Leveraging chatbots with Nexthink

Problem

Without proper context about the user and their device, chatbots struggle to identify the root cause of issues or initiate resolutions. This leads to incomplete responses, user frustration, and unnecessary service desk escalations.

Solution

Nexthink Spark is an AI agent that automates IT support across chats and service channels by interpreting and resolving employee requests in real time.

However, you may still need or prefer to integrate your own chatbots with Nexthink to provide real-time context visibility and remediation capabilities without requiring human intervention. Nexthink enables chatbots to:

Retrieve employee and device context (e.g., performance metrics, running services, active alerts)
Diagnose common IT issues
Trigger targeted remediations directly from the chat interface using Remote Actions or workflows

As a result, Nexthink-powered chatbots reduce raised service desk tickets and time-to-resolution.

Ways to integrate Nexthink with chatbot solutions

You can integrate Nexthink with your chatbot solution using two supported methods:

Integrating via Nexthink standard REST APIs—NQL API and Remote Actions API.
Integrating via Nexthink Workflow APIs

Integrating via Nexthink standard REST APIs

Refer to the Integrating chatbots using Nexthink REST APIs documentation for a step-by-step integration guide.

This method uses standard REST APIs to:

Query device and user context using the NQL API for issue diagnosis.
Trigger remediations using the remote actions API.

Best suited for:

Simple, well-defined chatbot interactions where direct REST API calls are sufficient.
Scenarios where the chatbot owns orchestration and logic—when to query, when to remediate. This provides fine-grained control over logic and data inside the chatbot platform, but requires higher development effort.

Integrating via Nexthink Workflow APIs

Refer to the Integrating chatbots with Nexthink workflows documentation for a step-by-step integration guide.

This method uses Nexthink workflows to enable chatbots to trigger designed automations for specific use cases:

Apply branching logic and variable conditions.
Handle input/output for user responses.
Trigger native remediation actions, such as remote actions.

Best suited for:

Multi-step, stateful interactions with complex conditional branching and pause/resume logic.
Scenarios in which the workflow owns orchestration and logic for specific use case, while the chatbot identifies the issue and triggers the workflow. This provides fine-grained control over resolution processes inside Nexthink, reducing development effort in the chatbot.