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🚀 AI Automation: Confidence vs. Accuracy—Why It Matters 🚀 When it comes to AI-driven automation, two terms often get mixed up: confidence and accuracy. But understanding the difference is the key to unlocking AI’s full potential—especially when it comes to automating your ticketing process. Let’s break it down: ✅ Confidence is how sure AI is about a decision—it’s a probability score, not a guarantee. AI can be confidently wrong. ✅ Accuracy is how often AI actually gets it right. A model with high accuracy might still express low confidence in some cases, but it’s hitting the mark. For MSPs and IT service desks, getting this balance right is everything. If AI makes high-confidence mistakes, it can cause misclassifications, slowdowns, and unhappy customers. On the flip side, if AI is too hesitant, you’re not getting the efficiency boost you signed up for. So how do you make sure AI is working for you, not against you? 🔹 Avoid confidently wrong decisions—set the right thresholds to prevent AI from running wild. 🔹 Build trust in AI—transparency and control help teams stay in the driver’s seat. 🔹 Balance risk and automation—every business has a different tolerance level, and AI should flex accordingly. At Pia, we don’t just throw AI at problems and hope for the best. We help businesses fine-tune their automation strategies so AI works smarter, not just faster. 💡 Want to dive deeper into this topic? Check out our latest blog to learn how to make AI automation work for you: https://lnkd.in/gm3j2Xpm #AI #Automation #MSP #ITSupport #TechInnovation #Pia #Efficiency #AIforIT

Last Chance to register! Pia is hosting Unlock Zero-Touch IT Ticketing with Pia SmartForms today at 12pm ET.

In this final dispatch from last week’s ConnectWise The IT Nation EMEA event, Rich Freemann from Channel Mastered speaks with James Allen of Pia about what Agentic AI means for MSPs. Pia was early to AI for MSPs, and their approach to AI-driven automation continues to drive innovation. In this Channel Mastered interview, James Allen shares how Agentic AI is transforming MSP operations—streamlining ticket resolution, optimizing workflows, and boosting profitability. 🔹 Balancing AI Autonomy & Technician Control – AI adoption grows as MSPs build confidence in automation 🔹 Real-World Impact – Ziptech Services, Divergent IT, and ramsac are already seeing massive efficiency gains 🔹 Scaling Help Desk Automation – Pia’s AI-driven automation currently handles 25% of tickets, with a goal of 40-60% By integrating intelligent automation, Pia is helping MSPs reduce manual workload, improve response times, and scale their operations more efficiently than ever before. 🔗 Watch the full interview here: https://lnkd.in/gKDBnV_P #MSP #AI #Automation #AgenticAI #ITAutomation #ManagedServices #ITNationEMEA

🚀 Scaling IT Without Hiring More Staff? Here’s How! Divergent IT is leveling up its IT services—without adding more headcount. CEO & Tech Orchestrator Matthew Galimi shares how Pia’s AI-driven automation is eliminating manual work, streamlining client requests with SmartForms, and making onboarding effortless. 💡 Key Wins: ✅ Freeing up technicians by automating IT tasks ✅ Seamless client request handling across time zones ✅ Scaling operations without increasing costs Want to see it in action? Book a demo: pia.ai 🎙️ Join Us Live! Matthew will be joining our “Unlock Zero-Touch IT Ticketing with Pia SmartForms” webinar this Thursday 20th of March at 11 AM CST to share his experience. Register now! 🔗 https://lnkd.in/gga9ii7a #ITAutomation #AIDrivenIT #MSP #SmartForms #ZeroTouch

🎉 Exciting News from Chicago! 🎉 We just returned from the GTIA - Global Technology Industry Association's Communities & Councils Forum (CCF) & North America Spotlight Awards, where we were honored to be named runner-up for the 2025 North America Innovative Vendor Award! 🥈 At Pia, we knew the help desk was primed for automation. Having experienced the challenges of running a help desk firsthand, we built Pia to streamline and resolve the most routine level one and level two tickets using AI and automation. This recognition is a testament to the impact we’re making in the industry! A huge shoutout to our incredible team—your dedication, innovation, and hard work made this possible. You all rock! 🤘 And of course, a massive thank you to our customers and partners for your trust and support. We wouldn’t be here without you! 💪 And this is just the beginning! Stay tuned—there’s more exciting news on the horizon! 🚀 #GTIA #Innovation #Technology #Pia #Automation #AI #AwardWinning #StayTuned

🚀 Check out this game-changing transformation! Restech Information Services' team was drowning in tickets, struggling with staff attrition, and racing to keep up—until they deployed Pia aiDesk. The results? Mind-blowing. 🎥 Watch the full story here: https://hubs.la/Q038TY2N0 With AI-powered automation, Restech: ✅ Slashed ticket resolution times from 30 minutes to just 2–10 minutes ✅ Maintained a 99.2% CSAT score across 33,000 responses ✅ Handled 98 more tickets per week—without adding staff ✅ Automated routine tasks, freeing engineers for strategic work ✅ Achieved the work of four technicians for the cost of one 💡 “Pia aiDesk is a game-changer for IT automation!” – James Knowles, Director of IT Services, Restech 🚀 Want to see AI in action? https://hubs.la/Q038TYXK0 #AIforMSPs #Automation #PiaaiDesk #ITSuccess

🔥 AI Now & Next: The Future of Automation at IT Nation Connect™ Europe! The Pia team is heading to IT Nation Connect™ Europe, March 10-12, 2025! Join us as James Allen, Senior VP of Sales, takes the stage to break down the real impact of AI-driven automation in IT. 📅 Session: AI Now & Next: What It Means for the Future of Automation 🗓 March 11, 2025 ⏰ 14:00 - 14:45 GMT 📍 Admiral 1 Room From AI-powered ticketing to zero-touch automation, we’ll explore what’s happening now—and what’s next—for MSPs embracing AI. Don’t miss this session if you’re looking to boost efficiency, cut costs, and supercharge your service desk! Let us know if you’ll be there! 👇 #ITNationConnect #AIinMSPs #Automation #PiaaiDesk #

🇺🇸 🇨🇦 🇬🇧 MSPs in the Americas and Europe: Say Goodbye to Ticket Chaos! We get it—constant email back-and-forth, missing details, and manual slowdowns are draining your time. It’s time to switch to a smarter, faster, and fully automated solution. Join Pia’s CTO, Aron Hardy-Bardsley, and Business Analyst, Ranju Manandhar, for a live session on Pia SmartForms—the game-changing way to eliminate manual intake and accelerate ticket resolution. 📅 Thursday, March 20, 2025 🕚 11 AM AEDT | 9 AM AWST | 1 PM NZDT What you'll discover: - No More Vague Requests – SmartForms capture the right details from the start. - Zero-Touch Automation – your clients trigger automations instantly, without the need for a technician. - Real-Time Validation – Ensure accuracy before tickets hit the queue. - End-to-End Visibility – No more status check-ins. 🚀 This is the future of IT ticketing. Don’t miss it! Secure your spot now #ITAutomation #SmartForms #PiaaiDesk #ITHelpDesk #ZeroTouchTicketing

🚨 MSPs in APAC Say Goodbye to Ticket Ping-Pong! We hear you—endless back-and-forth emails, incomplete requests, and manual bottlenecks slow you down. It’s time for a smarter, faster, and fully automated solution. Join Pia’s CTO, Aron Hardy-Bardsley, and Business Analyst, Ranju Manandhar, for a live session on Pia SmartForms—the game-changing way to eliminate manual intake and accelerate ticket resolution. 📅 Thursday, March 20, 2025 🕚 11 AM AEDT | 9 AM AWST | 1 PM NZDT - No More Vague Requests – SmartForms capture the right details from the start. - Zero-Touch Automation – your clients trigger automations instantly, without the need for a technician oversight. - Real-Time Validation – Ensure accuracy before tickets hit the queue. - End-to-End Visibility – No more status check-ins. 🚀 This is the future of IT ticketing. Don’t miss it! Secure your spot now #AIforMSPs #SmartForms #PiaaiDesk #ITHelpDesk #ZeroTouchTicketing

🚀 XChange March 2025 kicks off today! 🚀 Join James Allen and Maximilian Garcia from the Pia team at Booth 516 to see how Pia aiDesk can cut ticket resolution by up to 90% and empower your help desk technicians to close 5x more tickets per day. 📍 March 2-4 | Orlando, FL 🔹 Meet the team, see AI in action, and find out how automation can supercharge your service desk. 👋. Let’s talk! Stop by Booth 516 and connect with us. #XChangeMarch #PiaaiDesk #AIforMSPs #Automation #MSP