partner can sell into the IT department a high-value solution— for example, a high-value solution like restructuring the way that software engineers work or improving the way that IT help desks work. Because today, we have companies deploying our solution to automate things like password resets, etc. So one [opportunity is that] you can sell more in the IT department. Secondly, you can sell in every customer-facing department. Marketing, sales and services is a big area of innovation us- ing generative AI. Every bank is rethinking how they serve customers. Telecommunications companies are rethinking their call centers. Hospitals are thinking about how they redo scheduling. All of that is using generative AI. So it’s an opportunity for partners to sell outside IT to those functions. Third, many CEOs see this as a way to make their compa- nies more streamlined. Take as an example the work we’ve done at Vodafone. Using our AI, they’re able to find all the contracts that they have with thousands and thousands of suppliers with the terms, conditions, etc. so they can be much more efficient in their supply chain. These are back- office opportunities. So we’re creating opportunity in every function in the back office: ‘How do you buy things? How do you work with suppliers? What’s your contract exposure? What’s your accounts payable?’ So it’s a brand new part of the company where systems integrators, solution partners and independent software vendors can sell. How large are the opportunities for AI MSPs in terms of scale? These are not projects where you get in and get out. Because as the models evolve and get more capable, and the customer succeeds in one domain, they’re likely to say, ‘Wow, you automated my IT help desk.Why don’t you come and help me look at my HR help desk?’ HR help desk is the place that people go to ask for benefits, information, medical insurance, all of these things. So there is a lot of potential business opportunity.And it’s the one time where we have seen that technology decisions are being done in the IT department, but also outside the IT department in every business line in these companies. It’s happening at small businesses because small businesses also want to get the benefit. They don’t have the IT exper- tise. That’s where they need somebody who can just do it as a managed service. Larger businesses see the potential to change the business model in a real way. So across from small to large, we see tons of interest. It’s the one time where we’ve seen the demand emerging globally.
It’s not just happening in the United States, it’s happening virtually in every country around the world.
How are you enabling partners to become AI MSPs? We’re enabling partners in a number of different ways. The first is training them. For example, we’re training them not just on the products, but what are all the customer use cases that are coming in? So [then] they can start thinking of solution packages that they can put together. Second, we’re investing in demand generation and lead generation for them. We have so much interest in our AI products that we are running events to teach people about AI. People come to our AI events, then we give the leads to the partners. So it’s not just [that] they got trained and they have access to the latest models and have access to the solutions people are demanding but now they are being given a customer lead. Third, we’re enabling them with specialized support from our technical experts. So they need support when they’re engaged on a project and they’re like, ‘Hey, I’m seeing this. Am I doing it right?’ We have technical experts who can engage with them on that. We’re doing this not just with consultancies, but with independent software vendors.You’ve seen our announcements with Workday, Salesforce, UKG, DocuSign—there’s a long list of ISVs. So why are we doing it with the independent software vendors? So when people work with their products, the models work naturally as part of the product. You don’t have to leave it to use a model. It’s integrated into your experience. For example, people want to use our Google Workspace productivity tool with Salesforce. We showed them how they can do it.As an example, I’m in Workspace and I write a sales proposal. I’m using AI to write that sales proposal. If it’s an early stage opportunity, you want to write with one set of information. If you’re writing a closing letter because you’re almost done with closing the deal, you would write differently. Now the information about that opportunity sits in Salesforce. So we’ve integrated our AI tools with Salesforce, so that when you’re writing in Workspace you can literally just access information from Salesforce. And the model can use that information to write intelligently. Enabling system integrators, ISVs and making substantial investments to drive the ecosystem and investing in them so they can help build the business with us helps our customers and users have access to these types of great resources.
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