‘AI Will Drive More Automation In Incident Management’

‘AI and machine learning will drive more automation in incident management,’ says Chellasamy Jamburajan, CEO of AlertOps. ‘This means that many mundane tasks, such as closing tickets or turning off servers, will become automated reducing the need for human intervention in repetitive processes.’

With a clear focus on enhancing incident management through technology and partnerships, AlertOps is positioned to become a vital player in the MSP ecosystem.

And the Bloomingdale, Ill.-based vendor is putting its focus on AI to help MSPs.

“AI and machine learning will drive more automation in incident management,” AlertOps CEO Chellasamy Jamburajan told CRN. “This means that many mundane tasks, such as closing tickets or turning off servers, will become automated, reducing the need for human intervention in repetitive processes.”

Today, AlertOps has about 30 employees and 500 MSP partners that makes up about 65 percent of its revenue. Jamburajan declined to disclose its latest revenue figures.

And the CEO aims to expand its partnerships within the channel.

“We’ve had some success, especially after winning the ConnectWise Pitch IT competition in 2022, which put us on the map,” he said.

The Pitch IT competition, held at ConnectWise’s IT Nation conference each fall, is similar to ABC’s hit show “Shark Tank.” Vendors pitch to a panel of judges for the first-place spot and $70,000. The first-place winner also sets up a business plan with ConnectWise to discuss how to best use the funds for their company.

Going forward, Jamburajan plans to double down on AI to further reduce alert noise.

“We’re currently using a rules-based engine, but our goal is to incorporate AI for smarter correlation of alerts,” he said.

CRN spoke with Jamburajan further about AI, partner pain points and his message to partners going into 2025.

What are your partners’ biggest challenges right now, and how is AlertOps helping them address these issues?

Many partners face challenges related to alert fatigue and noise in their systems. They often receive so many alerts that it becomes overwhelming, leading to duplicates and missed critical issues. AlertOps filters these alerts, ensuring they are sent to the right people in real time. Our brand promise is about handling incidents efficiently and resolving issues as quickly as possible while minimizing unnecessary noise.

As CEO, what is your biggest challenge?

The biggest challenge for me is figuring out how to leverage OpenAI to further reduce alert noise. We’re currently using a rules-based engine, but our goal is to incorporate AI for smarter correlation of alerts.

What do you want to see more of in the channel?

We aim to expand our partnerships within the channel. We’ve had some success, especially after winning the ConnectWise Pitch IT competition in 2022, which put us on the map. This year, we’re focusing on building more relationships with resellers and value-added partners.

How do you see emerging technologies like AI impacting the incident management landscape?

AI and machine learning will drive more automation in incident management. This means that many mundane tasks, such as closing tickets or turning off servers, will become automated reducing the need for human intervention in repetitive processes. We’ve implemented multi-model alerting using SMS, email and phone calls to ensure critical alerts reach the right person promptly, even if they are busy with other tasks.

We’re excited about launching a chatbot in Q4 that will utilize OpenAI. This will allow users to query basic information about their alerts in everyday language, making it much easier to navigate our platform.

How does customer feedback influence product development at AlertOps?

Customer feedback is central to our product-led growth strategy. We’ve engaged with thousands of MSPs to understand their needs, which has helped us address existing issues while also identifying areas for enhancement. We position ourselves as a complementary tool rather than a competitor. We’re designed to enhance the existing ecosystem of MSP tools, not to compete with them.

What is your message to partners moving forward?

By 2025, we aim to integrate OpenAI fully into our operations and to have acquired 1,000 customers. Currently, we have over 500 and we’re actively pursuing partnerships to help us reach this goal. My message to partners is this: Stay vigilant about critical alerts and ensure your customers are kept informed. We plan to deliver insights and preemptive warnings that will help MSPs keep their clients happy and maintain effective system performance.

Originally Appeared Here