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Keypoint research highlights how AI capabilities are reshaping service delivery, efficiency, and customer experience
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Artificial intelligence (AI) is becoming a foundational element of managed print services (MPS) and print device service strategies, driving efficiency, scalability, and improved customer experience. As outlined in Keypoint Intelligence’s latest analysis, the industry is undergoing a transition from isolated AI use cases to more integrated, data-driven service ecosystems.
Faced with an aging technician base and ongoing skills shortages, manufacturers and office equipment resellers are deploying AI to capture and scale institutional knowledge. The result is a shift in the technician role from reactive repair specialist to AI-enabled service professional.
Source: copybox Document Systems
Automation in Action: Streamlining Service Operations
AI is driving increased automation across core service processes, including ticket triage to dispatch optimization and workflow management. However, despite the increasing presence of AI in vendor and reseller service strategies, the market has not yet reached full automation.
Perhaps the most impactful trend is the move from reactive to predictive service models. AI-powered tools can now anticipate device issues before they disrupt end users’ day-to-day operations, reducing downtime. For service providers, this shift represents a fundamental change aimed at preventing problems altogether.
Market Reality Sees Progress, but Not Full Transformation
Despite progress, the industry remains in a transitional phase with significant variation in AI execution across vendors and channel partners. Looking ahead, we expect that the next evolution in print service will be driven by agentic AI with systems capable of not just recommending actions but executing them. The direction is clear as service is moving toward more intelligent, automated, and outcome-driven models.
Keypoint Intelligence Opinion
AI-driven advancements in service are expected to accelerate as vendors race to position themselves as leaders, integrating these technologies into operational tools and workflows. The real differentiator in the next phase will be the ability to operationalize the AI capabilities and fully execute to deliver tangible improvements in uptime, cost efficiency, and customer experience. Equally important is ensuring that AI enhances (rather than diminishes) service quality. The most successful providers will strike a balance, using AI to streamline operations while maintaining accountability, trust, and human oversight where it matters most.
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