Transcript
and I've been with the company for 12 years. As we continue to advance and expand in the roles and businesses, we definitely saw a need for automations, and AI is a great fit for those, especially when we're talking about service tickets, and automating and adding analytics to look at those and help with servicing and providing additional role to end user satisfaction. So AI that's helpful, I generally categorize in the chat GPTs of the world, just generic AIs, which aren't necessarily trained specifically on our data as an MSP. To be able to accurately action items, they need to be aware of our business needs and the service tickets that are coming in, they need to actually have a repository to be able to make intelligent decisions. So the impact of the AI is generally at the level one technician where it's providing contextual information, remediation suggestions, and previous ticket histories that help aid in time to resolution. Time to resolution, I think, is the key indicator. So being able to resolve the ticket correctly the first time in as quick of a manner as possible is definitely driving customer satisfaction ratings as a benefit of that as well. Don't try to develop it yourself. You will waste time, money and resources, and ultimately end up in the same situation. I think ultimately, in the 10-year forecast, level one technicians more or less go away. You'll be able to retrain or promote those into higher level positions, which also is the added benefit of employee satisfaction, promotions from within. My favorite part of Zophic is the flexibility and customization. So specifically, we're able to train our own models for things that aren't necessarily ticket or service related. So we have an HR bot, we have a SOC bot to help in those specific teams that aren't necessarily interacting at the ticket level. Most excited about additional deeper level integrations and automations. So for me, taking my key takeaways from the summit are generally speaking the interactions that I've had with the other MSPs, being able to convey issues, problems and how other people have solved them, and then taking that back and seeing how we can implement that in our business.
