Challenge
Cloud operations teams managing VMware Cloud Foundation infrastructure had no unified diagnostics surface — they pieced together signals from disconnected tools while AI/ML capabilities sat unused because operators didn't trust outputs they couldn't explain.
Constraints
Existing VCF platform architecture and alert infrastructure could not be replaced; the AI layer had to integrate non-disruptively without exposing model internals or requiring operators to change their mental models overnight.
Success Metrics
Increase AI feature adoption from near zero to measurable daily usage, reduce mean time to diagnosis for P1 infrastructure events, and establish a design system for explainable AI interactions that the broader VCF product org could adopt.
Design Impact
A conversational AI assistant, explainable diagnostic workflows, and an AI interaction design system gave operators the confidence to act on AI recommendations — transforming passive skepticism into active reliance.
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