Managed Service Providers, as with many businesses, are exploring AI usage but often struggle with assessing value. There’s a reason for this.
AI, broadly speaking, covers 3 main dimensions – automation, insight and analysis and, when applied correctly, will deliver that outcome. A key issue however is who in the business is asking for the outcome. We need to turn the lens away from what AI capability is available in this system or that system, and start asking what value can AI provide for different roles across the business.
In the service desk space we see many of the top software providers adding some level of AI capability (accelerated ticket triage, knowledge base retrieval, etc). These discrete capabilities have a narrow time-saving value, but they are locked in to that one system and vendor. This means the only people who benefit are users of that system.
Let’s zoom out. Consider the wider business and what the differing roles in the business need.
- CEO, Finance – profitability and billing insights, performance stats and trends
- Sales – monthly account manager reports, contract status, performance last month, upsell opportunities
- Operations – SLA performance, ticket volumes, average time spent on tickets, time entry hygiene
- Service desk user – ability to work at speed with tickets, assess and update things individually or in bulk
That level of “coverage” for an AI tool is rarely achieved working through just one system, not least because it means giving non-users of the system access to the data.
Instead, the MSPs we see making best use of AI are tackling things from an “AI layer” perspective, not a unique system perspective.
Recursyv recognised this need early, which is why our RecursyvAI connectivity ensures that any member of the MSP’s staff can access data from their own service desk and ITSM, simply by using the AI tools they already know: Claude, ChatGPT, Copilot etc.
In so doing, for a fixed monthly fee, anyone within the business can ask the questions they want – just by using prompts in tools like Claude etc. Always pertinent to their role, they can produce reports, see trends, or make updates, using a tool they know already, with no training.
By connecting the MSP’s service desk and ITSM systems to AI tools they already know: Claude, ChatGPT, Copilot, RecursyvAI provides that enterprise layer of insight. This is a huge time-saver and yields valuable insight – including scheduled reports that serve up the data at the frequency you need.
AI continues to evolve but business needs rarely change. Management needs performance insights, Operations need efficiency and good data, and Front End staff need tooling to help them work more effectively with clients. RecursyvAI is a valuable way to achieve this.
