SolarWinds, a provider of observability and IT management software, said this week it is adding artificial intelligence (AI) and machine learning (ML) capabilities to Service Desk, its IT service management (ITSM) platform.
The new AI features, the company said, 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 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,” the company said in a release.
“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.”