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Acer America
Acer America Corp. is a computer manufacturer of business and consumer PCs, notebooks, ultrabooks, projectors, servers, and storage products.


333 West San Carlos Street
San Jose, California 95110
United States


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News & Articles

November 9, 2023 |

ConnectWise debuts AI ‘Sidekick’ at IT Nation

ConnectWise’s innovative AI companion product to enable better overall IT support for SMBs.

Global software pioneer ConnectWise has introduced a new AI-driven software solution for IT services providers that is set to transform the way businesses deal with resolving customers’ problems.

The company’s innovative new proprietary AI companion, ConnectWise Sidekick, empowers MSPs and SMB clients with natural-language prompts for faster problem resolution, automation of complex tasks, and increased overall efficiency. Sidekick, which was one of several big announcements during the ConnectWise IT Nation Connect conference in Orlando on Nov. 9, is now available across business management solutions and Unified Monitoring and Management (UMM) product lines.

“Imagine a world where manual tasks fade, and customer issues are met with seamless responses and without the need to add more resources—this is the power of ConnectWise Sidekick,” said ConnectWise Chief Technology Officer Raghu Ram Bongula in a prepared statement.

Ameer KarimEVP and GM, UMM ConnectWise

Ameer Karim EVP and GM, UMM ConnectWise

Sidekick leverages ConnectWise’s proprietary AI models and industry-leading large language models to execute tasks such as generating PowerShell scripts, ticket categorization, summarization, providing possible resolutions, and automated responses to end users, according to a press release. It prioritizes daily tasks, initiates critical problem-solving, and enhances team productivity – all helping optimize operations for services providers.

Sidekick also allows MSPs to summarize information and easily tackle time-consuming tasks by integrating with Microsoft Teams. ConnectWise Sidekick for PSA eliminates information barriers and enables direct review and updates of PSA records through Teams, improving service ticket resolution time and providing exceptional customer experiences.

ConnectWise’s AI assistant also is more secure for IT services providers than traditional models, Ameer Karim, ConnectWise EVP and GM, Unified Monitoring and Management, told The ChannelPro Network.

“It’s a more private, self-contained model so we’re not uploading our partners’ private data information to the learning models. We want to make sure we keep our partners’ and their clients’ data protected.”

ConnectWise’s new Sidekick tool represents a significant leap in AI-driven solutions, delivering millions of AI-powered predictions daily.

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