The landscape of managed services is undergoing a profound transformation, driven by the relentless march of artificial intelligence. AI-driven automation is rapidly becoming the cornerstone of efficient, proactive, and customer-centric service delivery. This isn’t just about streamlining mundane tasks; it’s about fundamentally reimagining how managed service providers (MSPs) operate, interact with clients, and deliver value.

Let’s delve into the key AI technologies and use cases that are fuelling this intelligent evolution, highlighting considerable benefits with examples of how our managed services framework, ASPIRE, brings automation and AI together for maximum efficiency gains.

Finding order in the chaos

Managed services work within a deluge of data – alerts, logs, performance metrics, sentiment analysis, security events and much more. Utilising AI to bring sense and meaning to this data is vital. Clustering frameworks do so by empowering service providers to automatically group similar data points together, for example:

Proactive monitoring and maintenance

Analysing clusters of resolved incidents can reveal underlying systemic problems or areas where service delivery can be optimised. By identifying problems before they escalate, AI helps minimise downtime and ensures that your IT infrastructure runs smoothly. This proactive approach is essential for maintaining optimal performance and preventing costly disruptions

Faster root cause analysis

 

When investigating an incident, clustering similar cases can identify past incidents with similar symptoms or configurations, accelerating the process of pinpointing the root cause

The power of contextual understanding

Managed services need to understand the context of cases as they occur. The quicker the underlying issues can be understood, the quicker they are resolved. Similarity frameworks enable AI systems to understand the relationships between different pieces of information. In managed services, this translates to:

briefcase icon

Case comparison

As cases are raised, AI immediately identifies records that share similar characteristics with a newly created case. The trained model provides details on how previous cases have been resolved including linked knowledge articles, aiding the agents in resolving the issue faster and providing valuable context.

Cog in a head icon

Knowledge is power

The more accurate the knowledge the more powerful AI models become. AI contextualises information within cases and uses this understanding to automatically draft comprehensive and relevant knowledge articles, significantly reducing the manual effort involved in content creation.

Icon

Intelligent routing

By analysing the text and metadata of a new support case and comparing it to historical tickets with known resolutions, cases are automatically routed to the most appropriate technician or knowledge base article, further enhancing efficiencies.

Seamless and intuitive interactions

Digital experiences are vastly improved as users interact with new Generative AI (Gen AI) channels. Predictive intelligence is enabling interactions with agents to be seamless and immediate. AI is driving this through:

Icon

Gen AI-powered chatbots

Intelligent chatbots now handle a significant portion of routine inquiries, provide instant answers to common questions, and guide users through self-service options, freeing up human agents for more complex issues. This shift to zero-touch support is driving significant efficiencies freeing up customer budget for digital transformation programmes.

Megaphone icon

Personalised communication

AI quickly crafts customised chat communications, service summaries, case updates and initial responses to support requests are automated. This ensures consistent and relevant communication whilst driving down the cost to deliver services.

Icon

Early warning systems

Early warning systems are put in place with AI used to identify negative sentiment early. Cases or communications expressing high levels of frustration or urgency can be prioritised for immediate attention, allowing agents to proactively address concerns before they escalate.

The future is intelligent

AIOps is nothing new in the world of managed services, but the explosion of use cases and practical application of AI has introduced a whole new level of intelligence. AI-driven automation is no longer a peripheral technology in managed services; it’s become deeply integrated into the very fabric of service delivery. Embracing these intelligent frameworks and technologies delivers proactive, efficient, and highly personalised services, ultimately leading to increased user satisfaction and reduced operational costs.

The journey towards a truly intelligent and autonomous managed services ecosystem has begun, and its potential is immense.

Embracing AI through our ASPIRE framework

Our ASPIRE framework focuses on delivering excellent experiences with efficiency. Our managed services use AI technologies to meet modern customer demands, ensuring sustained success and growth.

Diagram showing what each letter of ASPIRE stands for

AI driven automation

Data is at the heart of AI and automation. Using AI to analyse key data sources enables our team to automate for maximum efficiency gains.

Examples include:

  • Gen AI and our ASPIRE bot rapidly resolve incidents delivering zero-touch support. Where human intervention is required, tickets are automatically triaged to the most appropriate resolution teams. This zero-touch approach is seeing 20-30% call deflection, depending on scope of services being delivered
  • Similarity framework is embedded within our operations, providing real time access to resolutions, reducing Mean Time To Resolve (MTTR) by up to 60%
  • Clustering involves identifying problems that may have been previously unnoticed, facilitating preventative maintenance and identifying gaps in knowledge
  • AI generates knowledge automatically. There has been a 260% increase in quality and approved knowledge article generation, which is continually enhancing the effectiveness of the ASPIRE bot and similarity framework

To learn more, take a closer look at our ASPIRE framework and/or contact us.

More about the author

Marcus Cox is the Head of ASPIRE Managed Service offerings, and with a laser focus on business outcomes, he ensures our ASPIRE Managed Services align with industry best practices and meet the unique needs of each customer. Marcus has extensive experience in managing complex technology environments, optimising architectures, and driving operational efficiency. His expertise spans a diverse range of technologies and service delivery models. He is committed to fostering strong client relationships and continuously improving our ASPIRE service offerings.

Latest blogs by Marucs Cox

Talk to us