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.
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:
Magic Agents don't simply assist technicians—they transform how entire service operations function.
The submissions from the Intent Competition showcased how quickly AI is becoming operationalized across MSP environments:
Each use case reinforces a critical shift:
AI is no longer just accelerating workflows—it is eliminating unnecessary manual work altogether.
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:
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.
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:
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.
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.
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.