Revolutionising Service Desks: How Neo Empowers MSPs to Enhance Customer Experience

Service desk analyst


In the rapidly evolving world of technology, Managed Service Providers (MSPs) are constantly seeking innovative solutions to enhance their service delivery. One such groundbreaking solution is Neo, an AI-powered platform designed to revolutionize service desks. This article explores how Neo, formerly known as ChatMSP, is transforming the MSP landscape by enabling faster resolution of service desk tickets and freeing up service desk teams to focus on enhancing the customer experience.

The Power of Neo:

Neo’s primary goal is to help MSPs resolve service desk tickets faster using an AI powered intelligent support agent. Neo’s AI capabilities allow it to sift through pages of documentation and thousands of previous tickets in about 30 seconds, providing analysts with a resolution path for each ticket. This efficiency not only saves time but also allows service desk teams to focus on more complex tasks and customer engagement.

The Impact of AI on Service Desks:

Service desk analysts often grapple with a large volume of customer support requests daily. These requests can be complex, requiring analysts to go through extensive documentation and past tickets to find solutions. Neo addresses this challenge by automating these tasks, thereby reducing the workload on service desk teams. This automation allows MSPs to use Neo and its brain to help service teams at a fraction of the cost of a fully qualfied and experienced human analyst, leading to significant cost savings.

The Business Advantage:

By leveraging Neo’s AI capabilities, MSPs can increase their profitability, acquire more customers, improve their margins, and reduce the risk of falling outside of their Service Level Agreement (SLA) contracts with customers. This not only boosts their business growth but also reduces customer churn, a major issue often caused by non-adherence to SLAs.

The Future of Neo and AI in MSPs:

Neo’s vision extends beyond just being an intelligent support agent. There are plans to release a generative AI agent, NeoAgent, in Q3, which will not only answer questions but also take actions. For instance, if a customer has a problem with OneNote, NeoAgent can perform tasks like checking if the device is online or offline, looking at their network traffic, and performing password resets on its own so watch this space for continuous enhancements.


In the fast-paced world of MSPs, adopting generative AI technologies like Neo can provide a competitive edge. It not only enhances productivity and profitability but also improves customer relationships by delivering exceptional service. By riding the wave of AI, MSPs can harness and transform their service desks and enhance the customer experience.

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