Artificial Intelligence (AI) is taking the world by storm and revolutionizing the way many industries operate. Innovative IT Managed Service Providers (MSPs) are amongst those taking advantage of AI, using it to enhance both service efficiency and quality.
Here are four areas of service delivery you should expect to see AI making an impact on service delivery from your MSP, if your MSP is savvy and bold enough to embrace the new technology.
Strengthening Cybersecurity
AI can play a critical role in protecting client systems. AI-driven security platforms help detect and respond to threats in real time, identify anomalous patterns, and adapt to evolving cyber-attack vectors. AI can also assist with predictive threat analysis, automated threat hunting, reduction of false positives, and incident response supported by AI toolsets.
Some savvy MSPs are also using AI to further defenses against business email compromise, phishing attempts, and similar attack vectors. Protecting client systems and data requires constant innovation to stay ahead of cyber threats.
Improving Engineering Activities
AI also has the potential to bring massive efficiencies to an MSPs engineering service delivery. AI has the power to help engineers configure and deploy technologies, generate and optimize scripts, monitor system behavior, and predict failures proactively.
When utilized optimally, it can also help engineers create meaningful documentation and real-time network diagrams while driving efficiency, reducing errors, and creating innovation.
Enriching the Service Desk Experience
Excellent service should start with an MSPs Service Desk, so naturally innovative MSPs are incorporating AI-powered tools at this crucial point of service delivery. AI-enhanced tools that Service Desks should consider taking advantage of include:
Virtual Agents and Chatbots: Leveraging AI tools to provide virtual agents and chatbots can empower customers with self-service solutions. When needed, seamless handoffs to live agents should include full context, such as conversation history and suggested solutions, so as to not sacrifice customer service.
Quality Reviews: AI can be used to improve the quality review processes by utilizing the multi-faceted technology to perform reviews of live customer interactions, including calls, chats, and digital communications. These reviews help identify areas for continuous improvement, performance management, agent coaching, and knowledge enhancements.
Real-time Call Transcription and Knowledge Suggestions: Innovative MPSs are calling on AI to transcribe Service Desk calls in real time and suggests the most relevant knowledge base articles, troubleshooting steps, or FAQs to agents. This approach enables faster call resolution and improved first-call resolution rates, enhancing the customer experience.
Smart Knowledge Base Search: AI-powered tools will help agents search across multiple knowledge repositories to find the right solutions quickly.
Streamlining Training
While Artificial Intelligence is a notable wave of the future, the most steadfast MSPs have not forgotten that the real-life employees are still the beating heart of their service delivery organizations.
These most-insightful MSPs have begun leveraging AI to deliver impactful, accessible training programs that better prepare team members for their roles. Leveraging AI helps MSPs develop training content quickly and rapidly adjust to ever-changing training requirements as needs inevitably change.
These AI-infused training courses can help accelerate new employee onboardings, reducing the time it takes for customers to receive a higher-quality service.
A Bold Step Forward
AI is revolutionizing service delivery – enhancing cybersecurity, streamlining engineering, improving service desk experiences, and accelerating training. The MSPs that thrive will responsibly and securely balance AI’s power with the irreplaceable human expertise, driving innovation while delivering exceptional service.
