Ulm, March 5, 2026 – With Melvin, the NEXOWARE Group introduces an AI agent for first-level IT support that goes far beyond traditional ticket bots. Melvin takes over the telephone IT hotline, automates standard inquiries, and ensures fast, precise, and GDPR-compliant support under the brand of the respective system integrator or MSP..
An AI agent that truly solves problems
System integrators and MSPs offering desktop support often face the same problem: many requests concern simple, recurring issues such as password resets, VPN access problems, or software issues. These cases tie up valuable support time, yet are urgent for users and need to be resolved quickly.
Melvin answers support calls, analyzes the issue in real time, and accesses connected knowledge bases. The AI agent can resolve standard problems directly during the call; for more complex cases, it automatically creates a qualified ticket for the responsible technician.
This provides Melvin with lasting relief for IT specialists, freeing them up for complex, value-creating projects. Customers receive reliable, GDPR-compliant support within seconds, which is documented by Melvin.
From cost driver to scalable service
System integrators and MSPs can use Melvin to expand their telephone IT support under their own brand without needing additional support staff. The AI agent answers calls on behalf of the provider, operates entirely under its brand, and allows for separate management and billing per customer.
A central dashboard allows system integrators and MSPs to keep track of all calls, status information, and open issues. Automated billing of helpdesk hours can be seamlessly integrated with an existing ERP system. This transforms support from an internal cost factor into a scalable, billable managed service.
Technological basis: Agentic platform strategy
Melvin is based on the agentic NEXOWARE DocBee platform and can be deeply integrated into the NEXOWARE system landscape via NEXOWARE Connect. Tickets are automatically created in the ticketing system, callers are identified, and status information is synchronized. Integration with the NEXOWARE c-entron ERP system enables seamless billing of services.
Furthermore, integration with common ERP and ticketing systems is possible. A provider-specific knowledge base allows system integrators and MSPs to directly integrate individual processes, products, and service levels into the AI agent.
“With Melvin, we are setting a new standard in AI-powered IT support. We enable system integrators to scale their services, increase their margins, and simultaneously raise service excellence to a new level.” – Dr. Oliver Mauss, CEO of the NEXOWARE Group
About NEXOWARE
NEXOWARE offers an AI-powered platform for IT system houses and managed service providers (MSPs) that integrates all key business processes along the IT value chain. The group unites all end-to-end processes – from ERP and IT service management to e-commerce, process automation, and document and output management. Through intelligent automation, AI-powered services, and best-practice processes derived from over 20 years of industry experience, NEXOWARE strengthens the competitiveness of IT service providers in the DACH region (Germany, Austria, and Switzerland). The NEXOWARE Group includes the companies c-entron, DocBee, docuFORM, and Electronic Sales. The group serves more than 1,300 customers in the DACH region and employs over 100 people at multiple locations.
Press contact
NEXOWARE Group
Daniela Mema