Pulseway Assist integrates GenAI to streamline PSA workflows and empowering IT teams with intelligent automation tools.
Pulseway has launched Pulseway Assist, a GenAI-powered enhancement for its Professional Services Automation (PSA) platform, leveraging Microsoft AI, including Copilot. This innovation aims to simplify repetitive tasks and improve decision-making for Managed Service Providers (MSPs). According to Edgar Zacharjev, SVP of Product and Strategy, the tool lets IT professionals focus on high-value activities by handling routine operations. The platform ensures data privacy by maintaining all customer data within user environments, addressing a key concern for MSPs.
Three core features highlight Pulseway Assist’s potential. The Smart Ticket Summary condenses key details and status updates, suggesting next steps based on knowledge base insights. For instance, a WiFi issue ticket would not only summarize the user’s experience but also propose solutions, enhancing troubleshooting accuracy. The Smart Writing Assistant crafts clear, non-technical communications, helping users maintain a professional tone. Although default settings avoid jargon, users can customize messages post-generation, tailoring them to specific audiences.
Another key feature, the Smart Resolution Summary, captures ticket resolution details and generates knowledge base articles. This accelerates future problem-solving by creating a reusable resource for both technicians and AI tools. Unlike competitors who charge extra for similar features, Pulseway includes these capabilities within its core package, making advanced GenAI tools more accessible to clients.
Looking ahead, Pulseway plans to extend GenAI capabilities to its Remote Monitoring and Management (RMM) platform. Future updates will automate workflow creation, turning user-defined conditions into executable scripts. Enhanced reporting features are also in development, aiming to automate complex, customized reports for both PSA and RMM tools. These advancements promise to bridge functionality gaps, enabling seamless data integration across platforms. Pulseway Assist represents a significant step towards smarter, AI-driven IT service management, empowering MSPs with innovative tools for enhanced productivity and decision-making.