AI Service Unleashed: Thread Voice and Service Intelligence Revolutionize the MSP Service Desk

At the 2025 AI Service Unleashed Conference, we celebrated the incredible momentum of the Managed Service Provider (MSP) community and introduced two major innovations designed to reshape service delivery: Thread Voice AI and Thread Service Intelligence.

Together, they mark a step-change in how service desks operate, automating the phone channel, the most costly and complex part of IT support, while ensuring every interaction makes your team smarter.

Thread Voice AI: Reinventing the Phone Channel

The Ongoing Challenge of Phone Support

Even with the growth of chat and email, phone calls remain the default for many customers, accounting for nearly 40% of service requests. And yet, phone support is also the most expensive channel to manage. Traditional IVR (Interactive Voice Response) systems frustrate users. Outsourced call centers add cost but rarely improve outcomes. And behind the scenes, technicians and dispatchers spend up to 10 minutes per call on ticketing and documentation instead of resolving issues.

Those inefficiencies add up to thousands of dollars in wasted labor per technician each month, while valuable insights from phone conversations are lost because they’re never captured or connected back to your systems.

How Voice AI Changes the Game

Thread Voice AI transforms the phone into a channel that finally works for both customers and technicians. It introduces two intelligent agents that can be deployed with any existing phone system on day one.

• The AI Attendant replaces the static IVR with a natural, human-like interaction. It answers calls immediately, identifies the caller, creates the ticket, assigns the technician, and transcribes the conversation, all while performing a warm transfer so the customer never feels stuck talking to a bot.
• The Overflow Agent ensures no call goes to voicemail. When no technician is available, it collects details, categorizes the issue, and escalates urgent problems directly to your on-call team. No more blind after-hours support or expensive outsourcing just to screen for P1s.

Why It Matters

By eliminating the manual overhead of every phone call, Voice AI lets technicians focus entirely on solving problems.

Daily call capacity increases from 8–12 to as many as 14–20 calls per tech, while customers enjoy faster, more seamless support.

For MSPs, that means lower costs, higher margins, and a dramatically improved service experience on the channel that matters most.

Thread Service Intelligence: A Desk That Learns With Every Interaction

The Limits of Traditional Knowledge

Every MSP knows the frustration: service quality depends on which technician happens to pick up. VIPs call in asking for “their person” who knows their setup. Knowledge bases lag behind reality because documenting fixes is time-consuming. And techs burn precious minutes asking customers for basic details about devices, VPNs, or operating systems that should already be known.

The result is inconsistent service, duplicated effort, and an experience that feels reactive instead of proactive.

How Service Intelligence Works

Built on our Magic 3.0 framework, Service Intelligence adds a learning layer across all service channels—chat, email, and phone—so every request makes the desk smarter.

• Memory Agent creates a living memory for every contact. It remembers devices, preferences, and past issues, updating automatically with each interaction. Any technician can pick up the call and deliver service as if they’ve worked with that user for years.
• Knowledge Agent keeps your knowledge base alive by automatically creating and updating articles from real service history and time entries. Every resolved issue becomes reusable knowledge, instantly available to the entire team.

As Thread Chief of Magic Mark Alayev shared during the keynote, “all of that was being transcribed in real time… even if the technician didn’t know the contact, Service Intelligence provided the context to resolve the issue instantly.”

Why It Matters

Service Intelligence takes personalization and speed to a new level. Instead of re-asking basic questions or digging for past notes, technicians get context, suggested resolutions, and customer history at their fingertips. Customers feel known and supported, while your team works more efficiently without repetitive questions and paperwork.

By shifting repetitive, manual tasks to AI, technicians can spend their time on what matters: fixing problems, strengthening relationships, and delivering service that feels both faster and more human.

A Smarter Future for Service Delivery

With Voice AI and Service Intelligence, Thread is closing two of the biggest gaps in the service desk: phone inefficiency and lost knowledge. Calls are now captured and transcribed. Tickets are created and updated automatically. Knowledge is shared across the organization instead of trapped in silos. And every customer benefits from a service experience that feels consistent, personal, and immediate.

For MSPs, these capabilities translate into lower operational costs, higher technician productivity, and stronger client loyalty. For customers, it means faster answers and support that feels like it’s delivered by someone who knows them personally, even if it’s their first call.

Voice AI will be generally available January 1, 2026, with early access programs underway now. Service Intelligence is available today for all Thread AI Pro partners.