The transcription agent
Your engineer is on the phone. The ticket is already written.
Five and a half minutes, one real call. The agent rides along, and when the call ends the notes, the subject, the type and subtype, the priority and the time entry are waiting for the engineer to read, change and post. Nothing is written to your PSA until they do.
What you are watching
No setup, no phone system project.
It takes the microphone and the speaker from the browser, so it works on whatever your calls run on today and there is nothing to change about your phones. One way for the engineer alone, two way for the engineer and the client. On the desktop and on a phone.
- 00:24
- Consent first. The engineer confirms everyone on the call knows it is being recorded, chooses the microphone, and starts.
- 00:28
- The call runs for two minutes and three seconds. Nobody is typing, and there is no transcript scrolling on screen to watch.
- 02:36
- The engineer clicks Stop and Process, and goes back to the ticket.
- 02:58
- Twenty two seconds later the summary is written, and it carries the client's tone: concerned.
- 03:04
- Subject, priority, type and status, each one editable, each with the reason it was chosen written underneath. The time entry is there at 0.25 hours.
- 03:28
- The engineer clicks Update Ticket #579. Nothing reached ConnectWise before that click.
- 04:05
- The ticket scores itself: escalation risk, sentiment, twelve health attributes, and what the engineer did well.
- 04:28
- Then, unprompted: this outage affects the whole office, not the one person who called.
Why we show this first
There is nothing to take on faith.
Most AI claims need you to believe something about the future. This one does not. The ticket is either right or it is not, and you will know inside one call which it is.
It is one part of Assist-X, which also searches every ticket your team has resolved, reads and scores every interaction, checks each request against that client’s agreement, and writes the documentation nobody had time for. Start here, though. This is the one your engineers will refuse to give back.