Meet AiVA. The New Customer Standard for an Outstanding IT Experience 

A Deloitte study says, “Agentic AI has the potential to make knowledge workers more productive and to automate multi-step processes across business functions.” Deloitte predicts that in 2025, 25% of companies that use gen AI will start agentic AI proofs of concept, up to 50% in 2027. 

At NWN, we believe the future of IT support lies in intelligent automation, driven by real-time data and artificial intelligence. And most importantly, directed by human expertise. In a recent CRN article, NWN’s CEO, Jim Sullivan, shared how, “We are helping customers sift through the AI noise and providing them with real generative AI solutions that are having a major positive impact on their businesses.” 

A Virtual Assistant Built for Real IT Challenges

NWN’s Experience Management Platform (EMP) is a unified, data-driven solution that empowers IT teams to deliver secure, resilient, and self-healing systems while enhancing EX.

At the heart of EMP is AiVA. NWN’s new AI-powered Virtual Assistant. Designed to streamline support and simplify IT, AiVA will transform how organizations interact with their technology. AiVA integrates seamlessly with a range of business operations, from ITSM to HR and Finance. 

AiVA understands intent and sentiment enabling employees to engage with their data and devices naturally. Whether it’s performing diagnostics or automated fixes, it’s not just telling you what to do but proactively doing it for you. In other words, it doesn’t wait for human prompts. This automation-rich approach enables up to 50% support deflection from day one, freeing IT teams to focus on strategic initiatives rather than repetitive tasks.

The Backbone of Unified IT

Through the integration of AiVA, EMP becomes a single view for IT experience management. EMP supports over 2,000 customers, applying intelligence from millions of data interactions to create a continuously evolving system that learns and improves.

EMP leverages its IP alongside partner technologies for a fully managed AI-powered contact center solution. By weaving AiVA into the AI Support Center, we’ve achieved 49% reductions in Mean Time to Resolution (MTTR) and 58% lower cost per contact. These are real, measurable outcomes that drive down operational costs and improve response times.

Digital Employee Experience (DEX) Management, integrated with AiVA 

AiVA and DEX work together to track technology adoption, assess digital response, and resolve problems before they surface. Through Modern Device Intelligence, NWN proactively monitors device health, performance, and compliance. This ensures a secure and continuous digital journey.

From patching and encryption to slow PCs and missing apps, AiVA provides context-aware resolutions integrated with collaboration tools. It’s not just IT support. It’s a digital coworker that keeps employees productive and engaged.

Proactive Support, Predictive Outcomes

With proactive monitoring, self-healing workflows, and intelligent automation, EMP shifts IT from reactive to proactive. Instead of waiting for systems to break, AiVA and DEX spot irregularities before they arise. This keeps the business moving.

Empowering a Cloud-Forward Workforce

As organizations shift from on-premises to cloud and multi-cloud environments, they face increased administrative overhead and growing security concerns. EMP addresses these challenges with a unified IT management approach that simplifies cloud transitions and provides scalable, secure, and automated operations.

From handling MACD (Move, Add, Change, Delete) requests to automating routine service tasks, AiVA and EMP reduce IT friction and increase employee productivity by up to 20%.

What’s Next? Smarter IT, Better Together

Looking ahead, our focus is on expanding the intelligent capabilities of AiVA and the EMP platform. With anticipated outcomes such as 60% more intelligent automation interactions, 30% increased asset accuracy, and 80% reductions in MTTR, EMP is redefining the digital workplace.

And with a best-in-class managed services Net Promoter Score (NPS) of 79, we’re not just delivering technology, we’re delivering trusted partnerships and outcomes.

Final Thoughts

NWN’s AiVA Virtual Assistant with the power of EMP is more than a support tool. As part of the broader EMP platform, it brings together data, AI, and human expertise to create a unified, modern IT experience that anticipates needs, simplifies complexity, and empowers employees.