AI Intent Innovations and the Future of No-Touch Ticket Resolution

The future of IT service delivery isn’t just about speed—it’s about scalability, profitability, and precision. At Thread, we aren’t waiting for the AI revolution to happen. We are actively building it alongside our partners, with Agentic and Assistive AI leading the way.

Each week at AI Service Unleashed, Thread partners come together to share real-world strategies, explore new AI capabilities, and push the boundaries of what’s possible inside the AI-powered service desk. Last week, we raised the stakes with our first-ever AI Intent Competition.

The challenge: submit your most impactful intent for agentic AI to drive fully-automated ticket resolution—without technician involvement.

The results: a clear demonstration of how the future of managed service providers (MSPs) is being shaped by those who embrace AI and automation in their service desks today.

What Makes Thread's Agentic AI Different

First, our agentic AI for service desks isn't just another chatbot. It represent a new standard for agentic AI inside the MSP service desk—designed specifically to handle triage, context gathering, and task automation at scale.

Built on Thread’s integration with Microsoft’s Azure OpenAI Service and already serving more than 8,000 businesses worldwide, Magic Agents (named this to drive home that IT service should not just be effective, but magical) allow MSPs to:

• Manage intake and automate ticket creation with customer-specific permission controls
• Launch downstream automations through platforms like Rewst, Power Automate, and Zapier
• Eliminate repetitive manual tasks without sacrificing quality, security, or client experience

Magic Agents don't simply assist technicians—they transform how entire service operations function.

Real Use Cases: How Partners Are Leading the Next Evolution

The submissions from the Intent Competition showcased how quickly AI is becoming operationalized across MSP environments:

• XFER Communication showcased their Chatbot Introduction. A conversational agent that builds trust, explains its capabilities, and sets expectations at the first touchpoint to ease their customers into interacting with AI.
• Evident IT automate warranty lookups and MFA resets through Rewst integrations, eliminating dozens of manual steps and reclaiming hours of technician time.
• Better World Technology automates device warranty lookups by integrating Magic Agents with Rewst. What used to take five minutes per device is now handled end-to-end without technician involvement—saving time and reducing manual effort at scale.

Each use case reinforces a critical shift:

AI is no longer just accelerating workflows—it is eliminating unnecessary manual work altogether.

RFA’s Blueprint for No-Touch Service Delivery

Thread partner RFA is a leading example of what full AI-powered service delivery can achieve. By integrating Thread, Power Automate, and CIPP, RFA has automated key Microsoft 365 tasks—including onboarding, off-boarding, password resets, and group management—through conversational triggers in chat and email.

RFA's AI strategy was clear:

• Focus first on high-volume, low-complexity workflows
• Leverage webhook triggers to launch automations seamlessly
• Layer approvals and security controls directly inside Thread

By starting with common service requests and scaling gradually, RFA was able to move a significant portion of repetitive tickets to a fully automated model—freeing technicians to focus on higher-value activities.

Thread’s Vision: 10% No-Touch Tickets—And Growing

The future of the AI service desk isn’t just about faster ticket handling—it’s about transforming operational economics.

As outlined by Thread CEO Mark Alayev, our near-term goal is clear:

Enable partners to achieve at least 10% no-touch ticket resolution across their service desks.

Through the combined power of Magic Agents, agentic automations, and real-time integrations with platforms like Rewst and Power Automate, Thread partners are positioned to:

• Drive operational efficiency without expanding headcount
• Reduce technician burnout and improve SLA attainment
• Increase gross margins through smart, scalable automation

The service desks that implement no-touch automation through AI first will not only scale more effectively—they will recalibrate client expectations across the Channel.

Why Thread and Not One of the Hundred Other AI Solutions?

Not all AI service solutions are created equal.

Thread’s Agentic AI is purpose-built for the real challenges of the modern MSP service desk. From intelligent triage and discovery, to permissioned automation and human-in-the-loop workflows, every element of our solution is engineered to support service magic at scale.

Thread began working with OpenAI in the earliest days of GPT 3.0—long before generative AI became mainstream with ChatGPT 3.5. We recognized early that existing models couldn’t handle the complexity and variability of MSP workflows, and building our own from scratch didn’t work. So we partnered with OpenAI and began training the first large language model tailored to real-world service desk operations.

Today, Thread powers the largest LLM purpose-built for MSPs, processing over a billion tokens per month across prioritization, categorization, time entry generation, and ticket automation. That scale—and the feedback from thousands of real users—has enabled Thread to continuously refine and optimize for the most common, time-consuming challenges MSPs face.

Add a line or two here about when we started working with OpenAI, that we have the largest LLM specifically built for MSPs because training on existing data was so bad.

MSPs that partner with Thread aren’t just adopting AI—they’re future-proofing their operations for the next era of IT services.

Ready to Lead the Future of AI Service Delivery?

While AI Service Unleashed is currently available exclusively to Thread partners (we have big plans for this community), we're here to provide a consultative approach to reshaping your service delivery. Read our eBook on building an AI Service Desk, subscribe to our newsletter, or see the product for yourself in a demo.

The future of MSPs is AI. Join us.