The MSP GenAI Landscape: Preparing for Rapid Change Service Delivery

AI better have ROI for the MSP

Within two years of implementing Rezolve.ai, we project our MSP clients will see significant improvements, including substantial reductions in per-user rates, significant increases in net profitability, and the generation of client revenue through MRR and professional services enabled by GenAI. Beyond these financial gains, Rezolve.ai also drives measurable ROI for Managed Service Providers and enterprises. These include but are not limited to;

• Up to 40% deflection of Level 1 tickets

• More than 20% deflection of Level 2 tickets

• Up to 30% reduction in Time-to-Resolution (TTR) for engineers  

• More than 50% reduction in phone call load to your helpdesk, and, finally  

• More than 50% reduction in email volume.

Agentic AI (AI that can reason and take actions) is the catalyst behind these numbers.  In other words, self-help, for IT and HR issues (in particular), are going to be easy wins with a high percentage of issues user resolved.

But we understand that many MSPs have heard similar promises before, only to be disappointed by early AI solutions that fell short. Let's talk about those 'ghosts of AI past' and how Rezolve.ai is different.  Before we get there – let's talk about why we believe all of this is critically important to your business. We have reasons to believe that MSP per user per month pricing is about to undergo a dramatic decline of around 25% within two years’ time.  But why?

As AI adoption increases and labor needs decrease (on a workload volume basis), we anticipate a substantial deterioration in price within the next two to three years. MSPs who invest in AI now will be able to thrive in this new landscape, making more income off less revenue by dramatically increasing efficiency. Those who don't invest risk being squeezed by pricing pressures and falling behind the competition.

Key Managed Service Provider Players and Their Focus

The MSP technology landscape is dynamic, with various players offering solutions to address the evolving needs of service providers. Understanding the different areas of focus is crucial for MSPs seeking to build a comprehensive and effective technology stack. In the realm of AI-powered automation and support, several companies are making strides, but their approaches differ significantly. Here's a closer look at some key players and their areas of expertise:

• Rewst: Rewst focuses on workflow automation, particularly for security and operations. Their platform allows MSPs to build automated workflows that connect various tools and automate repetitive tasks.  

Focus: Streamlining operations through broad automation.

• PIA: PIA emphasizes AI-driven automation for service delivery and customer experience. Their platform offers a virtual assistant, automated service desk features, and proactive support capabilities.  

Focus: Enhancing customer experience through AI-powered automation.

• MSPbots: MSPbots uses chatbots for various automations, including ticket creation, client communication, and some level of technical support. Their platform integrates with RMM and PSA tools to automate common MSP tasks.  

Focus: Automating tasks and workflows using chatbots.

• Thread: Thread focuses on streamlining communication and collaboration between MSPs and within MSPs and their clients. Their platform brings together various communication channels into a single platform.  

Focus: Centralizing and improving communication and collaboration, end user to helpdesk.

Rezolve.ai's Unique Approach for MSPs  

Rezolve.ai stands apart by focusing on intelligent automation of the support process, leveraging enterprise-grade AI to empower end-users, improve engineer productivity, and drive significant cost savings.  

Our deep integrations with PSA systems, industry-leading knowledge management, and agentic AI capabilities provide a level of sophistication unmatched in the market. We go beyond basic automation by focusing on understanding and resolving IT issues, providing intelligent assistance to both end-users and engineers, and proactively addressing potential problems.

Overcoming Early AI’s Empty Promises

Early MSP AI solutions often struggled with integrations, creating more headaches than solutions. Rezolve.ai overcomes this challenge with seamless integrations into popular PSA systems like ConnectWise, Halo, and ServiceNow, as well as other essential MSP tools such as IT Glue, IT Boost, and Halo.

This streamlined approach reduces setup time and improves data flow efficiency, ultimately leading to more effective operations. For CEOs and COOs, this means streamlined operations and reduced IT overhead. Helpdesk Managers benefit from easier implementation and improved team efficiency. Directors of Data/BI gain a unified data view for better reporting and analysis. Learn more about our seamless integrations.

Readying Your MSP for a Substantive Decline in User MRR Pricing

The traditional per-user, per-month fixed rate model for MSPs is facing unprecedented pressure. As AI adoption accelerates and labor needs decrease, we anticipate a significant shift in pricing dynamics. Those clinging to the old model risk being squeezed by shrinking margins. Rezolve.ai empowers MSPs to thrive in this new pricing landscape. Our AI-powered platform drives efficiency, enabling you to deliver exceptional service with less manual effort, allowing you to remain competitive on price while increasing profitability. Reduce support costs, increase net profitability, and unlock new revenue streams by offering AI-powered services to your clients.  

GenAI Service Desk Efficiency

Traditional MSP ticketing systems can be slow and inefficient, leading to frustrated clients and overwhelmed engineers. Rezolve.ai speeds up the service desk with AI-powered ticket scoring and Microsoft Teams integration, for both engineers, and for the clients you support.   They can attempt to self-resolve a ticket in a native Teams application which fully integrates to your PSA / MSP ticketing system, for unresolved tickets, even offering the ability for your engineers to chat with the end user community.

This approach reduces resolution times and improves first-call resolution, leading to a more efficient service desk. CEOs and COOs will see improved client satisfaction and reduced support costs. Helpdesk Managers will have more efficient workflows and happier engineers.  

Mastering GenAI Knowledge Management

Outdated knowledge bases are difficult to maintain and often fail to provide relevant information. Rezolve.ai's AI-driven knowledge management ensures that engineers and end-users have access to the information they need, when they need it. This leads to improved knowledge base usage and a reduction in support tickets.   Rezolve.ai fully integrates with SharePoint, IT Glue, IT Boost, and Hudu, and distinguishes client-specific information.   The supercharges your IT documentation.   We also can ingest support materials from providers in your tech stack to take advantage of that information.   Example – we pull support information in from Microsoft, HubSpot, Cisco, VMware, etc., so that information (from trusted resources) is integrated into your private GenAI KM platform.

Introducing the concept of GenAI Middleware

Rezolve.ai's GenAI Middleware delivers the best of both worlds: rapid time-to-value and long-term adaptability.  Unlike complex AI implementations that can take years and often fall short of expectations, Rezolve.ai is up and running in as little as two months, delivering immediate impact to your support operations.  This rapid deployment is possible because Rezolve.ai is built on seven years of development and honed through real-world experience with Fortune 500 companies.  We're not just experimenting with AI; we've been building and refining it for years, putting us years ahead of competitors.

But we don't just stop at rapid deployment.  Our integrated Creator Studio empowers your team to extend Rezolve.ai's capabilities: building future API integrations, custom workflows, and automated triggers as your needs evolve. This future-proofs your investment, ensuring Rezolve.ai remains a powerful asset for years to come.  You benefit from enterprise-grade AI, battle-tested in demanding environments, without the multi-year development cycles and exorbitant costs typically associated with custom AI solutions.

MSPs today need AI solutions that are powerful, adaptable, and fast to implement. That’s where GenAI Middleware comes in—a game-changing approach that combines instant deployment with long-term scalability.

But what does this mean for your MSP in real-world applications? How does Rezolve.ai’s GenAI Middleware help MSPs drive automation, improve efficiency, and create new revenue opportunities?

In this episode of Future Crafted – AI for Work, we explore:
✅ Why traditional AI solutions fall short for MSPs.
✅ How GenAI Middleware accelerates AI adoption without complex development.
✅ Real-world use cases of MSPs leveraging GenAI for maximum ROI.

📺 Watch the full discussion below:

Making Your MSP Stand Out in a Crowded Market

In today's competitive MSP landscape, differentiation is key.  Rezolve.ai gives you a powerful edge by enabling you to offer something truly unique: private, GenAI-powered chatbots tailored to each client's specific needs.  These aren't just generic chatbots; they're trained on the client's own data, making them incredibly effective and valuable.  Expand beyond traditional IT support and offer AI solutions for HR, operations, training, and more – all under your brand.  This not only differentiates your MSP but also unlocks significant new revenue streams and strengthens client relationships.

In Closing

The MSP landscape is transforming, and the winners will be those who embrace the power of AI. Rezolve.ai empowers you to not only adapt to this change but to drive it.  

Gain a decisive competitive advantage by offering cutting-edge AI solutions to your clients, streamlining your operations, and maximizing your profitability.  

Don't get left behind.  Contact us today to learn how Rezolve.ai can revolutionize your MSP – Book a Demo