It’s no secret that all software and more broadly, any technology that doesn’t move atoms is ripe for disruption by the current and future capabilities of large language models. Any workflow, application, or digital process that can be expressed in code can be redesigned, improved, and transformed at speed and scale. AI-first companies will outpace legacy players by orders of magnitude, and many workflow-based models with humans in the loop will be fundamentally reshaped.
The same transformation will change how departments and teams operate. While creativity, commitment, and strategy will remain human, execution will increasingly be delegated to AI systems, much like robots have become the backbone of modern factories.
IT is on the verge of this revolution. Hardware footprints are limited, infrastructure is increasingly standardized or outsourced, and most of the intelligence already lives in systems, processes, and software.
In IT operations, one of the most profound changes will occur in IT Service Management (ITSM), a model built around tracking incidents, resolving tickets, and processing requests through long chains of approvals and complex workflows.
Proactive monitoring and automation, enabled by Digital Employee Experience (DEX) platforms, have already started to change the game by preventing issues before they occur reducing incidents dramatically.
Now, with the emergence of powerful AI models, that same DEX intelligence can be placed directly in the hands of every employee: a personalized agent that answers digital questions in context, accelerates onboarding, boosts productivity, and resolves IT issues autonomously.
Welcome to Spark.
Designed for Experience. Not Chatbots.
The story of Spark began more than two years ago, when we introduced Nexthink.ai at our global Experience 2023 conference. The vision of a personal AI agent, built on top of DEX data and automation, emerged as DEX expanded beyond traditional IT operations into areas such as digital adoption, license optimization, compliance, and many other use cases.
It became clear to us that organizations need to optimize employee experience and productivity through real-time, proactive solutions. New generations no longer want to rely on tickets or chatbot-driven workflows. They expect their digital systems to simply work and when they interact with an agent, they expect faster, higher-quality service than what traditional human support can provide. And let me say it clearly, if the experience is not better 99% of the time, the approach will fail.
Building on this insight, and leveraging more than 25 million digital workplaces, billions of real-time signals, and years of helpdesk data, we set out to build the most advanced IT agent in the industry, grounded in three core principles.
1. Personalization
Every employee should feel that Spark understands their digital environment and can provide immediate, relevant help based on their unique situation.
2. Context awareness
An IT agent designed to serve employees must have full access to DEX data to perform real-time diagnostics and accurately understand user needs within their operational context.
3. End-to-end automation
Spark is built as a vertically integrated system: from conversation to resolution, issues can be diagnosed and solved in seconds, without complex multi-vendor integrations or external orchestration layers.
From DEX Experts to IT Professionals
A second core belief that shaped the development of Spark was the importance of building it not only for employees, but also for IT teams. Spark is designed to work for IT, so IT professionals can evolve into architects and true pilots, while Spark handles day-to-day operational work with employees.
Ensuring the right safeguards for automation, appropriate levels of AI compliance, and the ability for IT teams to provide feedback, both at the individual conversation level and at a global level, were essential requirements. Equally important was enabling Spark to leverage the wealth of existing unstructured knowledge already available within organizations.
Below is an example of how Spark reasons through an issue. Within the Spark console, IT teams can provide feedback on individual conversations or in aggregate to continuously improve outcomes.
Another important area for IT teams is the ability to quantify outcomes and cost savings for their organizations. Spark includes a cockpit that tracks the results of every interaction, including resolution rates and measurable gains in productivity.
Spark in Production: What it Delivers Today
Spark has been running in dozens of large organizations for several months, with capabilities continuously improving through trained models, post-deployment learning from subject-matter experts, and cross-customer insights that steadily increase accuracy over time.
These capabilities represent Spark’s current areas of excellence, not the full extent of its potential. As functionality continues to expand, Spark is designed to support a broad range of digital and IT needs. Today, its primary strengths include:
- Diagnosing and resolving workplace issues
- Answering questions on IT processes and onboarding
- Handling IT requests across a broad range of systems
- Checking device health and recommending corrective actions
- Coaching employees on IT policies, including risk and governance
Many organizations have already invested in their own front-end agents or chatbots. To accommodate this reality, Spark is designed to integrate seamlessly with existing conversational interfaces, powering them with deep IT expertise, real-time diagnostics, and automated resolution capabilities.
Putting an IT Expert in Every Employee's Hands
In the same way that large language models have allowed us to democratize DEX data and automation across IT teams with Workspace, a new IT era is now opening, one where an IT expert can be placed in the hands of every employee.
Spark is the most exciting product we have introduced at Nexthink since Infinity, and it has been incredibly rewarding to see early customers and partners achieve high levels of automation in their first implementations.
With the arrival of Spark, we feel we are opening a new chapter in our journey, one that brings us closer to our long-standing vision of helping every employee fulfill their potential through technology, delivering better experiences, and elevating the role of IT from operators to true designers and architects of the digital workplace.
Learn more about Spark.