By Doug Green
“We’re not just building an AI MSP. We’re building an AI-native MSP.”
In this special Technology Reseller News and Cloud Communications Alliance podcast, Byron Young, Chief Product Officer and General Manager of XTAI at XTIUM, discusses how the company is building AI directly into the managed services model.
XTIUM is a full-stack MSP with services spanning voice, cloud, networking, security, professional services and AI. The company also licenses some of its internally developed platforms to carriers and other service providers.
Young says the distinction between simply offering AI and becoming AI-native is important.
XTIUM has created a dedicated AI business unit and built its own XTI platform to manage AI agents, orchestration, governance, security and token usage.
The company’s XTI Orchestrator is designed to give enterprises a single governance layer across both XTIUM-built agents and third-party AI platforms.
That includes controls around security, compliance, data access, personally identifiable information and AI spending.
“AI has to be something the CFO, the CISO and the auditors can all agree on,” Young says.
Voice becomes a major AI use case
One of XTIUM’s biggest areas of focus is XTI Voice.
Young says the platform can use AI to handle many of the interactions traditionally performed by contact center agents, including appointment scheduling, product questions and other customer service tasks.
One XTIUM customer handles more than one million calls per month across roughly 1,500 retail locations.
The goal is not necessarily to eliminate the human workforce, but to allow AI to handle routine interactions while employees focus on more complex situations.
The AI can operate 24/7, support dozens of languages and connect directly with customer databases and business systems through APIs.
Young says that creates a straightforward business case: lower operating costs while potentially improving customer experience and response times.
Another advantage of the XTI approach is consistency.
The same AI agents and models can support voice, chat, email and other channels, helping ensure that customers receive consistent information regardless of how they interact with the business.
For MSPs, Young believes AI will increasingly separate providers that simply resell technology from those capable of delivering integrated, governed automation.
“The bar for what qualifies as an AI MSP is going to get much higher,” Young says.
Visit XTIUM.com to learn more.