As we celebrate the festive season and look ahead to 2025, it’s clear that artificial intelligence (AI) and automation are transforming the way businesses operate. These technologies are not only driving efficiency and saving time but also enabling a shift towards more strategic, value-driven work.
For managed services teams in particular, AI and automation have traditionally been used to streamline processes, eliminate human error, and enhance customer value. But the role of AI is expanding rapidly in this space, snowballing to elevate standards of service delivery and giving teams a competitive edge.
Ghost of AI’s past
For years, AI has been primarily employed to automate repetitive tasks, freeing up human resources for more complex and strategic activities. Automation has been invaluable in reducing the time spent on routine processes, minimising errors, and ensuring consistency. Managed Service teams have leveraged AI to manage success metrics and deliver services efficiently, even when under pressure to meet rising customer expectations. These traditional applications of AI have played a critical role in delivering quick responses and maintaining high levels of customer satisfaction.
As we wrap up warm for the festive season, it’s worth reflecting on how AI has ensured smoother operations and happier customers throughout the year. The efficiency gains and reduction of errors achieved through automation have become vital components in the ongoing drive for service excellence.
Decking the halls with AI in managed services
Today, managed service teams are using AI beyond simple automation. AI is increasingly being integrated into sophisticated applications from predictive analytics to customer interaction and proactive maintenance. Advanced AI tools now analyse vast datasets, providing businesses with insights that allow them to anticipate issues before they arise and optimise their operations accordingly.
Looking towards 2025, the future of AI in managed services is filled with potential. AI will continue to enhance customer engagement through personalised services, enabling businesses to offer tailored experiences that were previously impossible. Additionally, AI will play a central role in improving decision-making processes by providing deeper insights into operational data. This will give businesses the power to make more informed, data-driven decisions and further elevate the customer experience.
The evolution of AI promises a new era of intelligent service delivery. Predictive analytics and proactive maintenance will become industry standards. As AI becomes increasingly integrated into everyday operations, the way managed services are delivered will be transformed, with service providers offering more anticipatory, data-driven solutions.
Bringing everyone onboard
Despite clear benefits, there are still barriers to overcome to enable the widespread adoption of AI in managed services.
A key challenge is bringing everyone onboard. While younger employees may be enthusiastic about AI, others may be sceptical or resistant, fearing that AI might threaten their roles or make their jobs obsolete. Addressing employee concerns with unity and collaboration, much like the spirit of the holiday season, is essential. Emphasising how AI can enhance, rather than replace, employee roles will be critical for a smooth transition to AI-driven workflows.
Training and upskilling initiatives will also help highlight how AI can make jobs more engaging by taking over mundane tasks. When employees see the tangible benefits of AI in their day-to-day work, they will be more likely to embrace these changes.
A merry and bright future for managed services
As we look ahead to 2025, the role of AI in managed services is poised to expand even further. AI will increasingly be relied upon to handle customer alerts, analyse large volumes of data from monitoring platforms, and generate more accurate and insightful reports. This will allow customer success managers to engage more deeply with their clients, fostering stronger relationships and driving higher renewal rates.
The journey towards full AI integration in managed services may be challenging, but the rewards of increased efficiency, customer satisfaction, and strategic insight make it a worthwhile endeavour. As we move into the new year, embracing AI’s potential will be crucial for organisations looking to stay ahead in a rapidly evolving industry.
Ben Clarke is director of managed services support at ANS, a digital transformation provider and Microsoft’s UK Services Partner of the Year 2024. Headquartered in Manchester, it offers public and private cloud, security, business applications, low code, and data services to thousands of customers, from enterprise to SMB and public sector organisations.
