Your Clients Are Speaking. Are You Listening?
How MSPbots’ AI Sentiment Analysis Application Helps MSPs Prevent Churn and Improve CSAT
In the competitive landscape of Managed Service Providers, understanding how clients feel is just as important as resolving tickets on time. Traditional metrics like resolution times and CSAT surveys offer insights, but they often miss the early warning signs of dissatisfaction.
That’s where the AI Sentiment Analysis Application from MSPbots comes in, a newly launched revolutionary solution built specifically for MSPs to turn support ticket data into actionable emotional insights.
Read the official press release
What Is the AI Sentiment Analysis Application?
The AI Sentiment Analysis App uses Generative AI and Large Language Models (LLMs) to evaluate the tone and intent of client responses in support tickets. Built by and for MSP owners, it classifies every ticket note as Positive, Neutral, or Negative, empowering service teams to proactively address issues before they escalate.
Why MSPs Are Calling This a Game Changer
1. Sentiment Classification Visualized in Smart Dashboards
Automated categorization of every ticket note as Positive, Negative, or Neutral. Track sentiment over time by customer, team, or ticket type.
2. AI-Suggested Next Actions
Each entry includes a recommended follow-up action to improve client satisfaction—whether it’s escalating the ticket, assigning a senior tech, or prompting outreach.
3. Confidence Scoring
Know how reliable each sentiment classification is with a confidence score from 0–100.
4. Optional Microsoft Teams Alerts
Get notified in near real-time when a ticket is flagged as negative, so you can act fast.
5. Full PSA Integration
Works seamlessly with ConnectWise Manage and Autotask. Write sentiment data directly into your PSA or feed it into Next Ticket, MSPbots' native dispatcher, to influence prioritization.
Why It Matters
Adding emotional intelligence to your service process helps your team shift from reactive to proactive support. Here's what early users have seen:
- 50%+ faster resolution time for tickets with flagged negative sentiment
- 80% reduction in manual ticket review time when using sentiment dashboards and bots
- Up to 18% decrease in churn for MSPs that proactively addressed flagged sentiment
“Before this, we were purely reactive—waiting for complaints through phone calls, text messages, or ticket notes. Now we’re proactively approaching issues before they become severe.”
— Karl, Service Delivery Lead, 7Tech
Ready to Transform Client Experience?
The AI Sentiment Analysis App is now available at no additional cost as part of the MSPbots Pro Bundle. With month-to-month pricing and a 120-day money-back guarantee, it’s easy to get started.
Book a demo to see it in action.
