Driving the Future of DEX with Riverbed IQ Assist: A GenAI Service for Aternity

As technology evolves faster than ever, IT leaders face a critical challenge: managing growing complexity while ensuring faster, more reliable outcomes. The key to overcoming this lies in rethinking IT operations with intelligence at the core.

A cornerstone of this innovation is Riverbed IQ Assist, a powerful GenAI capability designed to accelerate issue resolution and enhance operational efficiency. By providing actionable insights, remediation recommendations, and workflow automation, IQ Assist transforms IT operations into a proactive and adaptive powerhouse. This isn’t just another feature—it’s a significant leap forward in how the Riverbed platform addresses IT challenges across endpoints, applications, and networks.

Aternity is the first Riverbed product to integrate IQ Assist, revolutionizing the digital employee experience (DEX). Embedded directly into the IT Service Desk Dashboard, IQ Assist empowers service desk teams with natural language inputs and AI-powered remediations. From entry-level technicians to seasoned experts, IQ Assist provides the tools needed for faster issue resolution and measurable outcomes.

What makes Riverbed IQ Assist stand out?

IQ Assist transforms IT operations by embedding AI-driven intelligence directly into workflows through a secure, private LLM designed for accuracy, efficiency, and automation. Unlike many GenAI solutions that require manual user prompts, IQ Assist proactively delivers contextual insights, diagnostics, and remediation recommendations—right where IT teams work. Powered by advanced observability data analysis, it enables IT teams to quickly identify anomalies and root causes across their entire IT landscape.

For many organizations, ITSM applications serve as the central hub for IT service desks. IQ Assist seamlessly integrates into these applications, starting with ServiceNow. With a single click inside an ITSM ticket, L1/L2 technicians instantly receive AI-driven analysis and root cause diagnostics—without switching contexts or manually correlating data across multiple tools.

What makes IQ Assist unique is its ability to do more than just respond to natural language queries—it anticipates what’s needed. By automatically analyzing key metrics, identifying patterns, and delivering prioritized remediation recommendations, IQ Assist eliminates guesswork. IT teams can simplify ticket creation, optimize routing, and accelerate resolution with no-code/low-code workflows that automate expert knowledge.

By eliminating manual effort, streamlining diagnostics, and automating follow-up actions, IQ Assist keeps IT teams agile, proactive, and ready to tackle complex challenges—faster and smarter than ever before.

Key capabilities of IQ Assist

IQ Assist enhances IT operations by providing AI-powered remediation, optimizing workflows, improving key performance metrics, and equipping service desk teams with actionable insights.

AI-powered remediation suggestions: Imagine describing an issue in plain language and receiving actionable recommendations in seconds. With IQ Assist, service desk technicians can input natural language descriptions of problems, receive prioritized remediation suggestions tailored to the issue, and understand each recommendation through clear, AI-generated explanations. This intuitive functionality simplifies decision-making, even for less experienced technicians, and ensures faster resolutions.

Optimized workflows for greater efficiency: IQ Assist removes the guesswork from troubleshooting by analyzing device attributes such as health events and recent software changes, flagging potential mismatches with organizational standards, and prioritizing remediation actions based on their impact and relevance. By streamlining workflows, IT teams can focus on what matters most—minimizing downtime and maximizing productivity.

Accelerated performance metrics: Built to align with key service desk performance indicators, IQ Assist helps organizations reduce Mean Time to Repair (MTTR) and improve First Call Resolution (FCR) rates. These improvements lead to faster issue resolution, better service delivery, and higher user satisfaction.

Empowering service desk teams of all skill levels: Whether a seasoned professional or a new hire, IQ Assist equips every team member with the insights and tools they need to excel. Generative AI ensures actionable guidance is always at their fingertips, enabling confident and effective problem-solving.

Fine-tuned for real-world impact: Riverbed IQ Assist is continuously optimized based on user feedback, ensuring the tool evolves alongside your team’s needs and delivers increasing value over time.

Starting the year strong with transformative enhancements: As organizations navigate the evolving digital workplace, service desk teams need advanced tools that drive efficiency, enhance employee experience, and proactively resolve issues before they impact productivity. In addition to the groundbreaking capabilities of IQ Assist, Aternity continues to lead with powerful enhancements that elevate IT operations and performance.

Proactive, data-driven insights for Microsoft Teams call quality

With virtual collaboration more critical than ever, IT teams need end-to-end visibility into Microsoft Teams performance. Aternity’s latest enhancements empower organizations to proactively detect, analyze, and resolve call quality issues—ensuring seamless communication and collaboration. 

Smarter performance monitoring: New cache size metrics and network synthetics (targeting Teams Edge Nodes and Teams Transport Relays) provide deeper insight into network conditions, helping IT teams pinpoint and eliminate performance bottlenecks. 

“Degraded Calls” insight: Proactively highlights users and devices most impacted by poor call quality, enabling targeted troubleshooting before productivity suffers. 

User-specific call analysis: Aternity now surfaces a comprehensive list of all calls attended by an individual user, including attendee count, duration, and time—making it easy to identify patterns and recurring issues.

Context-driven troubleshooting:

• Quick health snapshots via tooltips reveal other attendees’ experiences, helping IT determine whether an issue was isolated to a single user or widespread. 
• Drill-down call analytics provide a dedicated view of a specific call, offering in-depth performance stats across all participants. 
• Common factor detection, such as outdated audio drivers or network inconsistencies, simplifies root-cause analysis. 
• Business activity timelines surface key moments, like repeated user reconnections due to connectivity issues, helping IT teams quickly assess what went wrong and why. 

These enhancements give IT a powerful new lens into Microsoft Teams performance, allowing for faster problem resolution and a more seamless employee experience.

Simplifying Windows 11 readiness with Smart Insights 

Upgrading to Windows 11 is a critical step for many organizations—but not every device is ready. Aternity now includes a Windows 11 Readiness Checklist in the IT Service Desk dashboard, automatically flagging Windows 10 devices that meet upgrade criteria. 

This proactive visibility helps IT teams save troubleshooting time by avoiding unnecessary fixes on devices due for replacement and ensures a smooth migration by prioritizing upgrade-ready devices for Windows 11 deployment. 

These are just a few of the latest enhancements designed to reduce complexity, improve digital employee experience, and maximize operational efficiency. To explore the full list of Aternity’s newest capabilities, visit our product release page and stay ahead of the curve. 

Stay future-ready with Aternity 

This is just the beginning of how Aternity is revolutionizing the IT service desk. To fully leverage these innovations, it’s essential to stay on the latest version of Aternity through the Unified Agent. This ensures seamless updates, access to next-gen features, and the tools needed to drive exceptional IT performance.

By staying current, you position your organization to resolve issues faster, enhance user satisfaction, and remain agile in the face of ever-evolving IT challenges. Learn more about the Unified Agent and how it keeps your systems optimized.