Empowering DWS Providers to Scale Profitably in the Age of Agentic AI
The Digital Workplace Services (DWS) market is being redefined.
Enterprise clients expect 24/7 service, instant response, and measurable experience outcomes — but service providers are still fighting shrinking margins, talent shortages, and rising delivery complexity.
Every ticket that requires a human touch eats into margin — with the average service desk ticket costing $20–$35, and complex incidents exceeding $60 (MetricNet / HDI). For large DWS providers managing millions of tickets annually, automation isn't a future goal — it's an economic imperative.
The next generation of DWS leadership will not be defined by the size of the workforce, but by the ability to deliver outcomes without human touch.
Resolve — formerly Espressive — provides the Agentic Resolution Fabric, an intelligent automation platform that enables DWS providers to eliminate manual effort from IT and employee support.
It allows tickets to resolve themselves, freeing engineers to focus on transformation, not triage.
For DWS leaders, this is not about buying another platform — it's about transforming how service is delivered and scaling profitably in an outcome-based economy.
The traditional managed service model — built on ticket volume, agent headcount, and SLAs — no longer scales.
This creates a critical inflection point: Profitability now depends on automation maturity, not labor scale. Gartner estimates that agentic AI will autonomously handle up to 80% of common service issues by 2029. Yet most providers still rely on manual triage, leaving millions in potential margin improvement untapped.
Resolve introduced a new operating model for service delivery — the Agentic Resolution Fabric — purpose-built for DWS providers.
In this model, tickets are no longer "work waiting to be done." They become records of work already completed.
Every employee request and system alert flows through the Agentic Resolution Fabric, intelligently routed to the right agent—with the goal of resolving issues autonomously before they ever require human intervention. The fabric orchestrates seamless handoffs between Knowledge, Automation, and Human Agents, ensuring the fastest path to resolution while minimizing manual touchpoints.
The Agentic Resolution Fabric connects knowledge, automation, and monitoring across every support channel, ensuring that every request — human or machine — is captured, understood, and resolved automatically.
It is powered by four tightly integrated capabilities:
Together, these components eliminate manual handoffs and create a closed-loop ecosystem that continuously learns and improves.
The Agentic Resolution Fabric gives DWS providers the ability to:
Never Touch a Ticket Again Is the Future of Managed Services.
| Challenge | Impact on Providers | How Resolve Solves It |
|---|---|---|
| Shrinking Margins | Manual effort per ticket drives up cost-to-serve. | Resolve automates triage, routing, and resolution — reducing touchpoints and freeing engineers for higher-value work. |
| Talent Scarcity | Building automation expertise internally is costly and slow. Growing service desk teams to handle volume is expensive and unsustainable. | Pre-built automations, guided build (Jarvis), and GenAI models eliminate the need for large technical teams. The Fabric autonomously resolves issues, reducing service desk headcount requirements by up to 70%. |
| Channel Fragmentation | Tickets flow through chat, email, portals, and phone with no unified handling. | RITA, Auto-Pilot, and Voice Capture ensure omnichannel intake and automation. |
| Reactive Service Delivery | Providers only act after incidents occur. | Resolve Actions integrates with monitoring tools to enable self-healing and preventive maintenance. |
| Competitive Pressure | Legacy processes limit innovation in RFPs and renewals. | Providers using Resolve demonstrate measurable automation-led ROI and position themselves as digital transformation leaders. |
*According to Everest Group, service desk agents spend 40–60% of their time on repetitive triage — time that Resolve's Co-Pilot eliminates through guided, GenAI-driven assistance.
By automating 70–90% of repeat tickets, DWS providers can reduce service desk operating costs by up to 60%. MSPs that have adopted automation at scale report up to 35% margin improvement and 40% faster resolution times (ISG).
Automation also shortens onboarding for new customers — enabling faster time to revenue and scalability without linear labor growth.
Resolve automates ticket triage and routing instantly, ensuring tickets are assigned and acted on within seconds.
Providers see up to 50% reduction in Mean Time to Resolution (MTTR) and higher first-contact resolution rates.
In client QBRs and RFPs, Resolve-backed DWS providers can show hard metrics:
This evidence builds trust and drives renewal and expansion.
Resolve's partner model is designed to accelerate DWS providers' success, not compete with it.
Co-branded marketing and proof-of-value content that demonstrates automation ROI.
Prebuilt integrations and automation templates to shorten time to value.
Handle higher ticket volumes across clients without expanding delivery teams.
QBR-driven alignment ensures automation keeps pace with evolving service needs.
By embedding Resolve as their automation backbone, DWS providers transform from reactive outsourcers into autonomous service partners delivering measurable, AI-driven outcomes.
The era where tickets resolve themselves is already here. 'Never Touch a Ticket Again' is not a future ideal — it's the new standard for Digital Workplace Service providers.
Deploy RITA to deflect knowledge and request-based tickets before they reach the service desk.
Empower service desk agents with Co-Pilot to ensure accuracy, consistency, and reduced handle time.
Deploy Auto-Pilot as a virtual agent within your ITSM to automatically take assignment of tickets created through email and portals, resolving them without human intervention.
Leverage Resolve Actions to detect, triage, and remediate alerts and machine-generated tickets before users are impacted.
Unify all channels — chat, email, portal, and voice — into a single automated resolution fabric, delivering measurable ROI for both provider and client.
Security is not an afterthought—it's built into the foundation of the Agentic Resolution Fabric. Resolve inherits Espressive's proven enterprise-grade security controls, ensuring data confidentiality, integrity, and availability for every customer and partner.
Result: DWS providers can confidently deploy automation across clients knowing their data is protected under a verified compliance framework that meets global enterprise and regulatory requirements.
To learn more, visit Espressive Security & Compliance.
Resolve is not just an automation platform — it is the growth engine for the next generation of Digital Workplace Service providers.
The future of DWS belongs to providers who can scale automation faster than they scale people.
Resolve enables that transformation — helping every partner move from reactive support to autonomous service delivery.
With the Agentic Resolution Fabric, DWS leaders can deliver on their clients' promises of speed, uptime, and experience — while expanding margins, accelerating deal velocity, and redefining what it means to manage the digital workplace.
'Never Touch a Ticket Again' isn't a promise — it's the new standard of service excellence. It's how tomorrow's DWS leaders win today.
Partner with Resolve and lead the future of autonomous service delivery