PARTNER WEBINAR: PIA

AI is transforming how Managed Service Providers (MSPs) operate their service desks — but how well does it actually perform when it comes to ticket triage and classification?

To find out, we ran an experiment: we fed 50,000 real-world MSP service desk tickets into ChatGPT to see how accurately it could categorize them. The results were both fascinating and frustrating.

Join David Schwartz, CEO at Pia, and Tim Woehle, Senior Account Executive and TAG Community Liaison at Pia, as they unpack what we learned from the experiment — including where general-purpose AI tools struggle in real service desk environments, why classification errors matter more than most MSPs realize, and what this reveals about the hidden cost of bad ticket triage.

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