Hexnode Adds Conversational AI to UEM Platform to Help MSPs Scale Operations

Hexnode's Unified Endpoint Management Console has received a new conversational interface upgrade for its Hexnode Genie AI assistant, designed to give IT administrators and teams the ability to communicate with the UEM console using natural language.

By delivering natural language capabilities to the console, Hexnode aims to make it easier and faster for IT teams to manage and operate their critical UEM operations, according to the company. Using the new natural language features, IT teams can access device data and insights in real time, while also executing commands and automating system troubleshooting.

The strategy, according to Hexnode, is to change how IT administrators communicate with their devices by providing natural language capabilities that allow faster decision-making, quicker change execution, and related improvements in their IT systems.

These improvements particularly benefit MSPs and other channel partners, Apu Pavithran, the CEO and founder of Hexnode, told ChannelE2E.

"Dashboard fatigue is a common curse for any IT admin, but it is especially true for MSPs managing hundreds of tenants," he said. "What Hexnode Genie AI does is help simplify this chore. Instead of an admin digging through dashboards looking for the correct data, they could simply ask Genie, 'List iOS devices that are supervised, not in kiosk mode, and have a battery level below 20%,' and it not only does so, but it can go a step further and execute remote actions on them, such as putting them into lost mode."

If an error message appears in the UEM console's action history, administrators can ask Genie to identify the issue and provide actionable steps to take, said Pavithran.

"The highlight here is that all this happens through a single conversational interface, which means the barrier to entry for junior technicians is lower, and senior staff could resolve tickets in a fraction of the time," he said.

As IT environments become increasingly complex, customers and MSPs have been asking for faster resolution times and less manual digging for root causes, according to Pavithran.

"Previously, Hexnode Genie could help write scripts or pull up documentation," he said. "This was great at the time, but with AI capabilities evolving so quickly, we knew we could do more to achieve the outcomes customers are looking for. Now, with its latest enhancements, we have moved from an AI that reads and writes to an AI that does."

One of the largest benefits of the new conversational interface for MSPs and other partners is that it will augment human input and make it easier for them to scale, said Pavithran.

"They can onboard more customers without necessarily adding to their headcount because the efficiency per technician goes up," he said.

This is especially important as the talent gap in IT continues, with not enough qualified technicians available to fill needed roles, he said.

"Finding expert UEM technicians or analysts is becoming both expensive and challenging," said Pavithran. "With Hexnode Genie AI, a Level 1 technician can now perform Level 2 or Level 3 tasks because the AI is handling the syntax and the error-checking. For business customers, this means their MSP can deliver faster SLAs and more proactive maintenance."

In the future, Hexnode plans to bring conversational capabilities to its Hexnode Extended Detection and Response (XDR) platform, which will give partners a unified way to help monitor management and security for customers, according to Pavithran.