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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.

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

WWW: acer.com

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News & Articles

November 13, 2023 |

EXCLUSIVE INTERVIEW: Nine Minds ‘Alga’ Turns Modern PSAs into AI Powerhouses

CEO Robert Isaacs shares his enthusiasm for AI as a driver of change in the IT services industry.

In an exclusive interview with ChannelProNine Minds CEO Robert Isaacs discussed the transformative potential of artificial intelligence (AI) in MSP operations. Isaacs’ insights coupled with the forward-thinking solutions offered by Nine Minds paint a compelling picture of the future for MSPs.

Robert Isaacs
CEO
Nine Minds

Isaacs has deep channel knowledge, having served as ConnectWise chief software architect for 16 years. He launched the company earlier this year with the help of Bellini Capital, a Tampa, FL-based private investment firm known for building innovative tech companies. Nine Minds is focused on addressing the frustrations of the average MSP when it comes to achieving efficiency and profitability, according to Isaacs.

Alga Changes the PSA Experience

During the conversation, Isaacs spoke at length about their new flagship product, Alga (previously codenamed “Octavia.”) Alga is designed to enhance MSPs’ efficiency through AI, initially as an integration for ConnectWise but soon in other PSAs as well. “We intend to integrate with every tool out there that MSPs are using,” Isaacs said.

According to a recent press release, Alga helps MSPs by:

  • Identifying the nature and urgency of customer requests
  • Compiling a detailed summary of each issue and all its historical items/corresponding events
  • Generating intelligent, tailored advice to help agents solve customer inquiries
  • Recognizing sentiment and using context to craft natural responses on behalf of agents
  • Empowering proactive identification and resolution of recurring issues through insights derived from secure historical ticket data
  • Generating client-ready reports that include response times, ticket categories, and the number of issues resolved

What’s remarkable about the product is its initial price: free. Isaacs explained, “It’s available in the Chrome web store for download. We don’t even ask for your email address if you don’t want to give it to us. The only thing you’re giving up is a little real estate in ConnectWise.”

The Power of AI in MSP Operations

AI and automation can help MSPs overcome hurdles and deliver even better results.

“AI will eventually permeate every bit of software we use and accelerate what we do,” Isaacs said. “We’ll be able to handle more customers, make better decisions, and work faster and with less effort. I see us becoming far more efficient with these tools, and that’s happening rapidly.”

For an L1 technician, that’s not something to fear, it’s a godsend, he added. “Imagine having a much more experienced engineer available to you every single moment of your day. Whenever you need help, that help is right there. AI just accelerates your knowledge. It accelerates the work you can do for the MSP.”

He also spoke about AI as a way for MSPs to enable growth for their clients just by understanding the technology available, implementing it, and managing it.

Data entry is one example, Isaacs said. Instead of typing in, or copy/pasting information into fields like “name”, “company”, and “title,” AI will soon be able to fetch values from publicly available sources like LinkedIn. Then, all the individual worker has to do is spot check, which is far faster and easier.

This vision aligns with the broader industry trend, where AI is becoming an essential tool for MSPs, and business owners now expect their IT support companies to be AI-savvy.

“We can’t control the future, but we can be part of it,” Isaacs concluded with a smile.


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