Pulseway has announced Pulseway Assist, a set of generative AI solutions that will increase the efficiency of users for its PSA solution. The new feature is powered by Microsoft AI capabilities, including Microsoft CoPilot, with Pulseway also announcing a technology partnership with Microsoft.
Edgar Zacharjev, SVP of Product and Strategy at Pulseway, explained, “Pulseway Assist is a monumental step forward for MSPs and IT partners looking to streamline their workflows and day-to-day operations, manage tickets with greater efficiency and deliver exceptional results. By harnessing the power of AI, we’re enabling our partners to offload repetitive, time-consuming tasks and focus on strategic, high-value activities.”
Enterprise Times spoke to Zacharjev about the release. Pulseway has taken a cautious approach to Pulseway Assist, ensuring that customers know exactly what data is used to generate responses and also that none of its client data is used for training of AI. This was a conscious decision by Pulseway to do this, and Zacharjev admitted there are pros and cons to the approach. He said, “We thought it was more important to maintain that data in your environment and not share that data with any other MSP.”
How does it work?
Initially there are three use cases that Pulseway has developed. A single button initiates each of these. However, once the copilot generates the content, users are able to use a natural language interface to iterate and improve it, giving users control over what is summarised and the level of detail surfaced.
Smart Ticket Summary
This ability will generate a concise summary of the current topic. It will highlight the key details and statuses. However, it goes further than this. Zacharjex explained, “It doesn’t just summarize. It also gives you potential next steps you should perform”. For example, on a WiFi ticket, it would summarise what the user is experiencing and would give suggestions for resolution derived from information on the knowledge base.
Smart Writing Assistant
It helps users to write professional, informative communications. The writing assistant uses languages that are user-friendly without tech jargon. The decision was based on conversations and testing with existing customers.
I asked Zacharjev whether users could change the tone of the communication if they wished to. He replied that users can change the tone to use more technical jargon once the content is generated using the natural language prompt, but currently, Pulseway sets the initial tone by default.
Smart Resolution Summary
This feature summarises the details of a ticket resolution. It summarises the circumstances, actions taken, and the solutions provided. It can also build a curated knowledge base article that both technicians and Pulseway Assist can leverage.
Pulseway is including this feature within its core solutions. He pointed out that some vendors, naming Zendesk in particular, “charge an extra $50 for a feature like this.”
What is next
For the PSA solution, the initial work is done, though Pulseway will continue with other enhancements. I asked Zacharjev what was next. He replied, “The next phase is adding AI into the RMM. We’re going to do a component for automation workflows. It will be something that doesn’t build a script but actually creates a full workflow based on our triggers and conditions. It will create the script and also put it into a workflow to execute.
“Users can give criteria, conditions and everything else, and it’ll create that back-end workflow. The users will need to opt in and say, Yes, I accept responsibility for the workflow.”
Phase 2 for both the PSA and RMM is around reporting. Zacharjev added, “Reporting is something we need to improve on as a whole. Hopefully, AI can bridge that gap in reporting. We have a lot of flexibility in our reports on the RMM and the PSA. It requires some manual customization, which a lot of users don’t feel like they want to do. They want more things out of the box.
“We want to plug in the AI to help along with those. Also how do we combine the two reports to get into a central report of RMM and PSA, and how does AI bridge the gap between the RMM and the PSA as well?”
Zacharjev concluded, “Our mission has always been to provide MSPs and IT professionals with tools that simplify their work and make their services more impactful. Pulseway Assist embodies that vision, offering our partners an unprecedented ability to work smarter, not harder. This isn’t just an upgrade; it’s a new way of approaching IT service management.”
Enterprise Times: What does this mean
There may be more exciting AI implementations out there, but what Pulseway has done is focus on use cases that deliver the greatest value to customers. It has also ensured that the AI compute requirements are limited, which is why it can afford to include the features for no additional cost at the moment.
Looking forward, combining its automated workflows with the RAG solution effectively will create an Agentic AI system. Without the monetary costs and carbon costs that people are becoming concerned about.
I asked Zacharjev about the carbon costs of these features, but Pulseway has not yet received the relevant data from Microsoft to generate this. It will be interesting to see whether that changes in the future.
For now, the new features will make Pulseway PSA and its ticketing solution smarter, faster and more effective for its customers.
