Nexthink has announced the launch of Nexthink Spark, claimed to be the world’s first personal IT agent powered by real-time digital employee experience (DEX) data.
Built on the Nexthink Infinity platform, Spark is a personalised, context-aware, fully autonomous AI agent that reaches employees and resolves IT issues before they impact work. Unlike traditional virtual agents that primarily route or log tickets, Spark is designed to fix issues at first contact.
Traditional approaches to IT support have failed, says Nexthink, with ticket volumes continuing to rise, employee satisfaction stalled, and costs mounting to around 4% of global IT spend. Consequently, businesses have had to choose between overstaffing IT service teams or accepting chronic employee frustration, decreased productivity, and associated operational resilience issues.
Nexthink Spark offers a way forward. After a very broad early adopter programme involving thousands of employees, Spark achieved a 77% first-contact resolution rate, more than five times the industry average of 15%, says Nexthink. This was paired with a major reduction in lost productivity time, as Spark was able to autonomously resolve L1 issues in less than two minutes on average.
“The service desk as we know it won’t survive the next five years, but most vendors are still thinking incrementally,” said Pedro Bados, CEO and co-founder of Nexthink. “Employees now expect most problems to be prevented through digital employee experience, and when help is needed, AI agents like Spark must resolve issues autonomously, in a personalised and context-aware way.”
Key features of Nexthink Spark include:
- Personalisation: leverages real-time endpoint telemetry to understand each employee’s digital journey, ‘delivering the right resolutions through the right conversations at the right moment’.
- Context-aware intelligence: uses live signals from the Nexthink Infinity platform to understand issues as they occur and apply the most relevant remediation in real time.
- End-to-end automation: executes fixes using native DEX remote actions and workflows, resolving issues autonomously without complex integrations or external orchestration.
- Governance and guardrails: built with enterprise-grade controls that allow IT teams to define policies, approve actions, and continuously train models to adapt safely to the organization.
“We are living through a unique moment for IT,” said Bados. “By combining the power of DEX data with the intelligence of large language models and putting that capability directly in the hands of employees, we are witnessing a profound shift in automation, digital experience, and productivity. IT teams are evolving from fixers and builders into true architects of the future of work.”
Nexthink Spark is a clear example of how agentic AI will empower the automation of many routine but vital tasks. This will take much of the day-to-day friction out of operational resilience, enabling greater productivity and, ultimately, competitive advantage.
