Customer service has emerged as a critical differentiator for businesses seeking to stay ahead of the competition. As customer expectations continue to evolve, companies are exploring innovative solutions to provide efficient, personalized, and engaging support experiences. Enter generative Artificial Intelligence (AI) – a powerful technology that has the potential to revolutionize customer service interactions.

Customer support has always been a critical aspect of any business’s success. With customers expecting quick, efficient, and personalized assistance, companies are continuously seeking ways to improve their support systems. Enter AI-based customer helpdesk software, a revolutionary solution that combines the power of artificial intelligence and machine learning to transform the customer support landscape.

The limitations of the NLP tech stack gave birth to the modern LLM tech stack. As businesses evolve as connected, interactive, and data-intensive, business products are powered by a new layer of this modern technology.

At.conf23, we announced the preview release of Splunk AI Assistant - Splunk's first offering powered by generative AI. This app offers an intuitive and easy-to-use chat experience to help you translate a natural language prompt into SPL query that you can execute or build on, all within a familiar Splunk interface. Splunk AI Assistant also explains what a given SPL query is doing in plain English with a summary as well as a detailed breakdown of the query.

In this interconnected business landscape, communication and collaboration are paramount for organizations to be competitive. That’s why the role of AI-enabled collaborative workspaces in ITSM cannot be understated. As the demand for seamless, proactive, and contextual IT services grows, organizations must capitalize on their potential to stay ahead of the curve.

Organizations — particularly those with high security and compliance requirements — need a customizable way to explore and innovate with artificial intelligence and other new technologies. This is why we’re happy to introduce OpenOps, an open source platform designed to help organizations experiment with AI in a secure environment they control. OpenOps is a framework of several tools that enables you to test open source AI models in a sandbox.

Katie Schmidt, senior manager of AI/machine learning user experience research, contributed to this blog. Years of user experience (UX) research and customer feedback have shown that building trust is integral to success with AI. With generative AI (GenAI), trust is more important than ever.