7 Must-Have Service Inquiry Chats for IT Support Services (MSPs)

Eesel.ai offers a suite of AI‑powered tools that help businesses automate frontline support, internal knowledge sharing, and content creation. Its AI chatbot product can be embedded directly into a website, providing instant answers to visitors and routing complex queries to human agents. The platform also offers an AI copilot that drafts replies for support staff, an AI triage system that tags tickets, and an AI email writer that auto‑generates email and ticket drafts. Integration capabilities are robust, with support for over 100 apps—including Zendesk, Freshdesk, Confluence, Google Docs, Slack, and Shopify—making it a versatile choice for MSPs that rely on a mix of ticketing, collaboration, and e‑commerce tools. Eesel.ai’s key strengths lie in its modular product lineup. Users can pick the specific AI widget that fits their use‑case—whether it’s public chatbot, internal chat, or email assistance—without having to manage multiple platforms. The platform’s focus on data privacy and compliance is evident through its GDPR‑compliant architecture and the ability to host data on-premises. Pricing is not publicly listed; customers are encouraged to contact the sales team for a custom quote based on the number of agents, message volume, and integration needs. While Eesel.ai is powerful, it is primarily a SaaS offering; there is no open‑source code or self‑hosted option. The platform’s advanced AI features require a subscription, and the user interface, while intuitive, can feel limited for teams that need deep customisation beyond the available modules.

Rasa is an open‑source conversational AI framework that empowers developers and enterprises to build, deploy, and manage highly customisable chatbots. The core of Rasa is its natural language understanding (NLU) engine, which can be trained on user intents and entities, and its dialogue management system, where developers can define stories and rules to guide conversations. Rasa offers Rasa X for conversational data annotation and iterative improvement, while Rasa Pro and Rasa Studio provide enterprise‑grade support, governance, and monitoring. One of Rasa’s most compelling features is its local, on‑premises deployment capability, giving MSPs full control over data privacy and compliance—a critical requirement for many regulated industries. Rasa’s modular architecture allows deep integration with existing ticketing, CRM, and workflow systems via custom action runners and webhooks. It supports multi‑channel deployment, enabling chatbots to run on websites, Slack, Microsoft Teams, Facebook Messenger, and more. The platform’s flexibility also extends to multilingual support, which can be added by training the NLU model on additional language data. Pricing is tiered: the core engine is free and open source, while Rasa Pro and Rasa Studio are subscription‑based, with plans starting at $1,000/month for small teams and scaling up for enterprise needs. Rasa’s community offers extensive documentation and a vibrant community forum, making it easier for MSPs to onboard and maintain bots.

Stack‑AI is a cloud‑based platform that simplifies the creation of AI applications through a library of templates, plug‑in integrations, and a visual builder. The platform targets developers, data scientists, and business users who want to prototype and deploy AI solutions quickly. Stack‑AI offers a curated list of AI models, ranging from natural language processing to computer vision, which can be dropped into applications via API calls or the visual interface. Integration with popular data sources and enterprise services (e.g., Salesforce, Azure, AWS) is facilitated through pre‑built connectors. Security and compliance are core focuses; Stack‑AI employs role‑based access control, data encryption at rest and in transit, and audit logging. The platform’s modular architecture allows users to stack multiple AI models—hence the name—creating composite AI workflows that can be fine‑tuned and monitored. While the platform is not a dedicated chatbot builder, its capabilities make it suitable for building conversational agents that can be embedded into websites or internal tools. Stack‑AI’s pricing model is tiered: a free tier provides access to a limited set of models and API calls, while paid tiers unlock higher usage limits and enterprise features. Exact pricing details are available on request, but typical usage costs range from $50/month for small teams to several thousand dollars for high‑volume deployments.

OpenAI’s ChatGPT API gives developers direct access to state‑of‑the‑art language models, including GPT‑4 and GPT‑4‑Turbo. The API supports both text‑only and multimodal inputs (images) and can be used to build chatbots, virtual assistants, and knowledge‑base agents. Key features include fine‑tuning for domain‑specific knowledge, custom instructions for consistent behavior, and safety mitigations. The API can be integrated into any platform—websites, mobile apps, or internal tools—and can be paired with existing ticketing or ITSM systems via webhooks. For MSPs, the ChatGPT API offers the flexibility to create highly sophisticated, context‑aware support bots without being tied to a pre‑built platform. The API’s paid tier is usage‑based: $0.01 per 1,000 tokens for GPT‑3.5, $0.03 for GPT‑4, and $0.06 for GPT‑4‑Turbo. OpenAI also provides a free tier with limited calls, making it accessible for MVPs. The platform’s open‑source SDKs and extensive documentation lower the barrier to entry, while the large ecosystem of third‑party integrations (e.g., Zapier, Power Automate) expands deployment options. However, building a robust chatbot with the API requires development resources, and there is no out‑of‑the‑box visual editor or knowledge‑base management—these must be built by the MSP or a partner.

Worksent is a white‑label Managed Services Provider (MSP) platform that offers a full suite of NOC, helpdesk, and security operations services. The platform’s core value lies in its ability to deliver end‑to‑end IT support, including monitoring, ticketing, and incident management. While Worksent’s primary focus is on infrastructure and operational support rather than conversational AI, the platform’s modular architecture allows MSPs to integrate third‑party chatbot solutions for automated ticket triage and customer self‑service. Clients can embed chat widgets on their portals to provide instant answers to common questions, leveraging pre‑built knowledge bases and routing logic. Worksent’s integration ecosystem includes popular ticketing systems such as ServiceNow, Zendesk, and Jira, as well as monitoring tools like Nagios and Zabbix. The platform also offers a mobile app for on‑the‑go incident reporting and real‑time alerts. Pricing is not publicly listed; customers are encouraged to contact Worksent’s sales team for a customized quote based on service scope, number of users, and required SLAs. MSPs that already use Worksent for core IT operations may find its chatbot‑integration capability a convenient way to close the loop between self‑service and ticket escalation, though the platform’s chatbot features are not as advanced or turnkey as dedicated AI chatbot platforms.

Microsoft Power Virtual Agents is a no‑code chatbot builder that is part of the Microsoft Power Platform. It allows users to create chatbots that can be embedded on websites, Teams, or other channels without writing code. The platform leverages Azure’s cognitive services for natural language understanding and can be connected to Power Automate flows to trigger business actions such as ticket creation, data lookup, or approvals. Power Virtual Agents offers a visual conversation designer that guides users through topic creation, intent detection, and branching logic. For MSPs, Power Virtual Agents integrates seamlessly with Microsoft Dynamics 365, SharePoint, and other Office 365 services, enabling bots to pull data from CRM or knowledge bases. The platform also supports multilingual bots and provides analytics dashboards for monitoring performance. Licensing is tiered: a free trial is available, and paid plans start at $1,000 per bot per year, with additional costs for premium data connectors and custom domains. While Power Virtual Agents is powerful, it is heavily tied to the Microsoft ecosystem, which may limit flexibility for MSPs that rely on non‑Microsoft stack. Customization beyond the visual designer can be challenging, and advanced AI features such as custom knowledge‑graph integration are not native to the platform.