Framewerx launches Neuralwerx AI help desk for SMEs

Framewerx has launched Neuralwerx, an AI-based IT help desk and security platform for businesses seeking automated support and cyber security services.

The Edmonton-based IT consultant and managed services provider built the platform first for internal use before extending it to customers. Neuralwerx combines automated service desk functions with security tools and is now available as part of Framewerx's managed services offering.

Since January, the system has recorded a median first response time of 3.6 minutes and a median resolution time of 6 minutes, according to the company. It said 92% of tickets were resolved within 15 minutes, while 71% were initiated instantly without a human queue delay.

Framewerx said Neuralwerx has supported nearly 2,000 endpoints since its internal rollout and resolved more than 1,000 tickets this year. More than half of reactive end-user issues were handled without human intervention.

The launch reflects a wider push by managed service providers to apply artificial intelligence to routine IT support while embedding security and governance controls into the same service. Smaller and mid-sized organisations have been a particular focus for vendors seeking to lower support costs and reduce dependence on technician time.

Neuralwerx is designed for tasks including endpoint support, help desk requests, compliance workflows, infrastructure management and the adoption of AI systems in a controlled setting. When a request falls outside the automated workflow, the platform passes it to a technician with the relevant context and conversation history.

Internal rollout

Framewerx said the system was tested across its existing customer base before the wider launch. It described the offering as a structured support model in which requests are processed against a customer's documented environment, automated where possible, and escalated when human intervention is required.

The process is built around four stages: engage, execute, escalate and evolve. In practice, the platform receives a request, checks it against known configurations and documentation, carries out repeatable tasks through automation, and sends more complex work to technicians.

The company said the platform is currently in beta and that its functions will continue to develop while maintaining a focus on speed, clarity and predictable outcomes.

Dan Reid, Chief Executive Officer of Framewerx, linked the launch to a gap in the market for smaller organisations.

"We developed Neuralwerx as an internal solution. It was validated across our customer base and is now delivering results at scale for organizations, with 92% of tickets resolved within 15 minutes and 71% initiated instantly without human queue delays, with resolution beginning at machine speed," said Dan Reid, Chief Executive Officer of Framewerx.

He said the system is designed to work alongside staff rather than replace them in every case.

"Neuralwerx is built around compliance, safety and a human-ready process, so if the AI ever needs to hand off, our team can step in without missing a beat."

Support model

Framewerx said traditional IT support often remains reactive and queue-based, with customers paying largely for technician time. Its model instead centres on automated handling of defined, repeatable requests, with continuous monitoring and security controls built into the service.

The company positions the product for small and medium-sized businesses that want more predictable IT costs and faster handling of routine support issues. It is designed for organisations where technology systems are central to day-to-day operations but internal IT management remains difficult or resource-intensive.

Framewerx provides IT consulting and managed services, including proactive support and cloud hosting, to small and mid-sized businesses. Neuralwerx now forms part of that broader service portfolio and includes AI governance and documentation controls from the outset.