Managed Service Providers in the Age of AI: The Pricing Problem
When AI resolves 65% of tier-one tickets, per-ticket and per-hour billing quietly punishes the provider for doing well. Here is…
From RPA to AI Agents: What to Migrate First, What to Leave Alone
RPA is not dead, it is being surrounded. Here is which bots to replace with agents, which to keep exactly…
AI Ticket Deflection in IT Support: What the Numbers Really Look Like
82% of organisations using AI in ITSM report measurable ticket deflection, but deflection and resolution are not the same thing.…
Human-in-the-Loop Design: Where to Put the Checkpoints
Approval steps are the difference between a useful agent and an incident report. Here is how to decide which actions…
The 7 Best AI Agents for Business Automation in 2026
Remember when “AI automation” meant a Zapier workflow that broke every time a sales rep added an extra column to…