SolarWinds AI: your service desk sidekick
The ultimate partner for IT Service Management (ITSM) teams, Al helps increase accuracy and efficiency, as well as lower agents’ time to resolution.
AI guided incident solutions for agents
AI guided incident solutions for agents
SolarWinds AI takes the guesswork out of deciding the right resolution by generating recommended steps for the agent to follow. These steps help agents resolve or troubleshoot the issue based on the initial request and comments within the ticket.
SolarWinds AI helps speed up decision making and align resolution procedures no matter which agent is working the ticket.
Faster communications with AI generated responses
Faster communications with AI generated responses
SolarWinds AI generates responses based on the context of the ticket and the needs of the end-user. Agents, if desired, only have to tweak the response before sending, giving them valuable time back in resolving more tickets.
Enhance collaboration between agents and teams with incident summaries
Enhance collaboration between agents and teams with incident summaries
SolarWinds AI generates a short summary of all comments and communication on the ticket with one click. Whether it’s a lengthy thread, an incident passed between team members, or escalated to another group – SolarWinds AI provides a summary of relevant and useful information to pick up the ticket and get back to resolving faster.
Create happier end-users with SolarWinds AI Service Desk
Create happier end-users with SolarWinds AI Service Desk
The benefits of AI don’t end at solutions for the agent. SolarWinds AI smart suggestions recommends knowledge base articles and catalog items while users are creating a new incident, helping them see options designed to steer them in the right direction.
Our virtual agent uses AI to engage with users in real time through chat interfaces, helping them find the answers they need quickly. It understands inquiries, provides immediate responses, and can guide users through troubleshooting steps. When necessary, it can also escalate complex issues to human agents.
AI by Design
AI by Design
AI by Design is our approach to AI development, consisting of four foundational principles: Privacy and Security, Accountability and Fairness, Transparency and Trust, and Simplicity and Accessibility. They create a framework to help our customers establish a secure, productive, and enduring relationship with our AI-driven solutions.
AI by Design is crafted to ensure that our customers can leverage the very best AI has to offer while minimizing potential downsides. Our goal is to leverage AI to enrich the lives of ITSM professionals like you.
Get More on AI Service Desk
What is Artificial Intelligence and Machine Learning?
Artificial Intelligence (AI) is the simulation of human intelligence processes by machines, especially computer systems. These processes include learning (acquiring information and rules for using it), reasoning (using rules to reach approximate or definite conclusions), and self-correction. AI encompasses a broad range of techniques and approaches, including machine learning and deep learning, natural language processing, and more.
Machine Learning (ML) is a subset of AI focused on the development of algorithms enabling computers to learn from and make predictions or decisions based on data. Instead of explicitly programming rules, machine learning algorithms allow computers to learn patterns and relationships directly from data, improving their performance over time without being explicitly programmed for each task.
What benefits does AI provide ITSM teams?
AI plays a significant role in IT service management (ITSM) by enhancing various aspects of IT operations and customer support, including:
- Automation: AI can automate routine tasks and processes, such as incident routing, password resets, and software updates.
- AI Service Desk Support: AI-powered service desk chatbots and virtual agents can provide 24/7 customer support, answer common IT-related questions, and assist with issue resolution.
- Predictive Analytics: AI can analyze historical data to predict potential IT issues or outages for proactive maintenance and minimal service disruptions.
- Knowledge Management: By extracting insights from documents, customer support tickets, and user interactions, AI can make it easier for IT teams to find relevant information.
- Self-Service Portals: AI-driven self-service portals enable users to troubleshoot and resolve common issues independently.
How does AI make a Service Desk solution better?
Using artificial intelligence in ITSM provides an array of benefits for businesses, including:
- Improved Efficiency: AI automates repetitive tasks and workflows, reducing IT teams' need for frequent manual intervention. Instead, they can direct their attention towards more complex and strategic activities.
- Better User Experiences: Easier and quicker online response times offered by AI-powered service desk chatbots and virtual agents leads to faster issue resolution and happier customers.
- Cost Reduction: Using artificial intelligence in ITSM can also result in better resource utilization and reduced labor costs.
- Performance Monitoring: AI-supported monitoring tools analyze system performance in real time, detect anomalies, and trigger alerts.
- Scalability: AI is designed to handle a high volume of inquiries and tasks simultaneously, making it easier to scale ITSM operations to meet growing demands.
What features in SolarWinds Service Desk contain AI?
Some of the main features of AI in Service Desk include:
- Suggested solutions: AI surfaces processes most likely to resolve the issue based on the content of the ticket, allowing swift decisions and process alignment.
- Draft responses: AI suggests text to send as a response with necessary information. Once the agent is ready to resolve the ticket, a draft resolution text can also be generated.
- Incident summary: With this feature, AI generates a short summary of all communication on a ticket so the new viewer can catch up quickly.
- Knowledge base: AI in Knowledge Base helps organize and recommend relevant articles. It uses natural language processing (NLP) to help insure accurate information is available.
- Virtual Agent: The virtual agent uses AI and NLP to engage with users in real-time through chat. It understands inquiries, provides responses, and can guide users through troubleshooting steps. It can also escalate issues to human agents.
- Self-service portal: Integrating AI-driven search capabilities, the portal allows users to easily find information, solutions, and resources.
How long has SolarWinds been using AI?
While our generative AI features have upgraded our Service Desk AI capabilities, SolarWinds has been using and developing Artificial Intelligence (AI) and Machine Learning (ML) within its products for over 6 years now. In order to sustainably advance our AI and ML capabilities, our Secure by Design principles have guided our security and cyber resilience approach. Now, we’re extending this model to establish optimal practices around AI.
How is data, privacy, and confidentiality handled with SolarWinds AI?
SolarWinds ensures data privacy and confidentiality within AI by restricting its scope within accounts, including between different service providers in our Enterprise Service Management (ESM) configurations. It is designed to adhere to the permissions set in the service desk, aligning with SolarWinds data security policy.
What is Artificial Intelligence and Machine Learning?
Artificial Intelligence (AI) is the simulation of human intelligence processes by machines, especially computer systems. These processes include learning (acquiring information and rules for using it), reasoning (using rules to reach approximate or definite conclusions), and self-correction. AI encompasses a broad range of techniques and approaches, including machine learning and deep learning, natural language processing, and more.
Machine Learning (ML) is a subset of AI focused on the development of algorithms enabling computers to learn from and make predictions or decisions based on data. Instead of explicitly programming rules, machine learning algorithms allow computers to learn patterns and relationships directly from data, improving their performance over time without being explicitly programmed for each task.
Make resolutions easier for all users with SolarWinds AI Service Desk
Service Desk
- Save costs and enable a high-performing, efficient IT service desk
- Smash SLAs with intuitive automations, available when and where agents need them most
- Flexibly scale your IT Service Management while still prioritizing employee happiness and security
