Continuent, the leading provider of high availability and continuous operations solutions for business-critical applications using MySQL and MariaDB databases, is unveiling Tungsten Copilot, an AI-powered tool designed to enhance technical and customer support, increasing issue detection, analysis, and resolution speed. As part of Continuent’s ongoing strategy to improve its customer service operations, Tungsten Copilot intelligently identifies and provides actionable steps in the event of technical issues.
Tungsten Copilot unifies customer data—from existing interactions, like emails or support tickets, and TPM (Trusted Platform Module) diag archives—and performs analysis via a command-line interface to determine if more information is necessary for resolution. By additionally scanning diagnostic files in local directories, Tungsten Copilot pinpoints the exact issue and provides potential solutions—all within about a minute, according to Continuent.
"We’re excited to launch Tungsten Copilot. It marks a significant step forward in streamlining our technical support through advanced AI-powered technologies," said Eero Teerikorpi, founder and CEO of Continuent. "Tungsten Copilot not only enhances our ability to diagnose and resolve technical issues quickly, but it also represents our commitment to improving customer experiences through innovation. By automating key aspects of issue detection and analysis, we can reduce resolution times and ensure more accurate solutions. It enables our support team to work faster and more effectively in servicing our customers."
Working with AI agents, Tungsten Copilot can request an analysis of system health, disk space and memory issues, network and hostname problems, MySQL-specific issues, user error detection, and system upgrades and configurations.
Additionally, Tungsten Copilot is fully integrated with Zendesk, enabling the copilot to access customer diagnostics uploaded to Zendesk and Amazon Web Services’ S3 (Simple Storage Service). Diagnostic results are automatically added to Zendesk tickets, easing support team workflows and ensuring insights are fresh and readily available, according to Continuent.
For use cases involving customer support in restricted environments, Tungsten Copilot is fully capable of recognizing this nuance, automatically requesting additional diagnostic files or problem report details if diagnostic information is incomplete.
In the future, Continuent plans to add advanced features that enable the copilot to “remember” diagnostic information from previous cases, as well as offer Tungsten Copilot for customer use.
To learn more about Tungsten Copilot, please visit https://www.continuent.com/.