CrushBank CRO Brian Mullaney and CTO David Tan Featured on MSP Initiative

CrushBank’s own CRO and Brian Mullaney and CTO David Tan sat down with MSP Initiative for a live session last May 8, 2023, to share insights into the company’s history, their mission to transform IT support, and future features that clients can look forward to.

CrushBank is known throughout the MSP and ITSM industry as the pioneer and innovator of AI-enabled IT support. The company’s journey began in the early 90s when Mullaney and Tan, along with partner and CEO Evan Leonard, first met. Fast forward to a pivotal moment in 2017 when IBM opened the Watson platform and Tan, recognizing its potential, began experimenting and training Watson. Initially, Tan shared, the goal was to leverage Watson and create a help desk resource. Today, CrushBank serves as an AI Knowledge Management solution that addresses the diverse challenges faced by MSPs and improves IT support efficiency.

One of the main frustrations for MSPs is the need to solve problems from scratch repeatedly. Another is the overwhelming amount of data from various computers, platforms, and systems, making it difficult to find the right information when needed. Driven by its powerful AI engine, CrushBank’s solution is to leverage semantic search and AI algorithms to quickly find and deliver relevant data, helping technicians resolve issues faster. 

CrushBank addresses these issues by creating a unified data lake in the cloud, built on each organization’s enterprise knowledge. CrushBank also reclassifies historical data, allowing organizations to take back their client knowledge and transform it into a valuable asset.

With all data available, accessible, and standardized in one place, CrushBank’s AI engine sits securely on top of existing tools, programs, and systems to deliver AI search capabilities and automation, efficiently streamlining workflows and processes. This also facilitates the ability for MSPs to share predetermined backend knowledge with their clients should they wish, allowing for easy co-management.

CrushBank continuously works to grow and fortify a client’s corpus, filling in missing data by integrating diverse data sources, pulling from third-party documentation, and implementing machine learning and natural language processing that makes their CrushBank solution more powerful and intelligent over time. Additionally, reclassifying historical data as enterprise knowledge transforms it into a valuable asset for organizations.

Always aiming to innovate, Tan also shared that they are currently working on a feature that allows MSPs to create knowledge-based articles by reviewing past tickets, identifying underlying trends, and extracting relevant information. 

Mullaney emphasized that CrushBank is a key piece of AI knowledge management which other tools and platforms can build on.

MSP Initiative is an organization that aims to create an inclusive and collaborative community, bringing together independent IT professionals and companies from across the IT and Managed Services landscape through engaging events and conversations.

Watch the full video here: