If you're a managed service provider supporting IT or communications infrastructure, you know the pressure: always-on service desk, escalating client demands, and margin that shrinks every time you add headcount. AI can help you scale support without scaling costs.
Managed service providers running 24/7 service desks and NOCs for IT infrastructure, unified communications, or network operations—especially those feeling the strain of reactive support, high tier-1 costs, and the constant challenge of doing more with the same (or fewer) people.
Password resets, "how do I..." questions, and repetitive issues eat 40-50% of your service desk time. Clients expect instant response but margin can't support it.
AI Triage & Auto-Resolution: AI screens incoming tickets, auto-resolves common issues (password resets, account unlocks, basic config), and routes complex ones with context.
Self-Service Portal: Clients get instant answers from your knowledge base via AI chat—deflecting 30-40% of tier-1 volume before it hits your queue.
SLAs demand 24/7 coverage, but staffing nights and weekends destroys margin. On-call engineers burn out or leave.
AI-Powered First Response: AI handles initial triage, gathers diagnostic info, and attempts standard fixes—only escalating true emergencies to on-call staff.
Smart Escalation: AI determines severity, checks SLAs, and routes to the right person with full context (not "user says it's broken").
Your knowledge base is either outdated or missing. Junior techs ping seniors constantly. Onboarding takes months.
Auto-Generated KB Articles: AI extracts solutions from resolved tickets and past escalations, creating searchable, up-to-date articles automatically.
Knowledge Assistant: Techs ask questions in plain language and get instant access to internal runbooks, vendor docs, and past resolutions.