Vight has launched an AI-powered Level 2 support capability for Managed Service Providers that gives technicians an AI engineer to troubleshoot complex technical issues using the MSP's own ticket history, knowledge bases, and documentation. The announcement came Aug. 17 from the Oceanside, New York-based company, which markets conversation intelligence and automation software to MSPs.
When internal resources fall short, the AI extends its research to the web. That reduces the time technicians spend searching across multiple systems and allows them to resolve more issues before escalating tickets to senior staff.
How the AI support works
The new capability connects to an MSP's existing tickets, SharePoint sites, client documentation, and historical customer conversations. If those sources don't contain an answer, Vight searches external sources to complete the picture.
Vight integrates with the PSA platforms most MSPs already use - including ConnectWise Manage, HaloPSA, and Autotask - giving the AI direct access to ticket history and technical context.
The target: fewer escalations, faster fixes
The company positions the product as a way to keep complex issues in service level 1, where technicians handle them with the AI's help rather than kicking them up the line. Vight says that ownership also democratizes senior technical expertise: root-level engineers no longer need to be the only ones solving hard problems.
"By equipping every technician with an AI Level 2 engineer, we are enabling faster, more accurate resolutions and empowering teams to handle complex issues with confidence," said Nathan Spitalny, spokesperson for Vight.
For technicians learning how to work with these kinds of support tools, AI for customer support training covers practical workflows for ticket triage and resolution. The broader skill of using AI for technical support specialists also maps closely to what the Vight tool does-in particular, knowing which problems to hand to a human engineer and which to resolve itself.
Why this matters for customer support professionals
The shift is a practical one to anticipate working support staff: if you work at an MSP, the tools you are already using to log tickets are becoming the interface for AI-based troubleshooting systems. The buy-in argument is straightforward - you will be researching issues through your existing infrastructure rather than learning a new system. The knowledge needed to do the job is changing. Familiarity with what an AI assistant can and cannot do - like pulling from ticket history or doing web research - is now an everyday skill.
Your membership also unlocks:
