New Relic launches AI-driven digital experience monitoring tool

New Relic has launched the industry's first fully-integrated, AI-driven Digital Experience Monitoring (DEM) solution, aimed at optimising app performance and proactively preventing interruptions in digital experiences.

The global rollout sees the introduction of a comprehensive suite designed to offer end-to-end visibility and real-time insights across mobile, web, and AI applications.

The platform enables organisations to deliver high-quality digital experiences across all user touchpoints.

Key features include New Relic mobile user journeys, mobile logs, and enhancements to session replay. The technology aims to address disruptions in digital experiences, such as slow-loading apps, which can erode customer satisfaction and negatively impact businesses' conversion rates and revenue.

The need for such a solution has been amplified by the rapid adoption of AI technologies, which can sometimes produce unreliable results, potentially damaging brand reputation. New Relic's DEM tool monitors real user interactions across all applications, including AI-driven ones, helping to identify incorrect AI responses and flagging user friction points.

"As streaming services across the Asia Pacific region gear up for the record-breaking viewership of the Paris Olympics, they must do everything they can to prevent buffering screens and frozen replays," said Peter Marelas, Field Chief Technology Officer, APJ at New Relic.

"When even the slightest delay can lead to customer churn, poor reviews, or lost subscribers, every second matters. New Relic enables streamers to proactively manage and optimise digital experiences in real-time, enabling them to host uninterrupted live events for every viewer across all devices—even during peak times."

New Relic's DEM is designed to combat the issue many enterprises face with multiple disjointed user monitoring solutions, which often provide partial views of digital experiences.

This integrated solution combines real user monitoring (RUM) capabilities—such as browser monitoring, mobile monitoring, and synthetic monitoring—with APM 360, errors inbox, and AI monitoring in a single platform. It offers enterprises an end-to-end perspective of their customer experiences, allowing a comprehensive understanding of user behaviour and app performance.

The technology helps measure the health and performance of applications and underlying network infrastructure from a user viewpoint. This capability enables quick identification of root causes for issues and rapid resolution, fostering better app design and enhanced user engagement.

Stephen Elliot, Vice President at IDC Group, commented on the launch, stating, "When customers want to purchase a product or service, or get information, there's little patience for slow or disrupted experiences. Customers have other options and will go elsewhere when they encounter these issues. DEM enables providers to know exactly the type of experience their customers are seeking and the problems they encounter. Most importantly, DEM allows these companies to get ahead of issues before they lose revenue. On the flip side, when companies get DEM right, customers are more likely to keep coming back and recommending them."

Sumit Malhotra, Chief Information Officer at Times Internet, highlighted the technology's impact: "When you are developing applications at the velocity we are, mistakes do happen."

"One of the key goals for us is to understand what that problem is within 30 seconds and correct it so our customers are not impacted. This is where New Relic helps us. New Relic has brought significant clarity to our digital operations. We now have a clearer view of critical touchpoints, enabling our teams to pinpoint and resolve issues more effectively."