Description
Vight is a specialized AI platform built for Managed Service Providers (MSPs) to automate and enhance their service desk operations. It seamlessly integrates with existing Professional Services Automation (PSA) systems, phone systems, and messaging platforms to streamline workflows and reduce manual administrative tasks. The core functionality of Vight revolves around documenting every support call and work session directly into the PSA, converting spoken interactions into structured ticket notes and accurate time entries.
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Beyond automated documentation, Vight offers several key capabilities. It intelligently triages new tickets by matching requests, emailing clients for missing details, and preparing comprehensive summaries for technicians. The platform also features an AI voice agent that can answer after-hours calls, capture caller details, and file tickets, ensuring 24/7 coverage without additional staffing. Technicians can leverage Vight's AI assistant to query their call and ticket history, client configurations, device inventories, and patch statuses in plain English, surfacing critical information in seconds.
Vight integrates with popular PSA systems like ConnectWise, Autotask, HaloPSA, and Syncro, as well as various phone systems including 3CX, Microsoft Teams, RingCentral, and Zoom Phone. This ensures that MSPs can enhance their current stack without needing to replace core tools. The platform also provides call intelligence features such as sentiment scoring, critical alert detection for urgent situations, and sales opportunity spotting. For tickets, it offers title rewriting, categorization, deduplication, and P1 incident alerts.
Security is a paramount concern for Vight, especially given the sensitive client data handled by MSPs. The platform is SOC 2 compliant, encrypts all stored data at rest with AES-256 and in transit, and maintains strict data separation for each MSP. Vight explicitly states that client data is never used to train AI models, nor is it sold or shared, ensuring privacy and trust. Implementation is designed to be straightforward, with most teams becoming operational within a day, and technicians can continue their work as usual while Vight handles documentation automatically in the background.
Pricing for Vight is usage-based, with month-to-month plans starting from $250, offering a free first month and no per-seat fees or annual contracts. This flexible model allows MSPs to scale their usage according to their monthly volume, paying only for the work processed. The platform aims to improve profitability analytics by providing insights into margin distribution and service revenue against actual time worked, broken down by technician.
- CategoryAI Help Desk Tools
- Pricing ModelUsage-based
- DeploymentCloud
- PlatformsWeb
Vight's Core Features
Automated Call Documentation: Transcribes, summarizes, and posts calls as structured time entries and ticket notes in PSA.
AI Ticket Triage: Matches requests, gathers missing details from clients, and prepares tech-ready summaries for new tickets.
24/7 AI Voice Agent: Answers after-hours calls, captures caller details, and files tickets automatically.
Technician AI Assistant: Allows technicians to query call, ticket, and client history in plain English for quick answers.
Screen Work Documentation: Lightweight agent captures screen activity during ticket work and generates step-by-step notes.
Call Intelligence: Scores client sentiment, alerts on negative calls, identifies sales opportunities, and assesses call clarity.
Ticket Intelligence: Provides automatic title rewriting, categorization, deduplication, and P1 incident alerts.
PSA Integration: Connects directly with ConnectWise, Autotask, HaloPSA, and Syncro.
Phone System Integration: Works with 3CX, Microsoft Teams, RingCentral, Zoom Phone, Dialpad, and more.
Messaging Platform Integration: Connects with Teams and Slack for AI assistant access.
SOC 2 Compliance: Adheres to high security controls and data protection practices.
Data Encryption: Encrypts all stored data at rest (AES-256) and in transit.
Single Sign-On: Supports Microsoft and Google Workspace for secure access.
Data Privacy: Never trains AI on client data, nor sells or shares it.
Profitability Analytics: Provides insights into margin distribution and service revenue by company and technician.
How to use Vight?
Connect PSA: Integrate Vight with your existing PSA system (e.g., Autotask, ConnectWise) by creating an API user and connecting within Vight's integration settings.
Connect Phone System: Link Vight to your current phone system (e.g., 3CX, Microsoft Teams) to enable call transcription and AI voice agent features.
Configure Ticket Settings: Set priorities for new tickets and enable live ticket updates via webhooks for real-time synchronization.
Enable Impersonation (Optional): Allow Vight to credit notes posted by technicians to their individual accounts within the PSA.
Activate AI Agents: Choose which AI agents to run for call documentation, ticket triage, and after-hours call answering.
Utilize AI Assistant: Technicians can ask Vight questions in plain English through the app or integrated messaging platforms to retrieve client and ticket information.
Monitor Analytics: Review profitability analytics and call/ticket intelligence reports to gain insights into operations and identify areas for improvement.
Vight's Use Cases
- Automated Call Documentation
- After-Hours Call Answering
- Intelligent Ticket Triage
- Technician Knowledge Retrieval
- Work Session Documentation
- Client Sentiment Analysis
- Sales Opportunity Identification
- Ticket Categorization & Deduplication
- P1 Incident Alerting
- Profitability Monitoring
