AI, Automation Poised to Make Big Impact on Mobility, Remote Work
… accelerate the on-boarding of new clients or execute service requests from MSP tenants. This will offload a significant element of the daily work, experts say.
“We also expect to see machine learning help with the analysis of the large amounts of data the MSP business manages,” said Kevin Smith, senior vice president, Ivanti, which unifies IT and security operations to better manage and secure the digital workplace. “Then use this insight to offer new services, better serve existing customers and improve the performance of existing services.”
Front-End, Back-End Developers
Along with accelerating the on-boarding process for employees and customers, AI and automation will also help developers by clearing away some tactical clutter that distracts them every day. This will enable them to focus on strategic improvements to the MSP model and to the services that can be offered to clients, Smith said.
“The future success of the MSP will depend on its ability to offer more targeted and personalized services to clients, and developers can help bring these new services to life — but only if time is created to strategize, design and implement these new models,” Smith said. “With AI and automation, we can now delegate a number of daily throughputs to these technologies and create time that talented developers need to work through this new innovation cycle. This is powerful stuff — good for the business and good for the MSP customer.”
Indeed, the amount of work MSPs and their customers do is not static, with businesses constantly looking to take on more responsibility, but not always more staff to support it. This results in increased workloads for existing employees, who are expected to adapt to new areas of their role.
“As back-office processes add no value to the business but are fundamental to the smooth running of operations, AI and automation are the ipso facto way to improve process efficiencies and quality while freeing up budget,” said Neil Kinson, chief of staff, Redwood Software, provider of robotic back-office processes. “Then redirected resources can be utilized where [they] deliver real impact to the business, such as in customer service, marketing and product innovation.”
Meeting the Hype
AI, machine learning and automation are more than buzzwords. From customer service to fraud prevention and risk management to digital assistants, they are the way forward, say industry insiders.
“Tech-savvy millennials are the next big market for fin[ancial] technology and they expect digital solutions for everything,” says Noel Moran, CEO of PFS, a financial services technology company and e-money payment institution. “Machines can ‘think’ faster, and they are more accurate, more secure and – if built correctly – more intuitive.”
By its very nature, for AI to function, it needs a continuous stream of high-quality and relevant big data. And PFS is in position to provide some of the highest volumes of data – a billion dataset – in financial tech, which powers strategic decision making and next-generation development processes and analytical tools, said Moran.
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