Nine Minds, a tech startup founded by ConnectWise's former Chief Software Architect, Robert Issacs, has announced beta testing for a new AI-powered customer service tool called Octavia.
Octavia harnesses the power of artificial intelligence to streamline the way MSPs handle incoming support requests. The platform promises to free up time for technologists by: automating ticket processing, generating accurate issue summaries, providing key intelligence to speed up issue resolution, analyzing sentiment in customer inquiries to recommend empathetic support responses, and producing client-ready reports that demonstrate service excellence.
To ensure useability across the managed IT services industry, the creators have stated Octavia will integrate with ConnectWise and similar platforms.
In a statement, Issacs (pictured above) highlighted the importance of leveraging artificial intelligence to help IT services companies deliver more value to end users.
"Nine Minds addresses a critical gap in the MSP industry—efficient customer support. Octavia simplifies the lives of workplaces and employees by optimizing service responsiveness and delivery. This is just the beginning. AI has boundless potential for MSPs, and Nine Minds is poised to lead the charge," he was quoted as saying.
Jeff Fox, vice president of business development with the Florida-headquartered LannanTech, reviewed the press release and was reached for comment.
"I find this product really interesting, especially if it integrates well with our existing tooling. AI can be harnessed within the MSP space to drive efficiency, especially for basic support requirements. But researching complex fixes and providing detailed answers still requires human interaction. It’s important to review and personalize what can be robotic responses before presenting to clients. More rapid access to information and quicker AI content compilation can be a benefit, but small and medium businesses still want a personal touch from their IT advisor and partner," Jeff said.
Nine Minds has invited interested parties to register for beta testing on their website, www.nineminds.com.