• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer

My TechDecisions

  • Best of Tech Decisions
  • Topics
    • Video
    • Audio
    • Mobility
    • Unified Communications
    • IT Infrastructure
    • Network Security
    • Physical Security
    • Facility
    • Compliance
  • RFP Resources
  • Resources
  • Podcasts
  • Subscribe
  • Project of the Week
  • About Us
    SEARCH
IT Infrastructure, News

SolarWinds Adds New Virtual Agent to Service Desk to Help Troubleshoot Easy IT Issues

New AI features in SolarWinds' IT service management solutions include a virtual agent designed to help lighten the workload for IT pros.

May 16, 2023 Zachary Comeau Leave a Comment

SolarWinds Virtual Agent AI

SolarWinds is adding new artificial intelligence and machine learning capabilities to its IT service management solutions and Service Desk, including a virtual agent designed to help users and IT professionals solve common IT problems.

According to the Austin, Texas-based provider of IT management tools, the new intelligent solutions and Service Desk AI virtual agent aims to help users solve IT issues on their own so IT professionals can focus on more complex issues.

Specifically, the Service Desk AI virtual agent can answer user questions and support troubleshooting, while continually learning based on interactions with users and adapting over time to provide helpful and relevant information. Meanwhile, guided incident response will help agents more effectively resolve complex issues.

Based on the company’s testing with customers, the new Service Desk AI features enabled IT teams to reduce ticket resolution time by 24% and save an average of 23 hours per week. Surveyed Service Desk customers reported a reduction in downtime of 21% on average and a 24% average increase in progress toward achieving service-level agreements, according to the company.

The new virtual agent adds to the company’s already easy-to-use Service Desk solution, which currently includes automated ticket-routing and AI-powered smart suggestions.

Bringing SolarWinds AI features to other departments

According to SolarWinds, organizations can customize SolarWinds Service Desk to provide efficient and intelligent ticket management systems and service request workflows for other business groups beyond the IT department, including human resources, legal, finance, sales marketing and others. Doing so can help those other departments deliver better service to colleagues.

SolarWinds later this year will launch a new enterprise service management solution designed to allow multiple departments within a single organization to have their own service portal, ticketing system and service catalog within one platform to allow for better cross-department workflows with keeping data segregated.

The new AI-powered ITSM upgrades come after SolarWinds released cloud-based and hybrid observability solutions and a new partner program in the past year. By investing in the AI-powered SolarWinds Platform, the company says it is blending observability and service management to consistently deliver simple and secure solutions for IT Ops, DevOps, SecOps, and CloudOps professionals.

The new virtual agent adds to the company’s already easy-to-use Service Desk solution, which currently includes automated ticket-routing and AI-powered smart suggestions.

In a statement, Cullen Childress, GVP of product management at SolarWinds, said IT management has become increasingly complex with the rapid pace of digital innovation and migration to the cloud in the last few years.

“Our ITSM solutions are a significant focus we’re investing in,” Childress said. “This includes Service Desk, which enables teams to focus more on important business priorities rather than mundane, time-consuming tasks. By leveraging advanced AI and powerful automation, SolarWinds makes users more productive, supports agents more efficiently, and helps ensure companies are more successful.”

If you enjoyed this article and want to receive more valuable industry content like this, click here to sign up for our digital newsletters!

Tagged With: Artificial Intelligence, IT management, ITSM, SolarWinds

Related Content:

  • data breach Nearly 900 Schools Impacted by National Student Clearinghouse…
  • Rearview shot of two young designers giving each other a fist bump in an office, on display is Crestron desk scheduling device Crestron Introduces Desk Q and Desk Touch Scheduling…
  • CI SSI cover Commercial Integrator and Security Sales & Integration Magazines…
  • cyber-attack-skull Spike in Cyberattacks Exposes Vulnerabilities in University Security…

Free downloadable guide you may like:

  • Download TechDecisions' Blueprint Series report on Security Awareness now!Blueprint Series: Why Your Security Awareness Program is Probably Falling Short

    Learn about the evolution of phishing attacks and best practices for security awareness programs to ensure your organization is properly prepared to defend against them in this report from TechDecisions' Blueprint Series.

Reader Interactions

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Get the FREE Tech Decisions eNewsletter

Sign up Today!

Latest Downloads

Download TechDecisions' Blueprint Series report on Security Awareness now!
Blueprint Series: Why Your Security Awareness Program is Probably Falling Short

Learn about the evolution of phishing attacks and best practices for security awareness programs to ensure your organization is properly prepared t...

Workplace Collaboration Tools for Corporate Spaces
Workplace Collaboration Tools for Corporate Spaces

From lobbies and shared spaces to conference rooms and multipurpose facilities, you need high-performing AV technology to effectively share informa...

ChatGPT, generative AI, enterprise, workplace
Blueprint Series: ChatGPT and Generative AI in the Workplace

This latest release of the TechDecisions Blueprint Series explores the new phenomenon of tools such as ChatGPT and how IT leaders should go about d...

View All Downloads

Would you like your latest project featured on TechDecisions as Project of the Week?

Apply Today!
Sharp Microsoft Collaboration HQ Logo

Learn More About the
Windows Collaboration Display

More from Our Sister Publications

Get the latest news about AV integrators and Security installers from our sister publications:

Commercial IntegratorSecurity Sales

AV-iQ

Footer

TechDecisions

  • Home
  • Welcome to TechDecisions
  • Subscribe to the Newsletter
  • Contact Us
  • Advertise with Us
  • Comment Guidelines
  • RSS Feeds
  • Twitter
  • Facebook
  • Linkedin

Free Technology Guides

FREE Downloadable resources from TechDecisions provide timely insight into the issues that IT, A/V, and Security end-users, managers, and decision makers are facing in commercial, corporate, education, institutional, and other vertical markets

View all Guides
TD Project of the Week

Get your latest project featured on TechDecisions Project of the Week. Submit your work once and it will be eligible for all upcoming weeks.

Enter Today!
Emerald Logo
ABOUTCAREERSAUTHORIZED SERVICE PROVIDERSDO NOT SELL MY PERSONAL INFORMATIONTERMS OF USEPRIVACY POLICY

© 2023 Emerald X, LLC. All rights reserved.