> For the complete documentation index, see [llms.txt](https://docs.nexthink.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.nexthink.com/user-guide/spark/setting-up-and-managing-spark/rolling-out-spark-to-your-organization/driving-spark-adoption.md).
# Driving Spark adoption
Follow these steps to drive adoption within your organization:
* [#raise-employee-awareness](#raise-employee-awareness "mention")
* [#turn-usage-into-a-habit](#turn-usage-into-a-habit "mention")
* [#keep-employees-coming-back](#keep-employees-coming-back "mention")
***
## Raise employee awareness
Refine your communication messages so each step of your plan reaches the right people with the right information at the right time.
Make sure employees know how Spark can benefit them:
* Spark can resolve IT issues on their own time, without waiting.
* Spark can help improve their technology experience.
* When an escalation is needed, Spark can help create a ticket.
### Build a Spark ambassador program
Build a Spark ambassador program with the goal of having influential colleagues speak positively about Spark to their peers.
* Identify leaders and organizational influencers from outside the IT department who are top users of IT services.
* If your organization already has IT ambassadors, you can leverage them for this role.
* Invite them to an exclusive group with an open communication channel, where they learn about Spark and its benefits and provide feedback.
* Encourage them to share feedback through that channel.
* Encourage them to help colleagues use Spark. Gamify this with defined goals, for example, helping at least one colleague access Spark and find an improvement to their digital employee experience.
### Announce Spark
Send emails and campaigns to inform employees about Spark with relevant tips on how to get started.
* Introduce Spark using the branding you defined previously.
* Explain the benefit to the employee.
* Notify employees of upcoming changes to existing services.
* Explain the escalation process through Spark.
* Provide specific use-case examples of what Spark can help with, customized by department and their commonly used tools.
{% hint style="info" %}
Nexthink recommends establishing a launch email cycle: a launch email, followed by an email sharing a success story and metrics, followed by a tips email that reiterates how to use Spark.
{% endhint %}
Introductory email template
**Subject:**
Introducing Spark
**Body:**
Hello `[name]`,
`[Your IT department/organization name]` is excited to announce we're launching Spark.
**What is Spark?**
Spark is your AI-enabled IT agent. Spark can troubleshoot problems directly on your computer and help you resolve issues immediately, with no wait time.
**How do I use Spark?**
You can ask Spark anything about your digital experience. Here are some examples to start with:
* "What can you do for me?"
* "How can you support me with Excel?"
* "Can you help me speed up my computer?"
* "Can you check my internet connection?"
**What if I still have an issue?**
Spark can create a support ticket for you with the full context of the issue you're troubleshooting, speeding up response and resolution with our IT team.
Looking for more information? Read more about it `[here | link to knowledge base article]`.
## Turn usage into a habit
Once employees know how to access Spark, create positive feedback loops that drive ongoing engagement.
### Enable Spark adoption through helpdesk services
* Revise your success metrics for IT teams to ensure their goals align with implementing Spark.
* Train helpdesk employees to use Spark first when answering a support call.
* When helpdesk employees remote into a device, have them demonstrate accessing Spark and use it to troubleshoot and resolve issues where possible.
* Identify common use cases Spark can resolve first, for example clearing a cache, and notify employees they can use Spark without any wait time, on their own schedule, to minimize interruptions.
### Redirect employees from existing channels gradually
* Start with the highest-use entry points, such as ticket creation, followed by phone services.
* Prioritize changes that increase positive experiences over changes that add friction.
* Employ the [Spark Handoff API](https://docs.nexthink.com/api/spark/handoff-api) to automatically transfer conversations to Spark.
#### Redirect employees from your ticketing platform
Ticket creation is the most common way employees seek IT support, so redirecting employees to Spark first before they create a ticket has one of the biggest positive impacts on adoption.
Redirect banner template
We're switching to Spark first for support. Find Spark in Microsoft Teams or on your desktop to fix your issue or create a ticket with all the relevant information.
Tickets created through Spark may be answered more quickly.
For employees who do submit tickets, deploy the [Spark Handoff API](https://docs.nexthink.com/api/spark/handoff-api) to automatically launch a Spark conversation.
#### Redirect employees from phone services
* Add a recorded phone message that offers Spark as an option before connecting employees with a human agent.
* Expect some friction from the added delay. This may require adjusting helpdesk service level agreements (SLAs), and you can size the delay using your internal call-abandonment rate data.
* A delay of 60–120 seconds with a message and options is a good starting point for redirecting employees.
* Reduce the friction of the delay by giving employees a choice, for example: "Press 1 to keep holding, or use Spark right away. You can also use Spark to create a ticket."
* Leverage the [Spark Handoff API](https://docs.nexthink.com/api/spark/handoff-api) to automatically initiate a Spark conversation when an employee calls IT support, with the agent guided by a predefined prompt.
#### Redirec employees from existing enterprise chatbots
If you currently use an enterprise chatbot for IT support, you can redirect that traffic to Spark to strengthen adoption.
* Configure [Spark Handoff API](https://docs.nexthink.com/api/spark/handoff-api) to automatically transfer conversations to Spark when issues require advanced support, preserving the full context so employees can continue seamlessly in a dedicated channel.
* Configure [Spark Agent2Agent integration](/configuring_nexthink/bringing-data-into-your-nexthink-instance/integrating-nexthink-with-third-party-tools/spark-agent2agent-integration.md) integration to allow employees to continue their support journey in their existing chatbot while the agent discovers, invokes, and tracks Spark capabilities in the background.
## Keep employees coming back
Make Spark's success visible to leadership and to employees by sharing win conditions.
### Recommend specific actions and questions
Suggest employees ask Spark:
* "What can you do for me?"
* "How can you support me with Excel?"
* "Can you help me speed up my computer?"
* "Can you check my internet connection?"
### Close the loop with success stories and metrics
Adoption grows when employees see their peers benefiting. Provide examples of how Spark benefits employees in their daily work.
#### Identify success stories
Real success stories demonstrate the tangible value Spark brings to your employees' daily work. By showcasing how Spark has already helped resolve common issues, you build credibility and trust in the tool across your organization.
Your Spark [All Conversations](/user-guide/spark/working-with-spark/monitoring-spark/monitoring-conversations.md) dashboard contains rich data on resolved issues.
Navigate to **Spark > All conversations** dashboard in the Nexthink web interface and follow these steps to identify compelling real-world examples:
{% stepper %}
{% step %}
**Identify resolved issues**
On the **All conversations** page, filter by **Resolved** status to see conversations where Spark successfully resolved the employee's issue.
{% endstep %}
{% step %}
**Find frequent company-wide conversation topics**
Select **Conversations by** dropdown and choose **Topic category** from the drop-down to see the most common issues affecting your organization. This shows the most common topics affecting your entire organization.
{% endstep %}
{% step %}
**Find use cases relevant to specific employee groups**
Next, from the **Conversations by** dropdown, choose the relevant **Organization** or **Location** item, such as Location site, Department or Country. Then apply filters by clicking on the graph items to narrow down to that specific group.
Select **Conversations by** dropdown again and choose **Topic category** to see the most frequent topics for the selected group
This allows you to find use cases most relevant to employees' day-to-day work.
{% endstep %}
{% step %}
**Ensure various use case coverage**
Filter conversations by their **Type**, such as **Incident**, **Question** or **Request**, to verify your topics cover different scenarios. Apply this across company-wide and group-specific views.
This builds success stories that demonstrate how Spark supports employees in diverse situations.
{% endstep %}
{% step %}
**Extract real examples**
For each relevant filter configuration, click on a conversation row to access specific conversation details and view
* The employee's original question.
* The **Resolution summary**, which shows how Spark addressed the issue
* The **Reasoning** panels for additional technical context.
{% endstep %}
{% endstepper %}
This gives you enough detail to craft a compelling success story that resonates with your audience.
#### Build trust by showing how others use Spark
Share real feedback and usage patterns to normalize Spark as an essential part of your IT support ecosystem.
Show Spark usage metrics
Track and communicate key metrics to reinforce Spark as the norm. Use metrics displayed in the [Spark overview](/user-guide/spark/working-with-spark/monitoring-spark/using-spark-overview.md) dashboard, for example:
* Number of total conversations: proves how widely Spark is adopted across your organization.
* Average resolution time: shows how much time employees can save using Spark.
* Number of resolved issues: demonstrates that Spark delivers real results for employees.
Share these metrics in recurring communications to keep adoption visible and momentum steady.
Gather employee feedback on Spark
Collect employee feedback to gauge employee responses to Spark and tailor follow-up interventions.
* Run an employee satisfaction survey focused on Spark experiences.
* Share insights company-wide, including the most common positive themes and specific use cases employees love to show that peers are already using and trusting Spark.
* Demonstrate that employee-suggested improvements are being heard and their input shapes Spark's evolution.
Adoption is an ongoing cycle rather than a one-time task. Revisit these steps as you expand Spark to new employee groups or introduce new capabilities.
***
RELATED TOPICS
* [Rolling out Spark to your organization](/user-guide/spark/setting-up-and-managing-spark/rolling-out-spark-to-your-organization.md)
* [Planning your Spark launch](/user-guide/spark/setting-up-and-managing-spark/rolling-out-spark-to-your-organization/planning-your-spark-launch.md)
* [Understanding employee experience with Spark](/user-guide/spark/working-with-spark/understanding-employee-experience-with-spark.md)
* [Monitoring Spark](/user-guide/spark/working-with-spark/monitoring-spark.md)
---
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