AI and the Future of IT Services

Jul 2, 2024

By: Mural Consulting

At Mural, we specialize in providing high-touch and human-focused Managed IT Services. Given the breadth of challenges modern businesses face, from cybersecurity threats to complex cloud migrations, we’re always on the lookout for how new tools and technologies can impact or benefit our clients. So of course, we’ve had our eye on artificial intelligence (AI) and its impact on the critical technology tools and systems our customers use every day.

Perhaps most thought of when talking about AI are the AI chatbots. There is plenty of hype and just as much concern about common AI chat solutions. Will they make up, or hallucinate, information? How much of your private data do you need to train a custom solution for it to be effective? Can an AI really deliver the level of service and quality that businesses need, and customers expect? All these questions have taken some of the air out of the AI chatbot balloon.

Beyond AI chatbots though, at Mural we see a substantial opportunity to leverage AI to augment individual tasks, functions, and workflows as part of safely, securely and even more efficiently managing your IT solutions. The concept of AI Orchestration from companies like Contextual allows our teams to deliver AI enhancements with precision and focus. By combining internal data with external sources, identifying and tuning individual steps in a workflow, and determining which AI model is best positioned to execute each of those steps (a concept called AI multi-model workflow execution), we can tailor enterprise Ai solutions to your specific needs.

Some examples where focused AI solutions can have a material impact on our customers’ business operations today include:

1. Leveraging AI to more effectively categorize, summarize and draw predictive conclusions from support ticket data across any form factor, from a deeply interactive chat to a single email. Large Language Models (LLMs) are especially good at identifying patterns in data that humans may not see, so systematically going ‘beyond the solution’ of IT tickets to identity trends helps us to act with proactive intent in reducing support needs.

2. Extending on support ticket data, but ‘owning your AI’ outside of a single system, you can create AI services that span multiple tools. For instance, how do internal support incidents correlate to customer satisfaction? Are ratings or reviews impacted when your team members aren’t as effective as they could be? Do sales suffer when your internal systems aren’t at their peak?

3. Speaking of sales, AI can be an ideal add-on to pricing, product recommendation or proposal generation solutions. While GPTs are exceptionally good at generating a lot of text, that’s not actually the best use. AI models and steps can be stitched together to evaluate a prospect based on public information (their website, recent press announcements, etc.), look at local or geographic factors like cost of living or population density and then assemble an ideal product and pricing strategy that is uniquely tuned to the customer.

Of course, the range of tightly focused, bespoke AI solutions that enhance current workflows, tasks, and processes across a business is nearly endless. From assessing employee satisfaction to keeping critical team members to simplifying report creation so that employees can focus on improving the business, not just monitoring it, AI can impact your team, your products, and most critically your bottom line. Reach out to our team to learn more about how we can help you think beyond the AI chatbots, the types of AI solutions we’re building on Contextual today, and where we see the industry headed.