How Agentic AI & Automation are Transforming MSP Help Desks

In this Channel Mastered interview from IT Nation EMEA, James Allen, SVP of Sales at Pia, sits down with Rich Freeman to discuss one of the hottest topics in managed services today—AI-powered automation. The conversation dives into Agentic AI, the balance between autonomous execution and technician oversight, and how MSPs are leveraging AI to boost efficiency and profitability.

Pia has been AI-driven since its inception, focusing on integrating intelligent automation to help MSPs streamline their help desk operations. James explains how Pia’s AI-led approach acts as both the brain (AI intelligence) and the body (automation execution), ensuring that tickets are processed efficiently without unnecessary manual intervention.

One of the key topics discussed is autonomy in AI adoption. While AI has the potential to fully automate ticket handling, MSPs require confidence in the process before fully embracing automation. Pia has implemented approval processes and step-by-step verification systems, allowing technicians to monitor AI-driven workflows while gradually increasing trust in the technology.

James shares real-world success stories from MSPs who are already seeing significant improvements with Pia’s AI-powered automation. ZipTech, a UK-based MSP, has successfully automated 2% of its tickets using Pia’s AI auto-start function, which classifies and initiates workflows based on ticket content. Divergent IT, another Pia partner, utilizes SmartForms to automate scheduled tasks across different time zones, reducing manual workload and improving efficiency. RamSec, a fast-growing MSP, has automated 25% of their tickets with Pia, with plans to scale this to 40-60%.

With a laser focus on help desk optimization, Pia continues to innovate and drive MSP success. By embracing AI-powered automation, MSPs can reduce ticket workloads, improve resolution times, and increase profitability.