Custom AI systems designed around your workflows, your ticketing structure, and your escalation logic.
WHAT ARE AI AGENTS
AI agents are purpose-built systems designed to handle specific operational tasks inside your MSP. They sit inside your PSA, your communication tools, and your service desk workflows. They read tickets, route calls, flag problems, follow up on SLAs, update clients, and handle dispatch. They do this continuously, consistently, and without the variability that comes with manual processes.
Our AI agents are custom-built systems designed around how your MSP actually operates. Your ticketing structure. Your escalation logic. Your client communication standards. Your SLA requirements. Every agent is scoped, designed, and implemented for a specific workflow inside your specific environment.
AI agents don't replace your team. They handle the repetitive, high-volume, pattern-based work that eats up engineering time and introduces inconsistency. Your team stays focused on the complex problem-solving and client relationships that actually require human judgment.
CORE CAPABILITIES
FEATURED AGENTS
Handles the recurring support tickets end to end, logs every step and hands off anything it can't close. The longer it runs in your environment, the better it gets.
Checks every technician's work against your quality, documentation and SLA standards to catch inconsistencies before the client does.
Keeps an eye on backup health across your whole customer base and flags risk early, before it turns into a failed restore.
Sorts SOC alerts by risk and context so your team's attention lands on what matters first.
Handles the front door of your service desk. It reads what's coming in, senses how urgent or upset the client is, and gets the ticket into the right hands without anyone touching it first.
Learn more →Surfaces the next troubleshooting step based on your knowledge base and how similar tickets were resolved before.
Cross-references tickets, contracts, agreements and billing data to surface revenue you're not currently capturing.
Pulls your operational and financial data together into an executive-ready Quarterly Business Review, built and formatted for you.
Gives your website a voice: an AI-powered chat that talks with clients and prospects any time they land on your site.
Gives clients a way to run their own common workflows directly, without filing a ticket first.
Turns your clients' AI worries into a service you can sell. It builds the assessment, the pricing tiers and the policy, and gets the offer ready to pitch.
Learn more →Built around your specific processes and wired into the tools you already run. Tell us what the work looks like and we'll build the agent for it.
USE CASES
AI agents aren’t theoretical. They solve specific, measurable problems inside MSP operations. Here are the scenarios where agents produce the most immediate impact.
High-Volume Service Desks Hundreds of tickets a day means engineers spend more time sorting than solving.
How agents solve it: Triage and intelligent routing handle intake automatically, every ticket arrives categorized, prioritized, and assigned. Nothing sits unattended.
Different SLA tiers need different treatment, but manual processes treat everything the same until someone escalates.
How agents solve it: Routing agents factor in client tier and SLA requirements automatically. Proactive escalation before thresholds are breached.
Dissatisfaction builds quietly across slow responses and missed updates before anyone notices.
How agents solve it: Sentiment analysis runs continuously across all client communication and flags tone shifts early. Service managers get the signal before the client makes the call.
More clients and more tickets without hiring at the same rate requires operational leverage.
How agents solve it: Triage, routing, dispatch, updates, and SLA follow-ups all handled by agents. Your team’s time goes to resolution, not overhead.
HOW WE BUILD THEM
Every AI agent’s engagement follows a structured process. We don’t drop in a pre-built tool and hope it fits. We start with your operation, understand the workflow you want to improve, and build the agent specifically for how your environment works.
After deployment, AI Dedicated Engineers can be engaged for ongoing maintenance, optimization, and expansion. Professional Services builds the agent and gets it into production. Dedicated Engineers keep it running and growing over time.
GOVERNANCE AND OVERSIGHT
Every agent has a clearly defined scope of what it handles independently and where it escalates to a human.
Your MSP retains responsibility for oversight of AI-generated outputs in client-facing environments. Human review stays where it matters most.
Covers data handling, access automation, accountability, and human oversight requirements for every agent deployed.
All AI engineering happens from ITBD-owned secure offices within SOC 2 Type II certified facilities.
PLATFORMS WE WORK WITH
Agents integrate directly with your PSA for ticket data, your RMM for endpoint context, and your communication tools for client interaction. The integration is designed to feel native to your existing workflow, not bolted on.
AGENTS AT WORK
ENTERPRISE TRUST
We've been doing a lot of AI services for the past three years. The experience brought structure and best practices.
in
AI is evolving fast. It’s critical for peers to bring back ideas that actually work.
in
Everything we’ve done has been high quality, with the right people and content.
in
AI innovation must be paired with strong governance and security.
in
40% of our workflows automated. – That's real AI impact.
in
The AI Accelerator sessions were practical and to the point. I left with a better framework for thinking about AI and a few things I can put to work right away.
in
Tell us which workflows are eating up the most time and we’ll show you where agents make the biggest impact.
A chatbot is a conversational interface that responds to questions. An AI agent is a system that takes action inside your operational workflow. It triages tickets, routes calls, monitors SLAs, generates updates, and handles dispatch. Agents do work. Chatbots answer questions.
Yes. Agents are built and deployed inside your existing PSA, RMM, and communication tools. We support ConnectWise, HaloPSA, Autotask, and other platforms MSPs use. No separate systems required.
It depends on scope and complexity. A targeted agent for a single workflow like ticket triage can be designed, built, tested, and deployed in weeks. A broader agent ecosystem covering multiple workflows takes longer. Timeline expectations are established during scoping before any build work begins.
Yes. Most MSPs start with one or two agents targeting their biggest pain point and expand from there. The architecture is designed to scale, and each additional agent builds on the data and logic already in place.
We design, build, implement, and maintain AI agents. Your MSP retains responsibility for oversight of AI-generated outputs in client-facing environments. Our governance framework defines where agents operate autonomously and where human review is required. Those boundaries are documented and agreed upon before deployment.
Every agent includes error handling, fallback logic, and escalation paths. If the agent encounters a scenario outside its defined scope, it escalates to a human rather than guessing. Monitoring is in place from day one so issues are caught and addressed quickly.
The Digital Dispatcher is a production-ready AI agent product focused on dispatch: call handling, ticket creation, and initial routing. It uses the same underlying capabilities (triage, routing, sentiment analysis) applied specifically to the dispatch workflow. It can be deployed as a standalone product or as part of a broader agent ecosystem.
The QBR Creator is a production-ready AI agent that connects to your PSA and RMM, pulls live operational data, and builds client-ready QBR presentation decks in Gamma automatically. It eliminates the manual data gathering and slide assembly that makes QBR prep one of the biggest time sinks in MSP operations.
AI Agents are intelligent systems that handle specific operational tasks with decision-making capability, like triage, routing, and sentiment analysis. AI Automation focuses on eliminating repetitive manual processes like data entry, status updates, and reporting. Agents think and decide. Automation executes defined sequences. They work together inside the same AI Professional Services practice.
AI Professional Services builds and deploys. For ongoing maintenance, optimization, and expansion, AI Dedicated Engineers provide continuous engineering capacity. The handoff is clean and documented.