AI Service Desk
with Service Desk
The ultimate partner for IT Service Management (ITSM) and IT support teams, Al helps increase accuracy and efficiency, as well as lower agents’ time to resolution.
AI-guided incident solutions for agents
SolarWinds AI Service Desk 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 agents help optimize decision-making and streamline resolution procedures, regardless of which agent is working the ticket.
AI-generated responses inside your ticketing system
SolarWinds AI Service Desk generates responses based on the ticket's context and the end-user's needs. Agents, if desired, only have to tweak the response before sending, giving them valuable time back to resolve more tickets. This feature reduces the time to resolution for service requests, enhancing the customer or employee experience.
Identify root causes faster with intelligent problem correlation
When incident patterns that signal a larger problem are left to manual analysis, they’re often missed or recognized too late, leading to repeat incidents and wasted effort. SolarWinds generative AI analyzes incident data to automatically identify related issues and guide agents to create or link problem records with the right context already in place.
By understanding the connection between issues, teams can focus on the underlying cause of recurring issues, helping reduce repeat incidents, accelerate resolutions, and minimize manual effort spent connecting tickets.
Enhance collaboration between agents and teams with incident summaries
SolarWinds AI generates a short summary of all comments and communications on the ticket with a single 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 shorten resolution time.
Turn existing process documentation into actionable runbooks
Many ITSM teams store their preferred processes in various documents, but ensuring these processes are actively used in daily workflows can be challenging—and converting them into actionable runbooks often takes significant time and effort.
With AI-generated runbooks, teams can automate the creation process. Upload a PDF, a Microsoft Word document, or enter free text, and instantly generate a draft runbook. These structured, step-by-step guides can be easily edited, published, and linked to tickets, providing agents and teams with a standardized resolution process—increasing agent productivity.
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 recommend 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. It improves service quality and reduces the need for escalation. 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.
Get More on AI Service Desk
Do you find yourself asking…
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.
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.
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