CrushBank Resolve is an automated AI layer for ConnectWise Manage specifically designed for the service port and was launched in June. When an IT expert clicks on a ticket, the AI layer automatically reads the ticket and performs a search on concepts in the ticket.
The automated search retrieves the past tickets and the actions that were put into that specific ticket in order to solve the problem.
“In a split second it comes back with all the tickets and all the configs,” said Brian Mullaney, CRO of CrushBank, a software company based out of Syosset, New York.
“It would pull back from ConnectWise, from IT Glue, from SharePoint from any number of systems that you run. Most of the data you have is unsearchable and we bring it back in a moment‘s notice,” Mullaney told CRN.
When a user clicks on a ticket in the service board, CrushBank Resolve automatically throws a query string back to IBM’s Watson and then it returns the most relevant tickets, configurations, and documents that the MSP has used to solve the problem before. That brings back the most relevant information related to that ticket.
“Fifty percent of an [engineer’s] time is spent looking for information,” he said. “If you can get that down to 15 or 20 percent, the rest of that [time] goes into efficiency.”