Overview

An MSP faced increasing volumes of support tickets from customers who provided ambiguous or complex descriptions of their technical issues. To address this, the MSP implemented an AI-driven system to read and re-summarise incoming requests, providing clearer, friendlier confirmations to customers while reducing manual classification work for the engineering team.

Challenges

• High volume of tickets: Approximately 60 tickets a day needed to be processed by an engineering team of around 15 staff.
• Ambiguous requests: Many customer descriptions were unclear or lacked enough detail, leading to multiple follow-up conversations.
• Time-intensive classification: Senior engineers and managers spent significant time each day categorising and clarifying tickets instead of focusing on resolving issues.

Solution

AI-Enabled Summaries - Integrated a commercial AI engine to read incoming emails and phone-logged issues, then generate user-friendly summaries. Ensured data privacy by anonymising customer information before sending it to the AI platform.

Insightful Replies - Created an automated response system that re-summarised the user’s issue and suggested next steps or clarifying questions. Enabled after-hours messages to gather additional details when tickets would not be actioned until office hours.

Minimal Training Requirements - Provided the engineering team with brief training, primarily focused on reinforcing when to override or adjust AI responses if inaccuracies were detected.

Internal Analysis and Suggestions - Delivered internal AI analyses to senior engineers, offering possible solutions or additional questions, before they needed to interact with the ticket themselves.

Scalable Approach - This AI implementation was the first of three planned enhancements, laying the groundwork for more advanced AI-driven support features in the future.

Benefits

Time Savings - Freed up approximately 25 hours a week of senior engineer and management time by automatically classifying and clarifying tickets. Allowed engineers to spend more time resolving critical issues and improving processes.

Enhanced Customer Experience - Reduced confusion by providing straightforward re-summaries of support queries. Gave customers immediate clarity, sometimes enabling them to self-diagnose simple problems without further follow-up. A large proportion of customers appreciated the improved responses; some even asked if they could use this solution for their own businesses.

Consistent, Polite Communication - Maintained a friendly, standardised tone in all outgoing messages, lowering the risk of customer frustration. Handled ambiguous queries more effectively, which helped align customers and support teams on the next steps.

Scalable and Future-Proof - Served as a foundation for additional AI-driven solutions, making it easier to adopt more advanced features in the future.

Results

• Reduction in Follow-Up Queries - Clear re-summaries helped many customers diagnose their own issues, cutting down on back-and-forth communication.

• Improved Ticket Workflow - Senior engineers no longer needed to perform initial ticket categorisations and clarifications, significantly streamlining the workflow.

• Positive Customer Reception - While a small number of customers resisted the change, the majority found the AI-driven responses more informative and helpful. Demonstrated tangible added value compared to the previous basic automated replies.

• Wider Appeal - Some clients showed interest in rolling out a similar AI-assisted system for their own service desks.

Conclusion

By harnessing an AI-driven summarisation system, the MSP significantly reduced manual classification overhead while offering customers a clearer, more positive support experience. The solution saved valuable time for both management and senior engineers, allowing them to focus on higher-level tasks and quicker ticket resolutions. The overwhelmingly positive feedback from customers highlighted the potential for further AI-based enhancements, positioning the MSP as an innovative leader in technical support services.

Your Business

This adaptable AI solution, originally designed for HaloPSA, can also seamlessly serve businesses that operate without a dedicated helpdesk or CRM system, where a shared inbox is used by the whole team. It delivers secure, private, and intelligent customer communication, making it a versatile tool across multiple verticals.

• Healthcare: Enhance patient support and appointment scheduling.
• Financial Services: Securely manage client queries and streamline advisory communications.
• Retail & E-Commerce: Improve customer service and order management interactions.
• Education: Assist with student inquiries and administrative support.
• Government & Legal: Provide clear, secure responses for public and client-facing services.