AWS Public Sector Blog
HubbleIQ bridges the digital divide with generative AI-powered IT support
Digital connection is at the heart of public sector services: students connect to online resources or log into digital classrooms; clinicians use critical apps to provide patient care in large, sporadically connected hospital systems; and government organizations must mitigate downtime risks and provide timely support for citizens. But when connectivity and other tech issues arise, the typical response is to file an IT ticket—and wait.
Inside the IT department, these typically under-resourced teams receive a deluge of low-level trouble tickets from an entire campus, hospital system, or organization, where staff members have limited visibility into the unique tech issues plaguing a distributed community of end users. How can public sector IT scale?
Enter HubbleIQ—a startup revolutionizing public sector IT support. Using an artificial intelligence (AI)-powered autonomous IT support agent built on Amazon Web Services (AWS), HubbleIQ transforms tech support by combining real-time data analysis with generative AI to empower end users to resolve issues independently, reduce IT service costs, and free up IT teams to focus on mission-critical needs. HubbleIQ also enhances security by detecting vulnerabilities, monitoring performance, and educating users on risks. It also ingests custom knowledge bases and processes, delivering tailored support for each organization’s unique needs.
Learn how HubbleIQ uses generative AI on AWS to enhance its autonomous IT support services and democratize connectivity in a digital world.
Supporting users and IT teams with autonomous IT support
Based in Orinda, California, HubbleIQ was founded to make tech support more accessible, proactive, and user-centric. HubbleIQ’s core offering is an autonomous tech support agent, available through a browser extension or app on a desktop or mobile device. This agent uses AWS-powered data processing and pattern-matching solutions to help users troubleshoot various IT issues at home.
“We are doing analysis behind the scenes, and the AI is reading that data and presenting it in a user-friendly way,” explains Belinda Batdorf, Chief Operating Officer (COO) and co-founder of HubbleIQ. Unlike traditional IT bots that offer generic answers, HubbleIQ’s agent fuses telemetry and other data with AI to offer tailored guidance for each user’s unique environment and service need.
For instance, it can detect issues such as poor Wi-Fi signal, application outages, or slow devices, and then provide actionable solutions. “If we detect a problem proactively, we’ll let you know,” says Keyvan Berenjian, Chief Executive Officer (CEO) and co-founder of HubbleIQ. “Like, ‘We see your signal strength is pretty low. Are you far away from your router? You might want to get closer to it before your next video call.’”
HubbleIQ’s technology not only educates end users about troubleshooting their tech issues—providing a key resource to build digital literacy—but also reduces the need for IT intervention. This means fewer trouble tickets for low-level issues, letting IT teams focus on more high-value tasks while improving the overall digital experience for users.
Bridging the digital divide with data-driven IT diagnostic services
And HubbleIQ’s mission extends beyond delivering IT solutions: it’s about creating equity in digital access. HubbleIQ exemplified this commitment during the pandemic when it helped Oakland Undivided, a community organization, address internet connectivity issues in underserved neighborhoods in Oakland, California. HubbleIQ tested and documented internet speeds, revealing that over a third of 8,000 households were experiencing substandard service—despite claims by major internet providers that coverage was sufficient. This data helped Oakland secure a $15 million state grant to improve broadband infrastructure in these communities.
Another HubbleIQ customer, Achievement First Public Charter Schools, used HubbleIQ to reduce the time it takes to diagnose and resolve remote student connection issues and reveal problems previously unreported by users. In addition, families and students can now resolve at-home issues themselves, which improves the overall learning experience for students learning remotely.
For students who need digital connectivity to stay on track in school, these changes are more than technical upgrades—they represent an opportunity to thrive.
Making autonomous IT support even smarter with generative AI on AWS
Building on the success of its IT support agent service, HubbleIQ wanted to integrate generative AI with the agent to make it even more efficient and accessible for users. To build this solution, the founders turned to AWS.
HubbleIQ has worked with AWS since 2022, when the startup was selected to participate in the AWS Impact Accelerator for Black Founders. The accelerator provided technical and business mentorship, funding, and access to AWS’s ecosystem of investors, partners, and more—support that helped HubbleIQ grow its capabilities and establish a strategic relationship with AWS.
In September 2024, HubbleIQ worked closely with the AWS Generative AI Innovation Center to integrate generative AI technology into its autonomous IT support agent solution. This program connects organizations and companies with a team of strategists, data scientists, machine learning (ML) engineers, and solutions architects to build bespoke solutions with generative AI.
With support from the AWS Generative AI Innovation Center team, HubbleIQ built a conversational generative AI feature that provides more personalized diagnostics and user-friendly engagement. Due to HubbleIQ’s years of high-quality data stewardship, the team was able to develop, train, and launch the generative AI feature, FixITMate, in just 10 weeks.
Integral to FixITMate is Amazon Bedrock, a fully managed AWS service that offers a choice of high-performing foundation models (FMs). Amazon Bedrock integrated quickly with HubbleIQ’s AWS-powered platform, which helped speed up the launch timeline. Amazon Bedrock also lets HubbleIQ stay dynamic and ready for the future. “The cool thing about Amazon Bedrock is we can switch out or upgrade [the model] if we ever need to, just with one click. That flexibility allows us to have a multi-element strategy,” says Berenjian. HubbleIQ is already using Amazon Nova, AWS’s new generation of state-of-the-art FMs within Amazon Bedrock, which was recently announced at AWS re:Invent.
Providing proactive IT support for the public sector
Officially launched at AWS re:Invent, FixITMate is informed by HubbleIQ’s robust data platform to diagnose issues and guide users through remediating problems in a dynamic and conversational way. For example, a student struggling to connect to their school’s online platform can receive instant guidance from FixITMate about how to solve the problem.
FixITMate can also trigger diagnostic tests based on conversational prompting. If a clinician headed into a telehealth appointment asks, “Am I ready to use video?” the application understands the question, runs the appropriate diagnostics, collects the data, and returns relevant information about their readiness. If there’s an issue—like the Wi-Fi is slow or the camera isn’t working—FixITMate guides the user through the appropriate steps to address it.
By addressing more than 30 low-level IT issues and supporting hundreds of common queries in minutes, FixITMate enhances users’ productivity and allows IT teams to focus on more mission-critical projects.
Democratizing connectivity in a digital world
As HubbleIQ continues to grow and expand, its founders plan to remain true to their vision of using IT, especially generative AI, to empower people.
“Generative AI democratizes,” says Berenjian. “It allows everyone to have an effective remote experience. It allows schools to get the same kind of digital experience that a bank or an oil company can afford. That’s a big motivating factor for us, and AI enables that much faster than anything else before it.”
With its AWS-powered services, HubbleIQ is transforming tech support and redefining what it means to be connected in an increasingly digital world. Learn more about HubbleIQ.
HubbleIQ at re:Invent
Curious about how female-founded startups are pioneering the future of AI-drive solutions? HubbleIQ COO and co-founder Belinda Batdorf spoke at AWS re:Invent about how female founders and founders of color can be strategic in launching transformative AI companies. Watch the full AWS re:Invent panel.
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