Discover How Shift AI Transforms SaaS Interactions
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IT Service & Support Management
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Kai
Tier 1 IT Support Agent
KAI is an AI-powered Tier 1 customer support agent designed to deliver fast, consistent, and scalable support around the clock. It intelligently handles routine queries, seamlessly logs all interactions in HubSpot, and ensures smooth escalation of complex issues to the right teams—so your business never misses a beat.
I can’t log into Microsoft Teams—can you help reset my password?
Why can’t I access my AWS WorkSpace today?
My Genesys softphone isn’t connecting—what should I do?
The internet’s out and the modem lights are blinking—can you troubleshoot our business nbn connection?
Integrates with
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Frequently Asked Questions
Does the Demo include all features?
The live demo highlights core features. For advanced functionality, schedule a personalized walkthrough.
Is this the same assistant that I will get for my MSP?
This is a sample version showcasing core capabilities. Your assistant would be customised to your brand voice, business hours, services, and integrations.
How do I get a customized version for my MSP?
Click “Book a Demo” or “Talk to Our Team” to schedule a free consultation. We'll show you how we can personalize the assistant for your specific needs.
What makes Shift AI Agents for MSPs different from standard IT support automation?
Shift AI Agents for MSPs are designed for multi-client environments, not single organisations. They understand tenant-level context, client-specific SLAs, and service agreements—ensuring every interaction aligns with the right client, priority, and workflow.
Can Shift AI Agents for MSPs handle support across multiple client environments?
Yes. Shift AI Agents for MSPs can manage requests across multiple clients simultaneously, maintaining strict separation of data, workflows, and SLAs while ensuring each client receives tailored support.
How do Shift AI Agents for MSPs improve ticket deflection and service desk efficiency?
Shift AI Agents for MSPs resolve repetitive Tier 1 queries instantly—such as password resets, access requests, and common troubleshooting—significantly increasing ticket deflection rates and reducing service desk load.
Can Shift AI Agents for MSPs integrate with PSA and RMM tools?
Yes. Shift AI Agents for MSPs integrate with leading tools like ConnectWise Manage, Autotask PSA, and NinjaOne, enabling automated ticket creation, updates, and workflow execution across your existing stack.
How do Shift AI Agents for MSPs ensure SLA adherence across clients?
Shift AI Agents for MSPs automatically classify, prioritise, and route tickets based on client-specific SLAs, ensuring faster response times and reducing the risk of SLA breaches.
Can Shift AI Agents for MSPs support after-hours and 24/7 service delivery?
Yes. Shift AI Agents for MSPs operate 24/7 across chat, email, and voice, ensuring your clients receive consistent support coverage without increasing headcount or costs.
Do Shift AI Agents for MSPs replace service desk engineers?
No. Shift AI Agents for MSPs augment your team by handling high-volume, repetitive requests, allowing engineers to focus on escalations, infrastructure, and high-value client work.
Can Shift AI Agents for MSPs improve profitability and cost per ticket?
Absolutely. By automating Tier 1 support and reducing manual effort, Shift AI Agents for MSPs lower cost per ticket, improve utilisation of senior engineers, and help increase overall service margins.
How do Shift AI Agents for MSPs handle security and client data isolation?
Shift AI Agents for MSPs enforce strict data segregation between clients, along with role-based access controls and audit logs—ensuring secure handling of sensitive client environments.
What happens when the Shift AI Agent for MSPs cannot resolve a request?
When a Shift AI Agent for MSPs cannot resolve a request, it escalates the issue to the appropriate engineer with full context, logs, and client-specific details—ensuring faster resolution without repeated back-and-forth.