SolarWinds (NYSE: SWI), the observability and IT management software company, has announced the addition of innovative artificial intelligence (AI) and machine learning (ML) capabilities to its IT service management (ITSM) solution.
New AI capabilities include Virtual Agent, which helps users solve everyday IT problems, and Guided Incident Resolution, which gives agents the information they need to solve complex problems.
The new SolarWinds Service Desk addition is designed to reduce ticket volume by empowering users to resolve easy-to-solve issues. IT professionals can focus on complex problems that require their expertise.
SolarWinds expects AI to constantly learn based on user interactions and adapt over time to provide the most helpful and relevant information to solve problems based on specific customer needs.
Extensions such as: Automated ticket routing, AI-powered smart suggestions, and new virtual agents within the service desk help SolarWinds efficiently deliver service across the board.
You can also enhance and personalize your service desk through integrations with over 200 popular cloud applications.
Cullen Childress, GVP of Product Management at SolarWinds, said: “Digital transformation, application modernization, and migration to the cloud have dramatically increased the complexity of digital services.”
“This means that the number of potential issues impacting the user experience has also increased significantly.
“Our ITSM solutions are a key focus of our investment.
“This includes a service desk that allows teams to focus more on critical business priorities rather than time-consuming mundane tasks,” says Childress.
Teams can customize SolarWinds Service Desk to provide an intelligent ticket management system and service request workflows to other business groups beyond IT.
SolarWinds believes that by managing employee requests in one system and automating workflows, departments will be more responsive and better able to deliver service.
“By leveraging advanced AI and powerful automation, SolarWinds improves user productivity, supports agents more efficiently, and ensures companies are more successful,” said Childress.
SolarWinds worked directly with customers through THWACK, a community of over 180,000 users, to acquire these new AI solutions.
From here, they developed and tested new AI capabilities to make sure that they could make the jobs of IT professionals easier.
A recent survey of SolarWinds customers found that new Service Desk AI capabilities helped IT teams reduce ticket resolution time by 24%, saving an average of 23 hours per week.
Surveyed service desk customers reported an average 21% reduction in downtime and an average 24% increase in progress towards meeting service level agreements (SLAs).
SolarWinds to launch new enterprise service management (ESM) solution later this year designed to enable multiple departments within a single organization to have their own service portal, ticket management system and service catalog within one platform It’s a schedule.
SolarWinds believes this provides better separation of data from different departments while improving cross-departmental workflows.
