In this episode, host Adam welcomes Dani and Alex from PCW Solutions to discuss their business journey, emphasising how they've integrated artificial intelligence (AI) into their company's operations. Alex details the inception and growth of PCW Solutions over the past 21 years, starting from helping domestic customers to managing over 150 business clients today. The conversation dives into their innovative approach to improving workflow efficiency using AI. They explain how they utilised AI to manage and log customer support tickets, reducing the workload on their staff and improving service response times. They also highlight practical challenges and human factors involved in implementing AI solutions, including the need for clear communication and gradual customer adaptation to new technologies. The discussion covers the future potential of AI in Managed Service Providers (MSPs) for automating routine tasks and enhancing customer service. Alex and Dani also share insights into the practical aspects of AI integration and future plans, such as automating outbound calls for ticket resolution00:00 Welcome and Introductions 

00:21 Background and Business Overview 

01:53 Office Location and Expansion 

03:27 Exploring AI Solutions 

04:08 Implementing AI for Customer Support 

08:45 Challenges and Adjustments with AI 

11:33 Technical Setup and Future Plans 

13:32 The Role of AI in Client Communication 

14:11 Client Reactions to AI Implementation 

14:35 Solving Client Issues with AI 

15:08 AI Accuracy and Staff Testing 

15:26 Examples of AI Handling Calls 

17:42 AI in Sales and Client Management 

19:17 Future AI Implementations 

20:53 AI's Role in MSP Operations 

21:38 Challenges and Costs of AI 

25:55 Expanding AI Solutions for Clients 

26:42 Automating Billing and Future Developments 

27:15 Conclusion and Final Thoughts 

 

Connect with Alex Hill on LinkedIn by clicking here –https://www.linkedin.com/in/alex-hill-64284414/ 

Connect with Daniel Welling on LinkedIn by clicking here –https://www.linkedin.com/in/daniel-welling-54659715/ 

 

Connect with Adam Morris on LinkedIn by clicking here – https://www.linkedin.com/in/adamcmorris/ 

 

Visit The MSP Finance Team website, simply click here –https://www.mspfinanceteam.com/   

 

MSP Glossary: MSP Finance Glossary Explained | MSP Finance Team 

 

We look forward to catching up with you on the next one. Stay tuned!