What Is Assistive AIOps?
As outlined in our last blog, diagnostic AIOps systems provide critical information about IT environments, which IT pros can leverage to make informed decisions. It recognizes when something is wrong, but IT pros still need to do the work of remediating the issue. This is where assistive technology can be incredibly useful. In recent years, the evolution of AI through large language models (LLMs) has revolutionized human-computer interface, allowing systems to understand and respond to user queries in context. In IT management, working with chatbots or virtual assistants can drastically accelerate problem-solving. IT teams can gather information, ask specific questions, and receive targeted responses without manually sifting through reams of information.
Virtual Assistance in ITSM
At its core, assistive AIOps provides support and guidance to IT professionals. In the human-centric field of ITSM, AI-powered virtual assistants reduce wait times with instant responses to common queries, guiding users through the steps to fix the issue at hand. These systems also help deliver personalized support by analyzing preferences and ensuring users receive relevant assistance. Virtual assistance leverages a host of different strands of artificial intelligence:
- Machine learning (ML) to analyze data and improve decision-making
- Natural language processing (NLP) to facilitate effective interaction with users
- Predictive analytics to identify patterns and anticipate IT issues
- Robotic process automation (RPA): Automates repetitive tasks like ticket routing
- Cognitive computing simulates human thought processes in complex scenarios
Leaders should note that it’s important to strike the right balance when using AI for ITSM. AI can help solve problems, but users will often still prefer to speak with a person. Moving tier-one tasks to tier-zero is where current AI models truly excel, and AI is great for handling simpler requests like password resets or basic inquiries. However, having a human on hand to help solve more complex problems can make for a more satisfying customer experience.
Case Study: SolarWinds Virtual Agent
To study assistive AIOps in context, let’s examine the SolarWinds Virtual Agent, a conversational self-service chatbot with SolarWinds® Service Desk. The Virtual Agent helps requesters resolve issues without involving a service desk agent. It mimics human interaction, learning and adapting through intelligent conversation. It understands the user’s language, asks additional questions to gain context, responds to user queries in real time, and provides a hand-off to a human service desk agent when required. Crucially, the Virtual Agent is available to users 24/7, ready to:
The Future of Assistive AIOps in Observability
While we are already seeing exciting developments of assistive AIOps in ITSM, the integration of chatbots in observability is still evolving. While some products offer chatbot experiences, they are often limited to specific tasks like onboarding entities. Nevertheless, virtual assistants hold great potential in this field:
- Advanced assistive tools in the chatbot experience can summarize multiple data points and identify correlations with just a few questions.
- They can save time and effort by quickly identifying which essential entities are in a bad state and providing logs and summaries.
- They are also beneficial for alert correlation, helping you understand the connectivity between performance issues.
ITSM solutions provide a solid foundation for integrating AI technologies, thanks to their standardized processes like incident and change management. While AI integration in observability is developing, data complexity and a focus on analysis rather than direct user solutions make it an intricate process.
Turning Complicated Workflows Into Seamless Interactions
The chance to interact with IT systems through natural language promises to transform complex processes into intuitive experiences. Enriching the chatbot experience in various areas of IT management could offer a pathway to save time and enhance efficiency by radically simplifying navigation. Currently, we engage primarily through text, yet it’s interesting to consider how future interactions might evolve toward more intuitive and less text-heavy formats. Regardless of how the field evolves, responsible development is essential.
Our AI by Design framework helps ensure that any development is done with human interests at the heart of what we do. Stay tuned to the SolarWinds blog for our final article in this series, tackling automation in AIOps.
