Transcript
out of Newport, Kentucky. From looking at our data, we found opportunities to insert AI when we started analyzing our ticket trends, whether that be items and activities that were taking a large amount of time or smaller activities that didn't require a lot of time, but the number of occurrences added up to time lost. Sure, AI that actually helps move the needle or changes how our business runs aids the technician in finding resolution faster for our clients. Faster resolution times translate to a higher CSAT, which helps us cultivate those relationships and our clients stick with us. Sure, AI effectiveness that aid our KPIs, the ones that I really focus on, would be time to resolution, total days open, and first team resolution. So I look at those individually, mainly because average time to resolution sometimes doesn't tell the whole story, because there's different statuses within ConnectWise that are a waiting status, that may not affect your SLA or your average time to resolution, whereas total days open is looking at that ticket from a client lens. So whether they're waiting one day or three days, that's something I want to measure and capture to see if we can reduce the time that the client is waiting. And then first team resolution, that just reduces how many times we need to escalate a ticket to a higher level. So Zophik aids us with troubleshooting steps and other information so that a technician can resolve that ticket the first time. Zophik's been able to provide that helpful information, whether that's troubleshooting tips, pointing to like tickets, KBs or documentation, but I think the real difference maker right now is the auto triage. So we have a full-time resource that we were using to triage tickets to other service boards that has been greatly reduced. We kind of slow rolled it at first, getting comfortable, adding clients in one by one and then groups of five or 10 until we built that trust factor and we were able to expose it to all of our clients. So now we're able to reallocate that resource and they're able to assist clients in a more meaningful way. Advice I would offer to an MSP is to do your homework. Realize what outcomes you're trying to achieve or what problem you're trying to solve. Other AI tooling, it did not work out and that was an investment that we ultimately had to pull the plug on. We came across Zophik and realized the value that it added to our environment, to our infrastructure and to our technicians. The way that it integrates so closely with ConnectWise, it's all in front of the technician. They don't have to go outside of ConnectWise to utilize it, ultimately bringing the experience in a cohesive manner where it aids the technician and there's not a separate step that the technician would have to go find the answer. My favorite feature of Zophik today is probably the way that you're able to interact with it within a ticket. So if it gives you troubleshooting steps and maybe that's not quite clear to the level one technician, they can interact with it. They can ask a question, say, what do you mean by this and it will further explain it to them. So it may be pointing to a ticket that a level two or level three resource helped resolve and then that level one resource is able to learn from that and kind of stretch and challenge themselves so that they're able to resolve more. In the future release of Zophik, what I would like to see is integration with our phone or our contact center. I would love to, when clients are calling in for assistance, create those tickets ahead of time so when they make it to the representative, that ticket's fully created, it has the contact, the company, their address, what problem they're facing, so less time is spent on the administrative task. When it reaches the technician, they can hit the ground running to resolve their issue. Being an AI-powered MSP helps our clients achieve outcomes and results faster. Time lost equates to dollars and we're looking to reduce that time lost any way we can. In today's environment, clients are expecting more, not less, so any way that you can provide that without an extra cost that's passed on to your clients goes a long way in helping build those relationships and really just making the clients more sticky and providing better service.
