MSP AI Usage Survey Results
Note: Results are based on 0 responses.
Service Desk - Ticketing
| Question | Responses |
|---|---|
| Triaging tickets for correct coding and categorization | |
| Filtering for SPAM | |
| Routing tickets to the correct queues or boards | |
| Detecting priority tickets | |
| Assigning agents | |
| Suggesting live ticket responses from prior efforts | |
| Summarizaing tickets | |
| Identifying similar tickets | |
| Escalating tickets | |
| Summaring help desk sessions | |
| Performing root cause analysis | |
| Security alerting |
Service Desk - Automation
| Question | Responses |
|---|---|
| Generating scripts | |
| Executing scripts based on tickets | |
| Detecting needed remediations | |
| Recommending automations |
Service Desk - Agents
| Question | Responses |
|---|---|
| Creating perfomance reports | |
| Analyzing trends | |
| Evaulating service desk policy compliance | |
| Providing coaching and training recommendations | |
| Evaulating daily and seasonal schedules | |
| Training new agents |
Service Desk - Documentation
| Question | Responses |
|---|---|
| Generating articles from topics | |
| Clearning tickets for accurate context | |
| Detecting duplicate articles | |
| Creating articles from tickets | |
| Rewriting existing articles | |
| Generating process runbooks | |
| Generating training materials | |
| Generating operating procedures |
Products and Services
| Question | Responses |
|---|---|
| Creating new AI-based project offerings | |
| Creating new AI-based MRR offerings | |
| Creating new AI-based training | |
| Creating custom AI applications |
Client Management
| Question | Responses |
|---|---|
| Providing client-facing chat support | |
| Generating QBR or status reports | |
| Writing email responses | |
| Analyzing client satisfaction | |
| Predicting needed projects and maintenance | |
| Generating client budgets | |
| Managing client email campaigns | |
| Summarizing client meetings | |
| Generating and analyzing assessments | |
| Managing Microsoft 365 or Google infrastructure | |
| Creating client churn assessments |
Sales and Marketing
| Question | Responses |
|---|---|
| Generating web pages | |
| Writing emails | |
| Generating social media posts | |
| Calculating lead scores | |
| Creating proposals |
Security and Compliance
| Question | Responses |
|---|---|
| Writing security policies | |
| Writing response plans | |
| Assessing current policies and practices | |
| Generating compliance reports | |
| Detecting threats | |
| Recommending responses | |
| Conducting drills |
Finance and Operations
| Question | Responses |
|---|---|
| Analyzing agreements | |
| Analyzing financial results | |
| Analyzing insurance coverage |
Expected Results
| Question | Responses |
|---|---|
| Reducing costs | |
| Adding project revenue | |
| Reducing internal risks | |
| Improving revenue/employee (scalability) | |
| Increasing customer satisfaction | |
| Improving service quality | |
| Improving competitive positioning |