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AI Autopilot vs hiring another technician
The decision depends on the work you cannot get to today: hands-on support, judgement, customer communication or a repeatable task that might be automated.
Our initial launch focus
Agreed ticket types, resolved end to end with your technician's approval.
A technician adds human capacity and judgement. A supervised automation pilot can test whether a bounded task needs less manual effort. Measure that effort before changing staffing assumptions.
Our shape
What “five service-desk agents” means
The operating model describes five service-desk stages. This illustration explains the broader lifecycle; your launch pilot remains limited to the supervised workflow agreed with your team.
Supervised flow ↓
Concierge
Response drafted, missing detail collected
Triage
Ticket type and priority suggested
Dispatch
Technician assignment recommended
Resolution
Plan prepared for human approval
Watchdog
SLA clock watched, breach risk flagged
One ticket · Five channels · No new console
Every action requires human approval at the fleet's current level.
Credit where due
What to consider about Hiring another technician
- A technician can handle on-site work, customer relationships and unfamiliar situations that require judgement.
- You can redirect a person's time between support, projects and other responsibilities.
- If supervision and exception handling already consume the team's capacity, additional human coverage may be the immediate need.
The difference
What to consider about Claudia
- Claudia is invite-only for a limited supervised launch. Starting with Autotask + Datto RMM and ConnectWise PSA + ConnectWise Automate. Claudia’s AI agents resolve tickets end to end: they ask the right questions, get your technician’s approval, fix the problem, document it and close the ticket.
- A bounded pilot lets you examine one task while technicians retain responsibility for the outcome.
- The ROI calculator uses your entered workload and cost assumptions. It is a planning scenario, not a measured staffing reduction.
Explore the supervised workflow on how it works, and the arithmetic is yours to run on the ROI calculator.
Your evaluation
Questions to take into a demo
- Which tasks consume time, and how much was measured rather than estimated?
- What supervision, review and exception work remains after automation?
- Does the observed capacity gain justify the subscription and operating effort?
The whitepaper · 10 pages · PDF
Resolution readiness: a denominator for "our AI resolves X% of tickets"
Every vendor claims a resolution rate. This is what a denominator for one looks like.
Asked directly
The question behind this page
Should we use modeled coverage to plan a headcount reduction?
No. Up to 72% is an owner-set modeled coverage ceiling, not a measured customer resolution rate. The operating model counts ticket types, not ticket frequency or successful executions. Each launch workflow is scoped and supervised with your team. Ask for a demonstration on the stack and task you intend to use. Measure technician effort, exceptions and actual task outcomes in your own environment before making a staffing decision.
The list · 26 pages · PDF
The 10 ticket types that cost an MSP the most
The ten ticket types that cost your desk the most, with the lever for each.
Want to take Claudia for a spin in your IT environment?
Claudia is invite-only for a limited supervised launch. Invited MSPs receive a 30-day free trial in an agreed test or pilot environment — no card, and no onboarding fee. Scope is confirmed before access.