When it comes to managed services, time is a precious resource. Every minute saved can significantly impact productivity, client satisfaction, and overall business performance. At Nine Minds, we understand this critical need, and our ticket-summarizing AI tool, Alga, is designed to quickly give MSP technicians the information they need from their tickets, allowing them to focus on what truly matters.
In a recent experiment, we set out to quantify just how much time Alga can save MSP technicians. We timed and filmed a video with two individuals, each tasked with summarizing the same help desk support ticket. One person used Alga - they downloaded the extension and it popped up with a ticket summary right on their PSA platform - while the other person didn’t use Alga. The results were astounding. Watch the full video here.
The Experiment
Participants: Person A: Summarized the ticket without any AI assistance. Person B: Utilized Alga to summarize the ticket.
Task: Summarize a typical support ticket (Each participant was given the same ticket).
Results: Person A (not using Alga): Completed the task in 1 minute and 26.73 seconds. Person B (using Alga): Took 22.85 seconds to complete the same task.
The difference in time taken was a striking 63.88 seconds.
The Impact When we extrapolate these results, the potential time savings become even more significant. Let's break it down: Time saved per ticket: 63.88 seconds. Assuming an MSP agent handles 15 tickets per day: 63.88 seconds * 75 tickets per week = 4,791 seconds saved per week. Time saved per week: That’s 79.85 minutes saved per week per technician. Hours saved per month: That’s over 5 hours (319.4 minutes) of saved time each month per technician, simply by integrating Alga into their workflow.
Why It Matters Better Productivity: With about an extra 5 hours per month, technicians can address more tickets, tackle more complex issues, or even engage in professional development activities. Higher Customer Satisfaction: Faster ticket resolution means happier clients. Reduced wait times and quicker solutions improve the overall customer experience. Cost Efficiency: Time is money. The more efficiently your team operates, the more cost-effective your services become. This can translate to lower operational costs and higher profit margins. Employee Satisfaction: Reducing repetitive and time-consuming tasks can lead to higher job satisfaction among technicians. It allows them to focus on more engaging and rewarding aspects of their job.
The experiment clearly demonstrates the substantial time savings that Alga offers to MSP technicians. By shaving off precious seconds from each task, Alga significantly increases possible productivity for MSPs. Imagine the cumulative impact across your entire team and over extended periods.
At Nine Minds, we empower MSPs with tools that make a tangible difference. Our AI is designed not only to save time but also to enhance the quality of work and service delivery.
Download Alga here.
