SolarWinds debuts AI framework in its service desk product

IT observability and management software maker SolarWinds today introduced a new AI platform that when embedded into the company’s other solutions will provide generative AI capabilities to speed problem resolution, minimize downtime, and empower IT staff to improve service delivery.

SolarWinds AI, developed using SolarWinds’ AI by Design framework, is embedded in SolarWinds AI in Service Desk, an IT service management (ITSM) solution. SolarWinds AI in Service Desk uses large language models and proprietary algorithms to help service agents by summarizing complex ticket histories, providing suggested agent responses to inquiries, and generating real-time recommended steps for resolving issues, according to the company.

“In creating SolarWinds AI, we leveraged our long history of engaging with the IT community to build an AI system that could act as a valued partner to IT pros in their everyday lives and reimagine the productivity, efficiency, and innovation they’re capable of,” said Krishna Sai, senior vice president of engineering at SolarWinds, in a company statement.