Managed IT services providers (MSPs) use the latest technologies to businesses with their IT needs, as well as improve their own processes.
In recent years, generative artificial intelligence (AI) has emerged as a powerful tool empowering MSPs to enhance their service delivery, improve client engagement, and offer tailored solutions that benefit their clients.
What is generative AI?
Generative AI refers to a set of sophisticated algorithms capable of producing content, including text, images, audio, and code. While conventional AI is mainly concerned with interpreting and analyzing existing information, generative AI stands out by creating new content based on the patterns it has learned from massive datasets. Generative AI has advanced to the point where it's now fully capable of enhancing various aspects of business operations
A prime example of generative AI tools are Microsoft’s Copilot and Open AI’s ChatGPT, large language models (LLMs) capable of producing human-like text in response to a wide range of prompts. These tools have many applications, such as creating content, translating languages, and improving customer service experiences.
How some MSPs are utilizing AI to enhance their service to clients
MSPs are enhancing the services with AI in a variety of ways:
Streamlined communication
Service managers and customer service staff at MSPs can use tools such as Microsoft Copilot or ChatGPT to summarize, clarify, or re-write communication to clients. Many MSPs find that their technically-oriented staff sometimes struggle to communicate with non-technical audiences (which is most of their clients!), especially about technical topics. Using AI tools, writing emails, updating websites, and drafting other communication has never been easier. AI tools aren’t always 100% accurate, so humans need to review and check for accuracy, but can really improve the quality of communication with clients. Better communication builds trust and keeps clients informed, which is essential for fostering long-term relationships.
Enhanced IT support efficiency
Some MSPs are piloting the use of customized AI chatbots to handle routine inquiries and support requests 24/7, providing instant responses to common technical issues such as how to reset a password, troubleshooting printer issues, software installation guidance, and basic troubleshooting. Clients using these self-help tools can resolve their issues more quickly, reducing downtime and boosting productivity. Meanwhile, support technicians at MSPs can focus on more complex problems that require personalized attention.
Proactive monitoring and issue resolution
Proactive IT management helps minimize business disruptions. By integrating AI technology with existing monitoring tools, MSPs are creating more advanced proactive or predictive management systems. For example, machine learning tools can analyze data from many different sources such as network traffic, system performance metrics, and user behavior, to identify patterns that could be an early warning sign of potential issues.
If unusual activity is detected that typically precedes a system failure, the MSP and client can be alerted in advance. MSPs can then address the problem before it escalates, shifting from reactive troubleshooting to preventative maintenance. For clients, this means smoother operations, fewer disruptions, and peace of mind that their IT infrastructure is being monitored effectively.
Customized content creation
Some MSPs are using tools such as Microsoft Copilot or ChatGPT to create customized support content for their clients. Using AI tools, the MSP can summarize support requests and then analyze the support ticket history to find trends for common support items. Using these insights, the MSP can offer training sessions or create specific documentation for that software. By creating personalized content that is useful and is targeted to the most common issues, the MSP’s clients in many cases can answer their own questions or solve their own issues without needing to contact support.
Knowledge management and documentation
Maintaining up-to-date IT documentation is a common challenge for MSPs. With the ability to process and organize vast amounts of information, AI tools can help generate or edit content in knowledge bases, FAQs, and procedural documents to make them easier to read, understand, and be more accessible to MSPs and their clients. This not only streamlines the MSP’s internal processes but also empowers their clients to resolve minor issues independently.
Brainstorming
The current generation of chat-based AI tools is impressive. Businesses of all sizes are using the tools to brainstorm ideas for marketing or building their thought leadership presence online. For example, asking ChatGPT to give a list of 15 ideas for topics that might be useful for small business owners in a particular industry, the MSP can get ideas for topics that they can create how-to guides, blog posts, or social media content on that may be of interest to their target audience.
Training and onboarding
Many SMBs find it challenging to understand and effectively use technology. To address this, MSPs can leverage AI tools to quickly create interactive training materials and onboarding processes. For example, using AI tools to help generate training modules for new employees that guide them through setting up their workstations, accessing company tools, and learning IT policies.
Looking to partner with an MSP that stays ahead by leveraging cutting-edge technologies such as artificial intelligence? At Fidelis, we are committed to continuously providing exceptional service and reliable technology support. Talk to us today.