The Rise of AI Agents: A Guide for Managed Service Providers in 2025

The world of managed services is evolving rapidly, and artificial intelligence (AI) is at the forefront of this transformation. As we look toward 2025, it’s clear that AI agents—once a futuristic concept—are now a critical part of any Managed Service Provider's (MSP) strategy. To stay competitive and meet the rising demands of clients, MSPs must understand the history, development, and applications of AI agents and begin planning their transformation into an AI Service Desk.

A Brief History of AI Agents

The concept of AI agents dates back to the early 2000s, rooted in advancements in natural language processing (NLP) and machine learning (ML). Early AI agents, like ELIZA, a chatbot developed in the 1960s at MIT, demonstrated the potential for machines to mimic human conversations. However, these rudimentary systems were limited to pre-programmed scripts.

In the 2010s, the introduction of transformer models revolutionized AI development. Models like Google’s BERT and OpenAI’s GPT paved the way for advanced Generative AI, enabling machines to understand and generate human-like responses. These breakthroughs culminated in practical applications, such as customer service chatbots, virtual assistants (e.g., Siri, Alexa), and enterprise tools capable of automating complex tasks.

Examples of AI Agents in Service & Support

AI agents are now widely deployed in customer service, where they enhance efficiency, reduce costs, and improve customer satisfaction. Here are a few standout examples:

1. Thread: Agentic AI for Fully-Automated Triage

Thread is revolutionizing the way MSPs manage customer service with its Fully-automated ticket triage solution. By leveraging advanced agentic AI, Thread’s "Magic Agents" complete all of the initial intake and discovery, gathering all the details needed to solve the request before categorizing, prioritizing, summarizing, and then sending to a technician for resolution. 

2. Chatbots for First-Tier Support

Companies like Zendesk and Intercom also leverage AI-powered chatbots to handle common inquiries, such as password resets or order tracking. These bots free up human agents to focus on complex issues.

3. AI-Powered Voice Assistants

Brands like Amazon and Google have deployed voice assistants to streamline customer interactions. For instance, Amazon Alexa can handle tasks ranging from customer inquiries to placing orders.

4. Omnichannel Integration

Tools like Salesforce Einstein provide AI agents that seamlessly operate across email, chat, and social media, ensuring consistent service across channels.

Why MSPs Should Care About AI Agents

As AI technology continues to advance, MSPs are uniquely positioned to lead the charge in helping businesses adopt and manage AI agents. Here’s why AI agents should be part of your 2025 AI plan:

1. Streamline Service Delivery

AI agents like Thread’s conversational AI chatbot can handle routine tasks like ticket triage, onboarding requests, and password resets, reducing the burden on human technicians and speeding up resolution times.

2. Enhance Customer Satisfaction

Clients expect fast, personalized, and accurate support. AI agents can provide instant responses, ensure 24/7 availability, and escalate issues to human agents when necessary.

3. Improve Scalability

AI agents allow MSPs to scale operations and provide higher-quality service without a increasing headcount, making it easier to serve more clients and expand into new markets or services.

4. Data-Driven Insights

AI agents generate valuable data about customer behavior, common issues, and operational inefficiencies, empowering MSPs to refine their services.

5. Positioning for the Future

Businesses are increasingly seeking MSPs who can guide them through their own AI adoption journeys. By incorporating AI agents, you not only position your MSP as a forward-thinking partner, but as a trusted resource who can provide best practices for their own customers.

Steps for MSPs to Transform into an AI Service Desk

To remain competitive, MSPs must embrace the shift toward AI-driven service desks. Here’s how to get started:

1. Assess Your Current Service Model

• Identify repetitive tasks that could be automated with AI agents.
• Evaluate gaps in your current customer support experience.

2. Choose the Right AI Platform

• Look for platforms like Thread, Zendesk AI, or ServiceNow Virtual Agent that align with your needs.
• Ensure the platform supports omnichannel communication and integrates seamlessly with your existing tools.

3. Train Your Team

• Educate your technicians on how to manage and troubleshoot AI agents.
• Provide training on using AI-driven insights to improve service quality.

4. Start Small with Pilot Projects

• Implement AI agents for specific tasks like ticket triage or FAQs before rolling them out across all services.
• Monitor performance and collect feedback from clients and technicians.

5. Promote AI as a Value-Added Service

• Highlight your use of AI agents as a key differentiator in your marketing materials.
• Offer AI-powered services as part of premium support packages.

6. Iterate and Optimize

• Use data from AI agents to refine their workflows, improve accuracy, and address customer pain points.

The Future of AI Agents for MSPs

By the end of 2025, AI agents will become a cornerstone of successful MSP operations. They will enhance efficiency and transform the way MSPs interact with clients. The evolution from traditional service desks to AI Service Desks represents an exciting opportunity to deliver more value while staying ahead of competitors.

Tools like Thread's AI Service Desk platform provide a glimpse of what’s possible, helping MSPs streamline operations, improve service delivery, and position themselves as leaders in the AI era.

As you embark on this journey, remember that the key to success is thoughtful implementation. AI agents are not a replacement for human technicians but a powerful tool to augment their capabilities and elevate the service experience.

Ready to get started?
At Thread, we’re dedicated to helping MSPs embrace the future of AI. Explore our AI Service Desk platform to see how AI can transform your business today.