The user experience and the false syllogism

It’s a natural thought process, but Aristotle would probably not approve.

IT says our ISP is having latency issues.
I am having a problem with Microsoft Teams.
Therefore, our ISP is the cause of my Teams problems
.

It seems like a logical conclusion. But you can’t look at just one component to make an informed conclusion. There’s a lot of factors that affect users’ Office 365 experience. It’s true that the ISP might be the problem, or maybe a contributor. But maybe it’s just that user’s desktop. Or network segment. Or firewall. Or a mix of several little things that, when combined, became a big problem. Looking at a single anomaly and blaming it for the problem is like making a suspect fit the crime.

That’s why we look at each component individually, both in the past and predicted future. Then we examine how that component fits (and had fit previously) into the bigger picture. Has this ISP had similar issues in the past? If so, when those issues happened, did it significantly affect Microsoft Teams performance? And, if so, does this effect now exceed the standard deviation? Is all of Office 365 experiencing issues? And of course, user perception comes into play every time. When a support ticket comes in, how much is real vs perceived?

Our TrueDEM™ AI looks at the big picture. Our Perfraction™ engine “perfracts” the data stream into individual components, like light through a prism. We analyze each component on its own, but then also as part of the whole. You could say “the whole Office 365 user experience is greater than the sum of the parts.”