Ulm, 23. September 2026
How can system integrators and MSPs grow with AI without simultaneously creating more and more manual processes and administrative tasks? Dr. Oliver Mauss, CEO of NEXOWARE, discusses this in the current interview with ChannelPartner.
Under the title “The AI agent is a different kind of employee.” The discussion focuses on the role AI agents can play in the daily work of IT service providers in the future – and why it is not about replacing humans.
Routine for the AI agent, responsibility for the human.
Classifying tickets, documenting activities, recording services or preparing invoices: especially in the service sector, numerous recurring tasks arise every day.
This is precisely where the NEXOWARE AI Agent Platform comes in. AI agents take over defined process steps and work directly with the context from connected systems such as ITSM and ERP. Unlike traditional workflow automation, they can classify information, make decisions within defined parameters, and write results back to the respective systems.
Humans retain control. Depending on the process and risk, different levels of autonomy can be defined – from pure observation and recommendation to independent execution. Critical decisions and approvals remain with the team.
Small time saving, big impact
How significant the effect can be in everyday life is demonstrated by a simple calculation example from the interview:
With ten technicians each handling 20 tickets per day, a total of 200 tickets are processed. If an AI agent saves just two minutes on classification and documentation for each ticket, that already translates into significant savings. more than six hours of work per day free.
Time that can instead be used for customer consultations, projects and complex technical tasks.
Designed for the processes of system houses and MSPs
The key difference to a general AI chat lies in the process and system context. The NEXOWARE AI Agent Platform is specifically designed to meet the requirements of IT providers.
ITSM and ERP are integrated at launch. Further areas such as the shop, document management, and output management will follow. This will allow agents to access tickets, contracts, and booking logic, initiate processes, and directly report results.
At the same time, traceability and data sovereignty play a central role: agent actions are logged, permissions can be specifically defined, and the AI models provided by NEXOWARE are operated in Europe, according to Dr. Oliver Mauss. Customer data is not used to train the models.
The path to becoming an autonomous IT provider begins with a process.
Getting started with agentic AI doesn’t have to mean automating entire business processes overnight. Rather, it’s about starting where repetitive tasks are currently particularly time-consuming.
The central question is therefore:
What process costs my team hours every week without providing any benefit to our customers?
That’s exactly where the first AI agent can start.
In an in-depth interview with ChannelPartner, Dr. Oliver Mauss discusses how AI agents support system houses and MSPs in their daily operations, how human control is maintained, and what potential agentic AI offers for scalable growth.
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