SolarWinds adds transformative AI features to IT service management solutions

SolarWinds, a leading provider of simple, powerful, and secure observability and IT management software, announces it is adding transformative artificial intelligence (AI) and machine learning (ML) capabilities to its IT service management (ITSM) solutions. The new AI features include a virtual agent to help users solve everyday IT problems and guided incident resolution to empower agents with the information they need to effectively resolve complex issues.

The new SolarWinds Service Desk additions are designed to reduce ticket volume by enabling users to remediate easier-to-solve issues so IT practitioners can focus on the complex issues requiring their expertise. The Service Desk AI virtual agent can answer user questions and support troubleshooting. By constantly learning based on interactions with users, the virtual agent adapts over time to provide the most helpful and relevant information and help solve issues based on each customer’s specific needs.

The cloud-native SolarWinds Service Desk solution is highly regarded in the industry for being easy to use and effective for users and agents while providing quick time to value. Automated ticket routing, AI-powered smart suggestions, and the new virtual agent within Service Desk all help ensure agents can efficiently deliver services across the organization. Customers can also enhance and personalize Service Desk through integrations with over 200 popular cloud applications.

SolarWinds solutions are rooted in the company’s deep connection with tech professionals. The company engaged directly with customers through THWACK, its community of over 180,000 users, to develop and test the new AI capabilities and ensure they make it easier for IT pros to do their jobs. A recent survey of SolarWinds customers found the new Service Desk AI features enabled IT teams to reduce ticket resolution time by 24% and save an aver- age of 23 hours per week. Surveyed Service Desk customers have also reported a reduction in downtime of 21% on average and a 24% average increase in progress toward achieving service-level agreements (SLAs).

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