutions, integrating advanced technologies such as artificial intelligence and automation. These developments mark an era where time optimization and efficient business management are crucial.

In this article , we’ll dive into the world of task management tools in 2024 , examining their features, their impact on productivity, and their adaptation to the varied needs of our times.

🕰️ No time to read everything? Here is a summary of the best task management tools in February 2024:

1️⃣ Monday.com: Leading companies like Uber trust this platform, perfect for project management and centralizing information. Thanks to its modular visual tables, its agile project management, and its numerous integrations, it proves to be a key tool for boosting team productivity.
2️⃣ Todoist
: A complete solution to organize both your personal and professional life. More than 30 million people use Todoist for its ability to bring focus and organization with its quick and intelligent addition of tasks, recurring due dates, reminders, and integrations with more than 80 apps.

1/ Monday.com: The best task management tool

monday.com interface

 

Presentation

Monday.com is not just a tool, it is a revolution in task and project management. Used by more than 180,000 businesses around the world, including prestigious names like Uber, Carrefour, and Renault, Monday.com stands out for its ability to simplify and centralize all your work.

It is a platform designed to meet a multitude of needs, whether for small structures or multinationals.

If you want to know more, check out our test and review on Monday.com.

Why choose Monday.com?

Choosing Monday.com means choosing a platform that has proven itself. She has helped companies like Genpact improve their cross-team collaboration by 40%.

With Monday.com, you can be sure of benefiting from an all-in-one and flexible solution. The platform offers a level of customization that allows each team to tailor it to their unique processes .

Additionally, its user-friendly design makes it easy to use, even for those who are not tech-savvy.

Features:

  • Customizable visual boards : Centralize your projects with unparalleled flexibility.
  • Various integrations : Gmail, LinkedIn, Zoom, and more for better synchronization.
  • Agile Management : Perfect for product development teams with features like sprint planning.
  • Automation : Reduce time spent on recurring tasks with intelligent automations.
  • Resource management : Effective allocation and management of resources to balance workloads.

Advantages

✅ All your work, in one place.

✅ Adapt every aspect of your work.

✅ With up to a 40% increase in cross-team collaboration, according to users like Genpact.

✅ Customizable dashboards to track your goals.

The inconvenience

❌ Can be a little intimidating at first with all its features.

2/ Todoist: Simplifies daily task management

todoist interface

 

Presentation

Todoist is a complete software, perfect for organizing your life and work . More than 30 million people and teams, including at renowned companies like Microsoft, Disney, BlaBlaCar, Airbus, L’Oréal and Orange, have chosen Todoist for its ability to provide focus, organization and peace of mind.

Why choose Todoist?

Thanks to its natural language recognition, Todoist automatically fills your to-do list. Lists are sorted into Today and Next views, as well as custom filters, allowing you to focus on what really matters. It’s the perfect tool for organizing both your teamwork and your personal tasks .

Features:

  • Quick and intelligent addition : Capture your tasks easily using natural language.
  • Recurring due dates and reminders : Never miss a deadline.
  • 80+ integrations : Connect Todoist with your favorite apps.
  • Projects, subtasks, and priorities : A detailed organization of your tasks.
  • Filtered views and calendar : A clear view of your schedule to plan better.

Rate

  • Starter (Free) : Perfect for getting started, with 5 personal projects, flexible presentations and 3 filtered views.
  • Pro (€4/month, billed annually): Ideal for more advanced use, offering 300 personal projects and unlimited activity history.
  • Business (€6/member/month, billed annually) : Designed for teams, with 500 team projects, roles and permissions, and centralized billing.

Advantages

✅ A user-friendly and easy-to-learn user interface.

✅ Manage both your personal and professional tasks.

✅ Your tasks are always up to date on all your devices.

✅Views and organizations that adapt to your needs.

The inconvenients

❌ May be less suitable for managing highly detailed or technical projects.

3/ Asana: Collaboration and fluid project management

asana interface

Presentation

Asana is not limited to being just a task manager, it is a complete solution for planning and executing all your team’s activities .

This platform helps you identify the tasks to be completed, their priority, and the best path to follow to complete them successfully.

Asana is the choice of many teams around the world for its ability to bring all work into one shared space, providing diverse project views for optimal collaboration.

Why choose Asana?

You should opt for Asana because it’s a tool that helps you stay organized and communicate continuously . You benefit from a clear view of each project, from planning to execution.

Asana is particularly effective for managing dependencies between tasks and creating reliable project plans.

With over 200 integrations, Asana centralizes all your activities on a single platform, making communication and collaboration easier from A to Z.

Features:

  • Diverse project views : Organize your work as a list, calendar, timeline, Gantt chart or Kanban board.
  • Project Management : Manage your projects from A to Z with a clear overview and status updates.
  • Automation of recurring tasks : Save time by automating repetitive actions.
  • Time tracking : Measures the time spent on each task for better resource management.
  • Custom Fields : Adds labels to tasks for more efficient automatic sorting and reporting.

Advantages

✅ A precise understanding of each project and its progress.

✅ Choose the view that best suits your needs for each project.

✅ Reduces time spent on repetitive activities.

✅ Easily connects Asana to other essential tools.

The inconvenients

❌ Fuller versions can be quite expensive, especially for larger teams.

4/ Jira: The ideal tool for agile development

jira interface

Presentation

Jira is uniquely designed for agile teams involved in developing and maintaining world-class software.

He is recognized for his ability to plan, monitor and manage software development projects . With Jira, you can easily plan ahead and scale quickly, a necessity in the dynamic software development environment.

Why choose Jira?

Jira is the tool of choice for teams adopting agile methodologies . Its features include an interactive timeline, Scrum and Kanban boards , and in-depth reporting and analytics.

Jira stands out for its great flexibility, allowing users to select between projects managed at the company or team level. And all this while offering the possibility of creating personalized workflows adapted to any work methodology.

Features:

  • Interactive timelines : Plan your epics, map tasks, and visualize dependencies.
  • Scrum and Kanban boards : Facilitates agile work by dividing large projects into manageable tasks.
  • Reports and analyses : Obtain precise insights into the progress of your projects.
  • Drag-and-drop automation : Automate recurring tasks so you can focus on what matters.
  • DevOps Visibility : Instantly see the code and deployment situation with a visual view.

Advantages

✅ Adjusts to various project management approaches.

✅ Ideal for agile teams thanks to its dedicated features.

✅ Reduces time and energy consumption on recurring activities.

✅ Effortlessly integrates a wide range of other tools.

The inconvenients

❌ Fuller versions can be expensive.

5/ Trello: A very simple tool to use

trello interface

Presentation

Trello stands out for its simplicity and adaptability as a task and project management platform. Used by millions of users around the world, Trello allows you to centralize all your content and collaborate effectively , even in distributed teams.

With its boards, lists and cards, Trello offers a clear and organized view of your tasks, allowing you to easily follow the progress of your work.

Why choose Trello?

Trello is the perfect tool for those looking for an intuitive and visual productivity hub . Its boards keep tasks organized and move work forward seamlessly.

Lists help you define the different phases of a task, and cards represent individual tasks, filled with useful information to complete your work.

Features:

  • Boards, Lists and Maps : A modular approach to organizing and visualizing tasks.
  • Timeline and calendar view : Plan your projects with a clear overview of deadlines and deadlines.
  • Butler Automation : Builds simple, powerful automation into every board to handle repetitive tasks.
  • Integrations : Connects Trello to other apps and services to extend its functionality.
  • Templates : Accelerates the implementation of new projects thanks to pre-designed templates.

Advantages

✅ Easy to understand and use interface.

✅ Gives a clear view of the progress of projects.

✅ Easily adapts to various types of workflows.

✅ Numerous Power-Ups to expand Trello’s capabilities.

The inconvenients

❌ May not be suitable for projects requiring detailed and technical management.

6/ Canva: To develop your creativity and your designs

canva interface

Presentation

Canva is an online graphic design application launched in 2013, which revolutionized the world of graphics with its ease of use.

Accessible through both browser and mobile devices, it is suitable for both novices and experts. With an estimated 75 million users in 190 countries and more than 7 billion designs created, Canva is positioned as an essential tool in the field.

If you want to know more, check out our test and review on Canva .

Why choose Canva?

Canva stands out for its ergonomic and intuitive interface , making graphic design accessible to everyone, even without particular graphic design skills. Its simplicity, combined with a wealth of features, makes it an ideal choice for a wide range of graphics projects.

Features:

  • Drag-and-drop editor : Makes it easy to create designs quickly.
  • Template Library : Offers a variety of templates for various needs.
  • Importing personal content : Allows you to integrate your own images, videos and graphic elements.
  • Resizing and sharing tools : Simplify distribution on social media and other platforms.
  • Collaboration options : Allow teamwork on projects.

Advantages

✅ Designed to provide an intuitive user interface.

✅ Offers a wide range of tools and features for graphic design.

✅ Integrates collaboration tools for improved team project management.

✅ Offers offers tailored to various requirements and budgets.

✅ Compatible with many third-party apps.

The inconvenients

❌ Requires an internet connection to take advantage of all its features.

❌ Offers fewer features and export options than paid editions.

7/ Evernote: Organize your ideas in one place

evernote interface

Presentation

Evernote is a versatile note-taking and organizing application designed to capture, store and manage a variety of information . Used in both a personal and professional setting, it offers tailored solutions for organizing tasks, projects, and much more.

Why choose Evernote?

Evernote stands out for its ability to centralize and synchronize all your important information . Whether for meeting notes, project management, or capturing spontaneous ideas, Evernote is a reliable tool for staying organized and efficient.

Features:

  • Advanced note-taking : You can create, edit and store your notes in various formats.
  • Organize tasks and projects : Add due dates, reminders and labels to better organize your tasks.
  • Sync across multiple devices : Access your notes from any device.
  • Smart Search : Quickly find what you’re looking for with an advanced search function.
  • Integrations : You can connect Evernote to other tools like Google Calendar, Slack, and Microsoft Teams.
  • Offline Access : Continue working even if you don’t have an Internet connection

Advantages

✅ Evernote accommodates a wide range of needs and work styles.

✅ Keep your information consistent and accessible across all your devices.

✅ Quickly find the information you need.

✅ Advanced tools for effective task and project management.

The inconvenients

❌ Fewer features and storage capacity compared to paid versions.


We sincerely hope that you enjoyed this comparison of the best collaborative task management tools!

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What is ITSM? Benefits, tools and best practices

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ITSM (Information Technology Service Management) refers to the management of IT services and their end-to-end delivery to customers.

It takes into account the entire process, whether design, creation, delivery, or support. Lemon Learning invites you to discover the advantages of ITSM, its tools, and its best practices.

Better understand ITSM

ITSM refers to how an organization manages its people, processes and technology in order to deliver  IT services. It includes their entire life cycle, integrating several tasks at different levels such as:

  • plan and manage IT systems,
  • resolve or prevent problems,
  • manage the budget, etc.

We thus understand that the usefulness of ITSM in terms of management for this type of business goes well beyond simple IT support.

By contributing to the entire process and management, its implementation brings considerable benefits and constitutes a  driver of commercial value .

What is data loss prevention? Why and how to implement it? Lemon Learning offers you more explanation about DPL and the tools it puts at your disposal.

What are the advantages of ITSM?

Managing IT systems is essential. The main benefits of ITSM  relate to improving the quality and efficiency of IT services. It also allows for cost reduction and resource optimization.

Companies standardize their  IT processes with the uniformity of ITSM infrastructure. This allows them to be more efficient in their IT operations. Automation eliminates repetitive or manual tasks and simplifies actions such as incident and ticket management. The IT team can then focus on higher value tasks.

By reducing manual workload, recruitment requirements are limited and operating costs are lowered. ITSM also makes it possible to anticipate and prevent problems that could involve an interruption of activity or service. The company also has the means to recover more quickly after an incident.

An  ITSM system  will be based on ITIL (Information Technology Infrastructure Library) to ensure technical management within an organization. Employees will be able to work productively with IT services adapted to the needs expressed. ITSM can also use the DevOps framework which emphasizes continuous development, integration and automated delivery.

What are the popular ITSM tools?

itsm

An  ITSM tool  refers to software that offers IT services. There are mainly three types of tools, namely:

  • support centers that facilitate contact with customers’
  • technical support allowing customers to find solutions to their problems,
  • tools that monitor servers and applications.

Service Desk is an example of ITSM software. Offered by SolarWinds, the tool helps users manage  IT environments  where employees work remotely and where equipment is numerous.

You also have the Octopus-ITSM software which complies with the ITIL standard. Its installation makes it possible to organize work in a company based on automatic processes. It is a tool that monitors incidents and reduces the number of requests to the IT department.

Adopted by several companies, Zendesk ensures exchanges with customers through online chat, by email or on social networks. All messages are centralized to prevent certain tickets from being missed by agents.

You will therefore choose your tools among the solutions available on the market according to the functionalities and performances sought.

Best practices in ITSM

For an effective implementation of ITSM, certain principles are essential. Best practices include:

  • alignment with business objectives,
  • investing in good tools,
  • the use of a frame,
  • communication within the company,
  • the formation continues,
  • starting with easy-to-achieve goals.

ITSM can constitute a real  strategic lever when business objectives are included from the start. It is an approach that allows the organization to optimize its IT services, but also its commercial approaches.

The best tools make it easy to empower workflows. This results in more efficient and faster service delivery. You have measurable data in terms of processes and results for continuous improvement of the company’s activities.

Preferred frameworks such as ITIL, COBIT or ISO are references that you can adapt to your organization. You will have an interesting base, instead of starting from scratch to find the appropriate strategy.

The application of ITSM  sometimes turns out to be complex. Communication in simple, understandable language promotes information sharing and improves employee engagement.

Ongoing employee training may also be necessary to facilitate the implementation process. It is also recommended to start with goals that are easy to achieve, as the first achievements can strengthen the motivation and confidence of those involved.

ITSM IT Service Management provides a strategic approach to businesses that can ensure their processes and technologies achieve their goals. It relies on different tools to improve its efficiency while reducing costs. It is a real development asset when you adopt good practices to successfully implement it.

What is Microsoft Entra ID? Easy-to-understand explanation of differences and functions with Azure AD

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table of contents

What is Microsoft Entra ID?

Microsoft Entra ID 3 plans and prices

Why do I need a Microsoft Entra ID?

5 features of Microsoft Entra ID that you should know about

If you want to make the most of the security features of Microsoft Entra ID, please consult “Microsoft 365 Security Diagnosis.”

“LANSCOPE Security Auditor” prevents information leaks in Microsoft 365 with “log monitoring.”

summary

Microsoft Azure Active Directory (Azure AD) has been renamed to “Microsoft Entra ID” from October 1, 2024. Microsoft Entra ID is a cloud-based ID and account management service provided by Microsoft that supports safe and efficient operation of Microsoft 365, Microsoft Azure, and related services.

To accommodate the diverse work styles of recent years, many companies are introducing cloud services into their operations.

However, by introducing multiple cloud services,

login information may be stolen by a third party and unauthorized login to the cloud
may occur. Confidential information may be viewed by outsiders or employees who are not authorized to do so due to insufficient access privileges.

It is also true that serious security incidents occur frequently in Japan, where file information is taken out by a third party due to a mistake in the sharing settings .

By using Microsoft Entra ID, you can solve the above security issues with features such as multi-factor authentication and single sign-on. Administrators can also centrally manage cloud service accounts, which can reduce their operational burden.

In this article, we will explain in an easy-to-understand manner the overview, plans, main functions, and changes with Azure AD of “Microsoft Entra ID” that you should know about.

▼To summarize this article

  • Microsoft Entra ID is the former name “Microsoft Azure Active Directory.”. From October 1, 2023, the name has changed without changing the content or functions.
  • Microsoft 365 authentication infrastructure (a mechanism for centrally managing ID and authentication information at the time of login)
  • Microsoft’s cloud-based security product group “Microsoft Entra” has eight products in three categories, including Microsoft Entra ID.
  • There are three plans: Microsoft Entra ID Free, Microsoft Entra ID Premium P1, and P2, and the latter has more features. Free is free for Microsoft 365 users
  • Main features include “multi-factor authentication,” “privileged ID management,” “single sign-on,” “conditional access,” and “protected ID.”

What is Microsoft Entra ID?


Microsoft Entra ID is one of the products in the “Microsoft Entra” security product group provided by Microsoft , and is a service that manages cloud ID and access management for connecting to data.

Microsoft Entra ID enables users to securely access services from any location, on any device . Specifically, we use functions such as multi-factor authentication, conditional access, and single sign-on to prevent damage such as unauthorized access and information theft by third parties.

Microsoft, which aims to integrate the Entra product family, has changed the name from Azure Active Directory (Azure AD) to “Microsoft Entra ID” from October 1, 2023.

However, the content and functionality of the service itself will not change, and if you have been using Azure AD, you can continue to use the same functionality without having to renew your contract or undergo changes.

With this name change, the names of each plan for Microsoft Entra ID (formerly AzureAD) have also been changed as follows.

Until now From October 1, 2023
Azure AD Free Microsoft Entra ID Free
Azure AD Premium P1 Microsoft Entra ID P1
Azure AD Premium P2 Microsoft Entra ID P2
Azure AD External Identities Microsoft Entra External ID

Microsoft Entra ID is the authentication foundation for Microsoft 365

In recent years, with the spread of cloud services, an increasing number of companies are introducing Microsoft 365. Microsoft365 (formerly Office365) is a subscription-type (monthly billing) cloud service that allows you to use Office applications such as Word and Excel online.

Speaking of Microsoft Office, the end of support for Office 2021, the latest packaged (one-time purchase) version, is approaching on October 13, 2026, and the release of a new packaged version of Office is undecided. It appears that Microsoft is recommending a shift to Microsoft 365.

Microsoft Entra ID is used as the authentication infrastructure for Microsoft 365 (a system that centrally manages ID and authentication information at the time of login). Therefore, users using Microsoft 365 are necessarily using their Microsoft Entra ID for authentication.

Microsoft Entra ID can be used as an authentication platform for cloud services other than Microsoft 365, and as Microsoft 365 becomes more popular, the use of Microsoft Entra ID across multiple services may become established.

What is Microsoft Entra?

To begin with, “Microsoft Entra” is the name of a cloud-based security product group announced by Microsoft in May 2022.

Microsoft Entra has three categories: “Identity and Access Management,” “New Identity Categories,” and “Network Access,” and there are a total of eight products, including Microsoft Entra ID (the “Identity and Access Management” category).

Identity and access management New ID category network access
Microsoft Entra ID
・Microsoft Entra ID Governance
・Microsoft Entra External ID
・Microsoft Entra Verified ID
・Microsoft Entra Permissions Management
・Microsoft Entra Workload ID
・Microsoft Entra Internet Access
・Microsoft Entra Private Access

By changing Azure Active Directory (Azure AD), which was previously easily confused with on-premises Windows Server Active Directory (AD ), to Microsoft Entra ID, Microsoft has confirmed that it is a service in the Microsoft Entra product family. I showed it clearly.

Microsoft Entra ID 3 plans and prices


Microsoft Entra ID has three plans

: Microsoft Entra ID Free
, Microsoft Entra ID Premium P1
, and Microsoft Entra ID Premium P2 , each with different features.

There is no need to sign up for Free, and you can use it for free by signing up for a cloud subscription such as Microsoft 365 or Microsoft Azure . The main focus will be on Microsoft 365 user management functions.

P1 is available as a stand-alone contract and is included in Microsoft 365 E3 and Microsoft 365 Business Premium . Similarly, P2 is included in Microsoft 365 E5 as well as a standalone contract .

Additionally, P1 and P2 users can additionally purchase the “Microsoft Entra ID Governance (¥880 user/month)” plan, which provides all the features of Microsoft Entra ID Governance mentioned above.

▼Microsoft Entra ID About prices and features of each plan

Microsoft Entra ID Free Microsoft Entra ID Premium P1 (¥750 user/month) Microsoft Entra ID Premium P2 (¥1,130 user/month)
Authentication, single sign-on, and application access
Management and hybrid identity
End user self-service
Multi-factor authentication and conditional access
identity protection
Event logs and reports
identity governance

Function: 〇=included, △=partially included, ✕=not included

Why do I need a Microsoft Entra ID?


Before cloud services became widespread, Active Directory (AD) was generally an authentication system used on-premises, such as in-house networks.

However, with the spread of diverse work styles such as telework, opportunities to utilize cloud services have increased, making it difficult to securely manage authentication using traditional on-premises AD alone.

Additionally, with the increased use of cloud services, organizations and employees are facing the following challenges .

・Since employees use multiple cloud services in a day, it takes time and effort to authenticate each time . ・It takes a lot of man-hours for
administrators to manage the accounts of all their employees . ・As unauthorized access methods become more sophisticated, traditional authentication that relies only on IDs and passwords cannot prevent intrusions.

Microsoft Entra ID was created to resolve these issues in both operational efficiency and security.

First, by using Microsoft Entra ID, you can centrally manage account authentication and access to applications, regardless of whether you are in a cloud, on-premises environment, or a mixed environment.

Next, by using the “single sign-on” feature of Microsoft Entra ID, users can log in once and automatically access multiple linked cloud services. Users do not have to log in each time they use a service, which improves their work efficiency.

▼Comparison with and without introducing single sign-on

Furthermore, with Microsoft Entra ID, you can set authentication methods that do not rely solely on IDs and passwords, such as multi-factor authentication and passwordless authentication , to further strengthen the security of Microsoft services and linked cloud services. It is possible to make it into something.

Multi-factor authentication (MFA) is a security method that combines regular ID/password authentication with other methods such as one-time passwords and fingerprint authentication to log in to services.

▼Image of multi-factor authentication

Even if a user’s Microsoft account ID and password are leaked and an attacker tries to log in to the service illegally, the other authentication (biometric authentication or one-time password) cannot be breached . , can prevent unauthorized logins by attackers.

Similarly, “passwordless authentication”, as the name suggests, is a mechanism that allows users to log in to services without using a password, using biometric authentication, device authentication, or authentication via push notifications.

With Microsoft Entra, it is possible to set the following authentication methods according to the user’s wishes.

Authentication method Security ease of use
Windows Hello for Business high high
Microsoft Authenticator high high
Authenticator Lite high high
FIDO2 security key high high
Certificate-based authentication high high
OATH Hardware Token (Preview) During ~ During ~
OATH Software Token During ~ During ~
Temporary Access Pass (TAP) During ~ high
SMS During ~ high
audio During ~ During ~
Password low high

 

As cyber-attacks become more sophisticated, Microsoft Entra ID, which enables secure authentication, is essential for cloud service users.

If you have already implemented Microsoft Entra ID, it is a good idea to periodically check your company’s authentication status to ensure that you have correctly configured secure authentication status such as single sign-on and multi-factor authentication.

5 features of Microsoft Entra ID that you should know about


Here are five key security-enhancing features of Microsoft Entra ID.

1. Multi-factor authentication
2. Conditional access
3. Single sign-on (SSO)
4. Identity protection
5. Privileged ID management

*Available features vary depending on Microsoft Entra ID plan.

1. multi-factor authentication

The first is multi-factor authentication, which was introduced earlier.

No matter how long and strong your password is, if it is leaked and falls into the hands of an attacker, there is a risk that unauthorized access to multiple services may be possible. Attackers use various methods to attempt unauthorized logins, such as purchasing a list of passwords on a dark web market or spying on the target PC from behind to steal passwords.

Under these circumstances, multi-factor authentication, which is an authentication method that does not use passwords, is attracting attention as a way to fundamentally solve fraudulent logins.

Microsoft Entra ID multi-factor authentication

Microsoft Authenticator (fingerprint authentication, face authentication, PIN data)
Authenticator Lite (in Outlook: one-time passcode for mobile devices)
Windows Hello for Business (fingerprint authentication, face authentication, iris authentication, PIN data)
FIDO2 security key (insert security key)
SMS
Voice call

Other forms of authentication can be used.

2. Conditional Access

When accessing cloud services, you can set access conditions for each user or group to prove that you are a secure user.

for example

– Require multi-factor authentication for users with administrator privileges
– Require multi-factor authentication for access from external networks
– Block access from specific locations

User access can be permitted or denied based on preset conditions, such as:

3. Single sign-on (SSO)

One of the major benefits of using Microsoft Entra ID is “single sign-on.”

By enabling the single sign-on function, you will be able to automatically access all linked services, whether cloud or on-premises, just by logging in once . Employees are expected to improve their work efficiency by eliminating the need to log in for each service.

Additionally, since there is no need to manage IDs and passwords for each service, the burden on IT administrators, such as resetting passwords when users forget their passwords, will be reduced.
Applications and SaaS services that can be linked with single sign-on using Microsoft Entra ID
Microsoft Entra ID’s single sign-on feature allows you to access cloud and SaaS applications that can be linked in addition to Microsoft applications (e.g. Salesforce, Adobe Creative Cloud, etc.) without the need for re-authentication.

Four. identity protection

Microsoft Entra ID’s “Identity Protection” is a feature that uses advanced machine learning to identify unusual user behavior and take actions such as blocking or restricting unauthorized access, requesting authentication information, etc.

Even in the unlikely event that password information is leaked, ID protection determines in real time whether the user has authorized or unauthorized access, making it possible to prevent the threat of cyber-attacks and unauthorized access.

Five. Privileged ID management

A privileged ID is an administrator ID with special privileges. Having a privileged ID allows you to perform operations that are not available with a regular user ID, such as managing databases and changing system settings.

By using the “Privileged ID Management” function, administrators can provide users with the authority (privileged ID) that they may need for their work for a certain period of time, according to the user’s request.

Rather than continually granting privileged IDs to users, the idea is that the administrator approves them as needed and grants privileges to users each time.

The reason behind privileged ID management is that if a privileged ID with the authority to change the system is misused, it will cause fatal damage to the company. Privileged ID management is an effective function not only against abuse by external attacks, but also as a countermeasure against internal fraud.

If you want to make the most of the security features of Microsoft Entra ID, please consult “Microsoft 365 / Microsoft Azure Security Diagnosis”

Microsoft Entra ID has various security features such as multi-factor authentication, conditional access, and single sign-on, and by using them effectively, you can operate your Microsoft 365 and Microsoft Azure safely and efficiently. is as mentioned above.

However, in reality, the security settings for Microsoft Entra ID have not been properly implemented, and there are many cases where Microsoft services are operated with weak security settings .

In fact, many cloud service information leaks are caused by incorrect settings such as access privileges and authentication methods.

・I want to know if there are any problems with the current settings of Microsoft 365 or Microsoft Azure
・I want to operate Microsoft services in a more secure state
・I don’t know the best solution for authentication and permission settings and want advice

For such customers, we recommend the “Microsoft 365 Security Diagnosis” and “Microsoft Azure Security Diagnosis” provided by LANSCOPE Professional Services .

Our experienced security engineers will diagnose the settings in your Microsoft service environment and identify deficiencies that could lead to security risks. We will take measures such as applying multi-factor authentication and reviewing access privileges and sharing settings to alleviate customer concerns.

We also offer the Microsoft 365 Security Health Checkup Package, which performs diagnostics at a lower cost and in a shorter period of time .

“LANSCOPE Security Auditor” prevents information leaks in Microsoft 365 with “log monitoring”

“LANSCOPE Security Auditor” allows you to “visualize” user operations on Microsoft 365 applications using the audit log function and immediately prevent employee actions that could lead to information leaks.

By integrating Security Auditor with your Microsoft 365,

・Unauthorized file sharing outside the company
・Taking out information
・Unauthorized access to OneDrive and Teams

User actions such as these can be viewed in a list from the management screen.

▼Analyze Microsoft 365 audit logs to understand who did what, when, and what

Microsoft 365 itself has the “audit log storage function”, but in addition to the fact that the management screen is a little hard to read, the logs are The disadvantage is that it can only be stored for 90 days.

However, with Security Auditor, you can specify the target users and target period, and save and export audit logs for up to the past 25 months in bulk.

By adding LANSCOPE Security Auditor to the secure operation of Microsoft Entra ID, we can expect to greatly reduce the risk of information leaks caused by Microsoft 365.

LANSCOPE Security Auditor can be used for up to 300 yen (excluding tax)/month per PC.

summary


In this article, we have explained the overview of “Microsoft Entra ID”.

▼Summary of this article

  • Microsoft Entra ID is the former name “Microsoft Azure Active Directory”. From October 1, 2023, the name has changed without changing the content or functions.
  • Authentication infrastructure for Microsoft 365 and Microsoft Azure (a mechanism for centrally managing ID and authentication information at the time of login)
  • Microsoft’s cloud-based security product group “Microsoft Entra” has eight products in three categories, including Microsoft Entra ID.
  • There are three plans: Microsoft Entra ID Free, Microsoft Entra ID Premium P1, and P2, and the latter has more features. Free is free for Microsoft 365 users
  • Main features include “multi-factor authentication,” “privileged ID management,” “single sign-on,” “conditional access,” and “protected ID.”

The need for Microsoft Entra ID will continue to increase in the future due to the established variety of work styles and the future trend of migrating to Microsoft 365 and cloud services.

Why not take a moment to review the security settings and current status of the Microsoft services and cloud services you are currently using?

What is IDS/IPS? Explaining the usage and functions | Differences from other network security

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table of contents

What is IDS (Intrusion Detection System)?
What is IPS (Intrusion Prevention System)?
Differences in the functions and roles of IDS and IPS
Which should I introduce, IDS or IPS?
Two mechanisms for “detecting unauthorized access” of IDS/IPS (signature type/anomaly type)
What threats cannot be detected and blocked by IDS/IPS?
Network security products you should know about other than IDS/IPS
What is NDR “Darktrace” that those considering IDS/IPS should know?
summary

IDS/IPS is a security solution for monitoring networks and detecting threats such as unauthorized access .

The difference between an IDS and an IPS is that an IDS is only responsible for detecting threats, while an IPS can even protect if necessary .

At first glance, IPS that automatically blocks threats seems superior, but depending on the company’s network environment, IPS that automatically blocks communications may not be suitable.

Additionally, there are some threats and cyber-attacks that are difficult to detect with IDS/IPS , so companies and organizations need to consider their network environment and needs before introducing appropriate security products. It may also be effective to consider a multi-layered defense system by using IDS/IPS together with other products.

▼To summarize this article

  • IDS is a security product that monitors networks and “detects” threats.
  • IPS is a security product that monitors networks and detects and prevents threats.
  • IDS is suitable for environments where system outages due to false positive detections cannot be avoided, while IPS is suitable for situations where information leaks will directly lead to a decline in corporate trust.
  • IDS/IPS detection methods include the “ signature type ,” a pattern matching method that registers fraudulent patterns in advance, and the “anomaly type, ” which registers normal patterns and detects all that do not match.
  • IDS/IPS cannot prevent all threats and is vulnerable to attack methods that target web application vulnerabilities such as SQL injection and cross-site scripting.
  • Additionally , IDS/IPS cannot monitor attacks via VPN or remote desktop, which account for 80% of recent cyber attacks.
  • In addition to IDS/IPS, network monitoring security includes “firewall,” “WAF,” “SASE,” “NDR,” etc., and it is recommended to choose the appropriate product according to the needs of your organization.

If you want to strengthen your network security, this article will help you learn the basics of IDS/IPS and the products that are suitable for your company.

We have also prepared a document that summarizes the functions of the network monitoring security NDR “Darktrace” in 3 minutes. Please use all means.

What is IDS (Intrusion Detection System)?


IDS (Intrusion Detection System) is a security product that monitors networks and detects threats such as unauthorized access .

By implementing IDS, it becomes possible to detect security incidents such as malware intrusion, unauthorized access, and data leaks. This product plays the role of prompting prompt initial response by quickly recognizing abnormal traffic and signs of attacks detected on the network and notifying security personnel.

However, since the scope of IDS is to monitor and analyze network traffic , it cannot “block attacks.” Once a threat is detected, security personnel must intervene to deal with it.

It is suitable for situations where you want to monitor the network and collect information on security incidents without directly interfering with the system.

What is IPS (Intrusion Prevention System)?


IPS (Intrusion Prevention System) is a security product that detects and prevents network security threats .

It quickly detects threats such as unauthorized access in real time and prevents intrusions.

Specifically, IPS continuously monitors the monitored network and detects abnormal patterns and signs of attacks. When a threat is detected, it automatically takes action to prevent attackers from gaining access to your system.

The advantage is that the entire process from detection to defense can be completed with a single solution .

Differences in the functions and roles of IDS and IPS


As mentioned above, the difference between the two is that IDS is only responsible for detecting threats , whereas IPS is responsible for not only detection but also defense .

IDS specializes in detecting and alerting you to unauthorized activities by third parties attempting to infiltrate your network. On the other hand, IPS covers the detection functions of IDS, but also has the added function of automatically blocking detected attacks.

The advantages of IPS are

・Being able to promptly take defensive measures against detected threats
・Being able to reduce human resources because defense is performed automatically

can be given.

IDS requires manual response after detecting a threat, and is not effective against actual attacks. On this point, since IPS automatically handles defense after detection, it is possible to promptly respond to security incidents and minimize damage without waiting for administrator judgment or manual response .

However, IPS also has disadvantages, such as the high risk of false positives . For example, if an IPS mistakenly identifies normal communication as malicious traffic, otherwise normal communication may be blocked, potentially disrupting daily operations.

Additionally, since IPS monitors the target system in real time while intervening, it can sometimes have an impact, such as degrading network performance. Be careful, especially in high-traffic environments.

In this way, IDS/IPS each have advantages and disadvantages , and neither one is superior to the other.

Which should I introduce, IDS or IPS?


It is necessary to consider the advantages and disadvantages of both IDS and IPS and introduce a system that is more suitable for your company’s environment.

As mentioned above, IDS is responsible for monitoring and analyzing the network and issuing alerts when threats are detected. Since the response after detection is left to humans and does not directly intervene in the system, it is suitable for introduction in environments where system outages due to false detections cannot be caused .

On the other hand, since IPS automatically blocks malicious traffic when it detects it, the initial response time is likely to be shorter with IPS. If you have a lot of important confidential information and the leakage of information would directly lead to a decline in trust in your company , IPS may be more suitable.

If you want to avoid false positives and emphasize stable operation, we recommend installing IDS, and if you want to improve defense performance against threats, we recommend installing IPS.

In some cases, one way is to use IDS and IPS together to take advantage of each other’s benefits.

Two mechanisms for “detecting unauthorized access” of IDS/IPS (signature type/anomaly type)


There are two types of IDS/IPS detection methods: signature type and anomaly type .
The signature type is also called “fraud detection” and the anomaly type is also called “anomaly detection.”

▼Difference between signature type and anomaly type

  • Signature type : Behavior that matches a pre-registered “invalid value” is detected as an abnormality.
  • Anomaly type …Any behavior that differs from the pre-registered “positive value” is detected as an abnormality.

In the signature type, known attack patterns and fraudulent signatures are registered in the IDS/IPS database, and those whose behavior matches that data are detected as “anomalies.” The advantage of the signature type is that detection is highly reliable .

However, the disadvantage is that it cannot detect threats other than those registered in the database , so it is difficult to respond to unknown cyber attacks or newly developed malware.

On the other hand, the anomaly type is a method that learns network behavior during normal times and detects abnormal traffic that deviates from the standard as “unauthorized access.” Because it is based on traffic behavior rather than pattern files, it has the advantage of being able to respond flexibly to unknown threats .

However, false positives can occur , and normal traffic may be interpreted as malicious behavior.

▼Summary of two types of detection methods

Features merit Demerit
signature type Register attack patterns and malicious signatures in advance and detect matches. High certainty of detection Difficult to respond to unknown threats
anomaly type Learn network behavior during normal times and detect deviations from the norm Capable of responding to unknown threats False positives are likely to occur

When introducing IDS/IPS, it is a good idea to choose a product based on which detection method suits your company’s needs. An anomaly type product is suitable if you want to respond to all kinds of threats , and a signature type product is suitable if you want to detect a certain level of threat and avoid false positives .

It may also be effective to consider using it in conjunction with other security solutions to compensate for the disadvantages of each.

What threats cannot be detected and blocked by IDS/IPS?


IDS/IPS can detect and prevent malicious traffic and strengthen network security, but unfortunately it cannot detect and block all threats .

By the way, threats that can be countered include “DDoS attacks” and “SYN flood attacks” that cause system outages by accessing a target server in large quantities, and it is possible to detect unauthorized access to the OS/middleware layer.

On the other hand, they tend to be vulnerable to attack methods that target vulnerabilities in web applications , such as SQL injection and XSS attacks .

Additionally, although IDS/IPS and WAF have strengths in preventing intrusions, they are weak at detecting threats that are infected but remain latent for a long time without causing any symptoms .

Furthermore, IDS/IPS cannot monitor unauthorized access or attacks via VPN or remote desktop, which account for 80% of recent cyber attacks .

In order to counter threats such as “targeted attacks” that are carried out based on careful planning after an intrusion, and “ransomware” where 80% of intrusion routes are through VPN or remote desktop, it is necessary to be aware of the attacker . It is essential to have a system that can monitor the entire network without having to do anything .

Network security products you should know about other than IDS/IPS


There are several network security products other than IDS/IPS. Below are some typical network security examples.

  • ・Firewall
  • ・WAF
  • ・SASE
  • ・NDR

You can further enhance security by combining network security products with different characteristics. Here, we will explain in detail the differences between four typical network security products and IDS/IPS .

Difference between firewall and IDS/IPS

A firewall is a security product that is installed at the entrance of a network to monitor the network and detect and prevent unauthorized access. Rules called “security policies” are set in advance, and unauthorized communications are blocked based on those rules.

The difference between a firewall and an IDS/IPS is that a firewall mainly monitors activities at the entrance of a network , whereas an IDS/IPS monitors activities inside the network .

First, a firewall blocks unauthorized access at the entrance, and IDS/IPS detects threats that have not been able to be prevented and have entered the network.

Difference between WAF and IDS/IPS

When comparing IDS/IPS, a product called WAF (Web Application Firewall) is often mentioned.

WAF is a security tool that protects vulnerabilities in websites and applications, and as mentioned earlier, the targets to be protected are different from IDS/IPS.

Attacks targeting web applications such as “SQL injection” and “cross-site scripting (XSS)” cannot be detected by IDS/IPS, which monitors inside the network.

By combining IDS/IPS and WAF, it is possible to protect systems from different cyber attacks that cannot be prevented with each tool alone.

WAF is explained in detail in the article below, so please take a look.

Difference between SASE and IDS/IPS

SASE (Secure Access Service Edge) is a concept proposed by Gartner, and is a security solution provided in the cloud that integrates network infrastructure and network security functions.

SASE’s strength is that it can provide multiple security products such as firewalls and IDS/IPS in an integrated manner, making it possible to build advanced security environments. Because of these characteristics, it would be more appropriate to say “SASE also includes IDS/IPS” rather than “the difference between SASE and IDS/IPS.”

Having multiple security products in a single solution simplifies security management and helps you build a strong security environment more efficiently.

However, implementing SASE requires a review of the network environment itself, which requires a huge amount of cost and time . The disadvantage is that it is difficult to implement unless the organization has sufficient financial and human resources.

Difference between NDR and IDS/IPS

NDR (Network Detection and Response) is a relatively new network monitoring security solution that appeared around 2020.

Although it is similar to IDS/IPS in the sense of “detecting threats on the network,” the two have different “fundamental purposes” as mentioned above.

This is because while IDS/IPS focuses on detecting and blocking unauthorized intrusions from the outside , NDR detects all types of fraud, regardless of external threats or internal fraud, including threats that are already hidden inside. This is because the product is designed for detection (monitoring the entire network from a bird’s-eye view).

In addition, IDS/IPS has the problem of not being able to identify the cause behind detected threats, but NDR covers this problem by identifying the intrusion route of malicious traffic and the cause of detected threats. Excellent ability.

Since NDR uses AI-based machine learning, it also has the advantage of having a lower operational load than IDS/IPS, which requires rule settings and pattern file updates.

What is NDR “Darktrace” that those considering IDS/IPS should know?

For those who are considering network monitoring security solutions such as IDS/IPS, we would like you to know about the NDR product Darktrace .

“Darktrace” is an NDR solution that collects packets from corporate/organizational networks and clouds, visualizes the communication status of the entire network, and detects abnormal behavior.

AI machine learning and communication analysis using mathematical theory teaches itself to detect unusual communication patterns and respond to unknown threats . Another advantage is that the AI ​​automatically determines the threat level and automatically blocks dangerous communications, making threat determination easy and requiring no management effort .

In addition to networks, Darktrace can comprehensively monitor and centrally manage a wide range of digital environments, including the cloud, telework, email, and SaaS environments, making it possible to quickly detect and take countermeasures against all types of threats.

In fact, Darktrace can take measures against all the threats listed in the “Top 10 Information Security Threats in 2023” published by IPA .

▼How to deal with the 10 major threats in NDR “Darktrace”

Top 10 information security threats in 2023 rank What Darktrace deals with
Damage caused by ransomware First place Capable of detecting and responding to ransomware from its precursor stage to its execution stage (Darktrace has prevented over 5,000 documents from being encrypted)
Attacks that exploit weaknesses in the supply chain 2nd place Abnormal movements can be detected and dealt with, including impersonation actions from business partners and related parties.
Theft of confidential information through targeted attacks 3rd place Able to detect and respond to unusual behavior such as remote access from rare destinations, rare data uploads/downloads, etc.
Information leakage due to internal improprieties 4th Detects and responds to unusual activities such as port scans, exercise of administrator privileges, and suspicious access to file servers.
Attacks targeting new normal ways of working such as telework 5th place Can detect and respond to environments such as remote locations and telecommuting (optional)
Attacks that aim before the release of patch programs (zero-day attacks) 6th place Even “zero-day attacks” that cannot be countered by rule signatures can be detected and dealt with as rare and threatening behavior.
Financial damage due to business email fraud 7th place Detect and block emails suspected to be attacks (optional)
Increase in exploits due to disclosure of vulnerability countermeasure information 8th place It is also possible to detect vulnerable communications such as residual SMB v1, which is easily targeted by ransomware.
Damage due to information leakage due to carelessness 9th place It is possible to detect and deal with communications to suspicious destinations derived from the URL (attachment) of targeted attack emails and downloads of suspicious Excel files.
Turning crime into a business (underground services) 10th RaaS (Ransomware as a Service) can also be detected and dealt with in the same way as #1

Although Darktrace has the disadvantage of being more expensive than IDS/IPS, it has the advantage of being able to monitor a wider range of targets and countering various cyber attacks and internal fraud.

It is ideal for those who are looking for a security solution that requires less administrative burden and can comprehensively monitor and take measures for their IT environment. For more information, please see the details below.

summary


In this article, we have explained the basic knowledge, role differences, and advantages and disadvantages of IDS/IPS.

▼Summary of this article

  • IDS is a security product that monitors networks and “detects” threats.
  • IPS is a security product that monitors networks and detects and prevents threats.
  • IDS is suitable for environments where system outages due to false positive detections cannot be avoided, while IPS is suitable for situations where information leaks will directly lead to a decline in corporate trust.
  • IDS/IPS detection methods include the “ signature type ,” a pattern matching method that registers fraudulent patterns in advance, and the “anomaly type, ” which registers normal patterns and detects all that do not match.
  • IDS/IPS cannot prevent all threats and is vulnerable to attack methods that target web application vulnerabilities such as SQL injection and cross-site scripting.
  • In addition to IDS/IPS, network monitoring security includes “firewall,” “WAF,” “SASE,” “NDR,” etc., and it is recommended to choose the appropriate product according to the needs of your organization.

IDS/IPS is an effective security product for increasing your company’s security, but it cannot deal with all threats. Create a security environment with layered defense by using other security products that are effective at each layer.

We have also prepared a document that summarizes the functions of the NDR “Darktrace” introduced in this article in 3 minutes. Please use all means.

 

What is SOAR? Easy-to-understand explanation of the three elements, overview, and benefits of introduction

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table of contents

What is SOAR?
Three elements that make up SOAR
Why is SOAR attracting attention?
Differences between SOAR, SIEM, and XDR
Key benefits of implementing SOAR
Things to note when implementing SOAR
The appeal of NDR “Darktrace” that users considering SOAR should know about
summary

SOAR is a security solution that works with various security devices handled by companies and organizations to automate and streamline threat detection, analysis, and response when incidents occur.

In recent years, cyber-attacks have become even more ferocious, and there is a shortage of domestic security personnel capable of dealing with increasingly sophisticated threats. Therefore, SOAR , which supports SOC operational efficiency, is attracting attention as a solution to efficiently counter cyber attacks with limited resources .

In this article, we will explain the characteristics of SOAR, the background why it is attracting attention, its mechanism, and the benefits and points of introducing it.

▼What you can learn from this article

  • SOAR is a security system that collaborates with multiple security devices to streamline and automate threat analysis and incident response.
  • It is attracting attention due to the shortage of security personnel and the increase and the sophistication of cyber attacks.
  • There are three main components: automation and collaboration (SAO), incident management (SIRP), and threat information management (TIP).
  • Introducing it not only improves business efficiency, but also enables higher-level threat analysis and response involving the SOC to be operated at a uniform level.

Additionally, for users who are interested in SOAR but feel that there are high hurdles to implementing it, we recommend Darktrace , a network monitoring solution provided by M Autex.

They have in common the ability to monitor a wide range of areas and improve work efficiency and security accuracy, but they also have the advantage of not requiring detailed rule definitions or detailed settings, and are easy to implement.

Please see the page below to learn about the challenges and benefits that Darktrace can solve.

What is SOAR?


SOAR is an abbreviation for Security Orchestration, Automation and Response, and it refers to security solutions and concepts that aim to improve the efficiency and sophistication of an organization’s security management and operations.

This is a term proposed by Gartner.

  • Security automation and coordination (SAO)
  • Incident Response Management (SIRP)
  • Threat Intelligence Information Management (TIP)

is an integrated concept.

By implementing SOAR, it is possible to integrate and manage “threat information” collected from various security devices within an organization and external services into a single platform.
In addition, by linking security devices at each layer based on the acquired threat information, it is possible to automate routine tasks that were previously handled manually (information collection, investigation of the scope of impact, primary response, etc.). You can also.

▼Comparison between implementing and not implementing SOAR

By introducing SOAR, organizations can aim to build a higher-level security system while making up for the lack of security human resources. In general, threats are analyzed and responded to using SOAR based on advanced judgments made by the SOC.

Three elements that make up SOAR

Three elements that make up SOAR

  • Security automation and coordination (SAO)
  • Incident Response Management (SIRP)
  • Threat Intelligence Information Management (TIP)

can be given. Basically, anything that has this element falls under SOAR.

1. Security Automation and Alignment (SAO)

SOAR can be linked with various security tools (e.g. firewalls, SIEM, endpoint protection tools, etc.) operated within companies and organizations.

By making it possible to link individual security tools, which was previously difficult due to differences in log formats and vendors, it is now possible to collect and analyze logs across tools.

SOAR also automates routine tasks such as collecting and analyzing log information and prioritizing alerts when threats are discovered. Specifically, automation is achieved by incorporating the steps for an incident that is expected to occur into a digital workflow called a “playbook.”

2. Incident Response Management (SIRP)

SOAR allows information related to incident response (incident response flow, information sharing with related parties, etc.) to be managed and operated on the same platform.

For example, by checking SOAR, you can understand the incident response status of security personnel, and you can also securely communicate with related parties on the platform.

3.Threat Intelligence Information Management (TIP)

With SOAR, it is possible to centrally manage “threat information” collected from various security devices within an organization as well as external public information and various services.

By normalizing and analyzing the data collected through threat information management, more useful incident information can be used for SOC incident response, security device automation, etc.

Additionally, each time you conduct incident analysis, you can acquire “incident information unique to your company,” making it possible to implement more advanced security coordination and countermeasures that are appropriate for your company’s environment.

Why is SOAR attracting attention?


The reasons why SOAR is attracting attention are as follows.

 

  • Lack of security personnel
  • Increase and sophistication of cyber attacks
  • Changes and diversification of work styles

 

1. Lack of security personnel

The first reason why SOAR is attracting attention is the lack of security personnel.

According to a survey released by the Ministry of Internal Affairs and Communications on the “sufficiency of human resources for security measures”, more than 80% of companies in the United States and Singapore answered that they had sufficient human resources, while approximately 90% of Japanese companies responded that there was a “shortage of human resources. ”

▼About the sufficiency of security human resources

Possible reasons include “difficulty securing the time necessary to train security personnel” and “lack of career paths for security personnel.”

However, as the number of incident logs and security devices increases year by year, it is becoming increasingly difficult for a small number of security personnel to manage systems using traditional methods.

2. Increase and sophistication of cyber attacks

The second reason why SOAR is attracting attention is that cyber attacks have been on the rise in recent years.

According to the 2022 Information and Communications White Paper released by the Ministry of Internal Affairs and Communications in 2022, the number of cyberattack-related communications observed by the Large-Scale Cyberattack Observation Network (NICTER) in 2022 was approximately 522.6 billion packets .

Compared to approximately 63.2 billion packets in 2015, you can see that the number has increased by 8.3 times .

▼Trends in the number of communications related to cyber attacks on NICTER Source

Furthermore, the methods of cyberattacks are becoming more sophisticated and complex every year, making early detection more difficult than before.

In order to properly use multiple devices to deal with a large number of threats and to stop incidents before they occur, it is essential to have a solution that unifies threat monitoring and analysis in all areas and can also handle automatic responses.

Differences between SOAR, SIEM, and XDR

SIEM
SIEM is a security concept and tool that is often compared to SOAR.

SIEM is an abbreviation for Security Information and Event Management, and it is a security system that enables real-time threat detection by centrally collecting and analyzing log information from security devices and network devices.

Although they have in common that they collect and analyze logs from other devices , they differ in that SIEM focuses on threat detection, while SOAR focuses on automating security operations in general.

Based on SIEM, SOAR has a function that can ” automate the primary response when an incident occurs through collaboration,” and is said to reduce the number of man-hours for security staff and homogenize work quality, which was an issue with SIEM. It is being said.

SOAR and SIEM are often introduced at the same time, and by linking the two, it is possible to achieve a higher level of security

Additionally, XDR (Extend Detection and Response) is a security concept that aims to efficiently and highly detect and respond to threats by collecting and analyzing log data related to all areas such as servers, endpoints, and the cloud.

XDR and SOAR have many common features, such as event management, security device coordination, and automation. There is no clear difference, but the difference is that XDR focuses on more advanced threat detection and response, and assumes manual threat hunting by analysts.

Key benefits of implementing SOAR

SOAR
There are multiple benefits to implementing SOAR, but we will introduce three representative ones.

  • Reduces the burden of security operations
  • Alert management becomes easier
  • Easier to manage work quality

1. Reduces the burden of security operations

SOAR allows the operation of multiple security devices to be consolidated into one platform, reducing operational man-hours. The ability to automate the collection of logs from security devices, alert notifications, threat determination, primary response, and investigation of the scope of impact will also lead to a significant reduction in burden.

It will be a reliable ally for organizations suffering from a shortage of security personnel.

2. Easier to manage alerts

SOAR also makes it easier to manage notification alerts. Normally, security administrators are busy responding to hundreds or thousands of alert notifications, making them unable to respond appropriately to threats and unable to devote time to other tasks.

SOAR allows many security tools to be integrated into the same platform, making it possible to collect and analyze logs across tools. The triage feature also reduces the amount of effort required to manage unrelated alerts.

3. Uniform work quality can be achieved

With SOAR, by registering response procedures in a playbook in advance, anyone can respond to incidents using the same procedures and quality.

Many traditional security tools respond to incidents on a case-by-case basis, and depending on the skills of security personnel, it may not be possible to respond appropriately. With SOAR, you can automatically respond to incidents according to playbooks, so you can standardize the quality of work and implement high-level security measures, regardless of the skills and experience of the person in charge.

Things to note when implementing SOAR

SOAR
As mentioned above, SOAR has many benefits in helping organizations improve their security level and resolve resource shortages.

On the other hand, there are some precautions and concerns when implementing SOAR, and organizations need to consider the use of SOAR while considering their current situation.

▼Notes when implementing SOAR

  • Concerns about implementation costs
  • Difficulty in transitioning from individualized processes
  • Difficulties in building an operational system
  • Concerns about the complexity of security systems

The first concern is the high hurdles to implementing SOAR and getting operations on track . Not only does the product itself tend to be expensive, but organizing SOAR business processes, designing automation scenarios, and building environments requires a high level of specialized knowledge, skill, and time.

Compatibility with the current security environment is also required, and depending on the product, it may be difficult to integrate it with the security equipment your company uses.

When considering the introduction of SOAR, it is important to note that it takes a long time and resources to be able to utilize all the functions, and that it takes a lot of time and resources to build the optimal environment step by step, and that it takes time and effort from other departments within the company to complete the process from implementation to operation. It is important to keep in mind in advance that cooperation and collaboration between parties are essential.

The appeal of NDR “Darktrace” that users considering SOAR should know about

NDR

 

  • I am interested in “SOAR” which promotes business efficiency and highly accurate threat response.
  • However, there are high hurdles due to issues such as internal resources and implementation period.

 

What such users would like to know about is Darktrace, a security solution that, like SOAR, comprehensively monitors all security areas and promptly detects anomalies .

Rather than collecting information from multiple devices, it is possible to quickly detect abnormalities by monitoring communication packets (traffic) from Darktrace itself to all areas.

In addition to the entire network, a wide range of digital environments such as cloud, telework, email, and SaaS environments can be comprehensively monitored with a single device, making it possible to quickly detect and take countermeasures against any threats. Through threat analysis, dangerous communications are even automatically blocked.

In addition, there is no need to define rules or make detailed settings at the time of implementation, and there is no impact on existing systems or security devices . It is possible to eliminate hurdles.

Furthermore, Darktrace is a system that self-learns through communication analysis using AI machine learning and mathematical theory, detects unusual communication patterns, and responds to unknown threats. Since AI automatically determines and blocks threat levels, it has the advantage of being easy to determine threats and reducing management time .

▼A security check can be performed in as little as 3 minutes per alert after receiving an alert.Darktrace can

provide comprehensive and highly accurate security monitoring and operation with a single device, making it a reliable ally for security personnel who are struggling with a lack of in-house resources.
Please see below for details.

summary

security
In this article, we explained the mechanism and functions of SOAR, its benefits, and key points for implementation.

Summary of this article

  • SOAR is a security system that collaborates with multiple security devices to streamline and automate threat analysis and incident response.
  • It is attracting attention due to the shortage of security personnel and the increase and sophistication of cyber attacks.
  • There are three main components: automation and collaboration (SAO), incident management (SIRP), and threat information management (TIP).
  • Introducing it not only improves business efficiency, but also enables higher-level threat analysis and response involving the SOC to be operated at a uniform level.

By introducing SOAR, it becomes possible to respond to incidents in a uniform manner while reducing the operational burden, making it possible to implement advanced security measures even when there is a shortage of security personnel.

We hope that this article will help you understand SOAR better and that it will be helpful for your implementation.

Effects and implementation examples of introducing AI to customer service

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Are you considering introducing AI in your customer service operations, but are unsure of which specific parts of your business it can be used in? In Japan, approximately 50% of companies have introduced AI in their contact centers.

In this article, we will explain the current state of AI implementation in customer service, and explain what kind of work AI can be implemented in and what kind of effects can be expected, along with actual implementation examples.

Please take a look at this information as it will be useful when considering the introduction of AI.

<Table of contents>

  • Current status and issues of customer service management
  • Current status of AI implementation in customer service
  • Examples of customer service operations that can be realized with the introduction of AI
  • Expected effects of introducing AI
  • Examples of AI implementation in customer service operations
  • summary

Current status and issues of customer service management

Customer service is not just about solving customer problems and providing support, but nowadays it is required to deliver a customer experience (CX) that is tailored to each customer’s needs from before to after purchase.

First, let’s review the current status and challenges of customer service, which is currently attracting attention.

Customer service that expands its scope and attracts attention

Customer
Customer

The purpose of customer service is to deliver a customer experience that is appropriate for each step of the process, from before purchasing a product or service to after using it. These days, consumer expectations are high, and companies need to provide a better customer experience and improve customer satisfaction to increase their competitiveness.

Rather than simply providing appropriate answers and support, the content and quality of support is being questioned as part of the customer experience related to products and services.

To this end, many companies are increasing their investment in customer service to meet ever-changing needs. This will help you differentiate yourself from others and prevent customers from canceling or leaving your company. The call center plays an important role in this regard.

Customer service management challenges

An important aspect of customer service is customer success, that is, leading to customer success and customer satisfaction.

However, as we operate customer service services that are expanding in scope, we are facing challenges such as a lack of manpower and the resulting lack of training for human resources.

It is difficult to solve the problem simply by resolving the labor shortage, as there may be differences in the knowledge of operators, or incorrect knowledge may be delivered to customers, leading to further complaints.

Current status of AI implementation in customer service

Nowadays, AI is being used in services and operations to support operations. In Japan, the introduction of AI is relatively advanced, mainly among major companies and manufacturing industries. However, from a global perspective, Japan is lagging in the introduction of AI. According to a survey by Deloitte Tohmatsu Consulting , the AI ​​implementation rate in Japanese companies’ contact centers is 50%. The introduction of AI in customer service, not just contact centers, is expected to continue in the future, so it is important to understand examples of its introduction and its effects.

Examples of customer service operations that can be realized with the introduction of AI

We will explain the content that can be supported by introducing AI in customer service operations.

Telephone support

The first example of customer service work that can be handled using AI is telephone support. For example, you can accept reservations, apply for services, receive primary calls, and request payments over the phone. Using voice recognition AI, you can respond to calls as if you were talking to a human.

AI converts what the customer says into text and analyzes the content. It then selects an appropriate answer from the sample answers provided and answers on behalf of the operator. This reduces stress by shortening waiting times and enables 24-hour reception, leading to improved customer satisfaction.

Reception work

AI can also be introduced to reception work that is performed face-to-face. Recently, an increasing number of companies are using AI to handle hotel receptions instead of humans. For example, at hotels in tourist destinations, there was a long check-in line at the front desk, which took a long time, but by using AI facial recognition, check-in can be done smoothly.

support

AI can also be used to provide support to customers. Install an AI chatbot on your website so that you can make inquiries at any time and send appropriate answers to your customers based on pre-prepared scenarios. You can change smartphone price plans, change subscription plans, and perform various settings and troubleshooting for home appliances and devices.

sales forecast

Sales forecasting by customer service can also be done with the introduction of AI. It learns past sales data and communication content with customers and makes sales forecasts based on that data.

By identifying factors that affect sales based on past data and making sales forecasts, you will be able to adjust purchasing quantities and carry out promotional activities for customers.

Expected effects of introducing AI

There are many business examples of AI implementation, which supports customer service operations. I will explain the four main effects of this.

Improving productivity and resolving labor shortages

The first effect of introducing AI is improving productivity and resolving labor shortages. By automating tasks, work hours can be shortened or reduced, increasing productivity. Existing personnel can be freed up to perform other tasks, reducing the need to hire additional personnel.

Reduced human error

The second effect of introducing AI is the reduction of human error. As explained at the beginning, customer service is a broad field and requires a large number of people. If people try to solve this problem alone, they will make many mistakes. By introducing AI, employees can work for long hours and help employees with their work.

Advanced analytics and predictions

The third effect of introducing AI is the ability to perform advanced analysis and prediction. Using machine learning, we can combine and analyze purchasing patterns, trends, and seasonal factors among a large number of product lineups, making it possible to make highly accurate sales predictions that take into account external factors that affect sales.

They can also play a marketing role in devising effective ways to approach customers based on these predictions.

Expanding customer service

By introducing AI, we can expect to expand customer service. We can provide 24-hour support and multilingual support, which is difficult to do if you only have enough personnel. This also helps improve the quality of customer service.

Examples of AI implementation in customer service operations

There are various types of AI. We will explain each implementation example.

Achieved customer satisfaction of over 90% with introduction of AI chatbot (TEPCO Energy Partner, Inc.)

TEPCO Energy Partner, which is conducting company-wide DX promotion initiatives with the themes of “strengthening sales capabilities” and “improving operational efficiency,” has developed an AI chatbot to reduce incoming calls at call centers and improve response efficiency.

is being introduced. We were having issues with customer satisfaction with our FAQ page and system, so we switched our phones to Amazon Connect and linked Zendesk’s interactive AI chatbot to enable flexible responses.

As a result of the introduction, the number of tickets received via the chatbot is approximately 15,000 per day, and the number of tickets received by operators via chat is approximately 1,500, resulting in a rapid increase in chat usage and customer service satisfaction of over 90%. It has risen.
Reference: ITmedeia Business

One-stop AI support reception (Sompo Japan Insurance Co., Ltd.)

Sompo Japan Insurance operates a call center for receiving accident support. In the non-life insurance industry, a drop in response rate can be fatal, but call centers were flooded with calls during disasters, and there were many complaints that calls could not be answered.

To respond to a large number of inquiries, we are using NTT Communications’ COTOHA Voice DX Premium as our conversational AI. This is a system that uses AI to automate not only the reception work but also a series of derivative and subsequent work such as recording the contents after the reception and business processing.

We are now able to accept 3,000 requests per hour, reducing operator workload.

Started operating an in-house developed AI chatbot (Kobayashi Pharmaceutical Co., Ltd.)

In August 2023, Kobayashi Pharmaceutical launched an in-house AI chatbot called “kAIbot,” which it developed in-house using Azure OpenAI Service provided by Microsoft Japan, targeting all 3,200 employees in Japan, including group companies. announced that it would begin operation.

It was developed to use AI technology to quickly respond to changing trends and increasingly diversifying customer needs. Google Chat, which you use in your daily work, can be used to generate ideas for new products and improve work efficiency.

summary

There are various types of AI implementation in customer service operations, and it can solve common problems such as improving internal productivity, resolving labor shortages, and automating tasks that are dependent on individual employees.

In this article, we have explained examples and effects of introducing AI into customer service operations, but the scope of customer service operations will continue to expand, and training and securing human resources will become more difficult than now.

The introduction of this will become essential.
When introducing AI to customer service operations at Tech Farm, we do not just introduce local improvements, but also consider customer success, making it possible to further increase the effectiveness of AI introduction.

If you would like to learn more about implementation examples and effects, please download the materials and contact us.

How to utilize ChatGPT’s new feature “Advanced data analysis”?

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ChatGPT’s new feature “Code Interpreter” was released in July 2023, and the name was changed to “Advanced Data Analysis” in August of that year.

Up until now, ChatGPT was mainly a text-based conversation function, but Advanced data analysis allows anyone to perform programming and other tasks, such as generating programming, analyzing uploaded files, and generating graph data. It is attracting attention because it is expected to improve efficiency.

In this article, we will explain in detail what advanced data analysis is, how to use it, and points to note. Please take a look at it as a reference for improving business efficiency.

<Table of contents>

  • What is Advanced data analysis (formerly Code Interpreter)?
  • Why advanced data analysis is attracting attention
  • Examples of using advanced data analysis
  • Points to note when using advanced data analysis
  • summary

What is Advanced data analysis (formerly Code Interpreter)?

formerly Code
formerly Code

Advanced data analysis literally translates to “advanced data analysis” and is a function that can generate and execute code to graph and analyze data files.

The former name was “Code Interpreter” and the name was changed to Advanced Data Analysis in August 2023.
This feature has been included in ChatGPT since GPT-4. It can be used with the $20 monthly plan “ChatGPT Plus” and ” ChatGPT Enterprise ” released in August 2023.

Why advanced data analysis is attracting attention

data analysis
data

There are two reasons why the newly installed Advanced data analysis is attracting attention. I will introduce each of them.

Anyone can create and execute programming

The first reason advanced data analysis is attracting attention is that anyone can generate and execute programming code. It analyzes the natural language content you specify at the prompt and converts it into Python code.

In this system, code is processed in a virtual Python execution environment on the server and displayed on the chat screen.

Therefore, there is no need to install a Python environment, which is required depending on the terminal.
Also, by being able to generate Python code, you can perform complex calculations such as functions and cube roots that were difficult with ChatGPT.

File upload/download

Previously, ChatGPT did not allow you to upload or download files, but now you can do so with Advanced data analysis. You can now upload normal natural language text files, Excel files of the data you want to analyze, image data, codes and scripts, etc., so it can be said that the range of usage has expanded significantly. You can also download files for added convenience. The supported file formats are listed below, and the number of supported formats is expected to increase in the future.

  • Text files (.txt, .xml, .json, etc.)
  • Data files (.xlsx, csv, .tsv, .json, etc.)
  • Document files (.pdf, .docx, .xlsx, .pptx, etc.)
  • Code files (.py, .js, .html, .css, etc.)
  • ZIP file (.zip)
  • Image files (.jpg, .png, .gif, etc.)
  • Video/audio files (.mp4, .avi, .mov, .mp3, .wav, etc.)

Examples of using advanced data analysis

advanced

Advanced data analysis has several usage examples. We will introduce five typical usage examples.

long summary

It can be used in Advanced data analysis when you want to summarize long texts. Upload a PDF file of your text and request a summary. If you give the instruction, “Please write a summary that explains the problem and solution in 500 characters or less,” a summary text will be output.

data analysis

Advanced data analysis allows you to analyze your data. For example, you can upload the CSV that you want to convert into graph data, perform aggregation and statistical processing, and perform analysis to determine the median and average values. This can be useful for creating sales data materials to be used at meetings.

Generation, execution, and explanation of Python code

Python code

As I mentioned at the beginning, you can generate Python code just by giving simple instructions at the prompt, and you can even execute it in a virtual environment. Therefore, you can also check the behavior after execution. It also explains the contents of the code, making it easier to understand where the error is occurring. It can also be used to learn programming.

Image processing/detection

Advanced data analysis allows the use of image processing. You can upload image data and perform editing processes such as adding text. You can also upload photo data and detect what is unique from among multiple photos. By using it for the purpose of detecting defective products, it can be expected to prevent human errors and omissions.

Generate QR code

It is possible to generate a QR code. It is generated by sending the specified URL a prompt to request QR code creation. The generated file can be downloaded and used. By embedding the QR code of the page you want to increase the number of accesses into your company profile flyer, you can help attract more customers.

Creating a PowerPoint tataki

Advanced data analysis allows you to create power point charts. A PowerPoint file is created by uploading a text file in advance or instructing the contents of a bulleted memo base via chat, and generating a PowerPoint template. Generating a PowerPoint ready for editing will be more efficient than creating it from scratch.

Points to note when using advanced data analysis

analysis

We have introduced some examples of how Advanced data analysis can be used, but there are some things you need to be careful about when using it. Here I will explain two points to keep in mind.

Unable to connect to the internet or link with external APIs

Advanced data analysis is not connected to the internet. Code running in the Python virtual environment is not connected to the internet for security reasons. Therefore, when conducting analysis based on timely information, it is necessary to pay attention to the data source.
For example, when using market information or weather information that changes daily, it is not possible to perform up-to-date analysis. It is also not possible to link with external APIs, so if you use data from external systems or services, you will need to prepare the data before starting the analysis, such as by uploading the data in advance.

Session timeout

One session starts with ChatGPT and times out after a certain period of time. It is important to keep in mind that files uploaded using Advanced data analysis and chat content will not continue if it times out.

summary

We introduced some examples of how Advanced data analysis can be used. What do you think? With the addition of Advanced data analysis to ChatGPT, people in any profession can now expect to improve their work efficiency and productivity.
In addition to OpenAI, which has released ChatGPT, many other companies are researching and developing generative AI.

New features and services will continue to be released in the future, and will be useful in a variety of business situations. Tech Farm will continue to provide the latest information, including ChatGPT.