MSPbots Launches AI Sentiment Analysis App to Help MSPs Proactively Manage Client Satisfaction
Chicago, IL — April 28, 2025– MSPbots, the platform at the intersection of Business Intelligence, automation, and AI for Managed Service Providers, has launched its latest innovation: the AI Sentiment Analysis Application. This new app empowers MSPs to monitor client satisfaction in near real time by analyzing the tone and content of support ticket responses. Built to surface red flags before they escalate, the app gives service teams the insights they need to act faster and reduce churn. Designed by a former MSP CEO and a current MSP owner, the AI Sentiment Analysis App was built with firsthand knowledge of the operational challenges MSPs face. By scanning ticket notes and automatically classifying sentiment as Positive, Negative, or Neutral, the app helps MSPs improve CSAT, respond proactively, and helps reduce client churn that directly impacts recurring revenue.
“When MSPbots launched in 2019, we knew AI would be the transformative force in MSP operations. In just the past two years, that vision has accelerated into reality. One of our earliest AI use cases,proactively detecting negative client sentiment, has already had a measurable impact in reducing churn for our MSP customers. The positive feedback from users validates the direction we’re heading, and we’re just getting started. We’re incredibly excited for what’s next, with even more AI-powered use cases coming to continue reshaping how MSPs operate.” — Daniel Wang, Founder & CEO, MSPbots
The app analyzes ticket notes from ConnectWise and Autotask integrations, offering sentiment classification (positive/neutral/negative) with optional Microsoft Teams alerts for negative sentiments. When write-back is enabled, sentiment data can be sent back and stored in a custom field "Client Sentiment" in the PSA. For clients using our native product, Next Ticket, this sentiment data can be incorporated into ticket prioritization rules. “This release marks the beginning of our AI journey, with many more innovations planned in our upcoming releases. Our focus is on applying AI in meaningful, practical ways to help MSPs improve proactively monitor customer satisfaction, improve efficiency, and drive profitability. The AI Sentiment App is just the first step in a broader effort to bring intelligent, data-driven tools to the MSP space.” — Joy Li, Head of Product,
MSPbots Core capabilities include:
· Near real-time sentiment classification of ticket notes
· AI-driven recommendations for follow-up actions
· Confidence scoring to validate accuracy
· Dashboards to track sentiment trends by client or technician
· Microsoft Teams notifications for immediate awareness
· Full PSA integration with ConnectWise and Autotask
The app is available now as part of the Pro Bundle, with month-to-month pricing and no additional cost. It also includes a 120-day money-back guarantee, making it accessible for MSPs with tight budgets or lean service teams.
“It’s been incredibly helpful in bringing my attention to things that need immediate focus,” said Nate Padilla, Help Desk Manager at SystemGo IT. “The accuracy has been spot on for the most part, which is great to see.”
About MSPbots
MSPbots is redefining how MSPs operate by delivering purpose-built solutions in Business Intelligence, Automation, and AI. From dashboards and micro-training bots to AI-powered sentiment tracking and analytics, MSPbots continues to innovate by building smart apps that are easy to adopt and designed to solve the day-to-day challenges MSPs face.
To learn more or schedule a demo of the AI Sentiment App, visit https://www.mspbots.ai/ai-ticket-sentiment-analysis
Media Contact: Rachael Chipman Head of Marketing, MSPbots rachael.chipman@mspbots.ai 813-777-9091
