Reimagining ITES in the Age of Agentic AI

How AI Agents Like MIA Are Redefining Outsourced IT & Support Services

Introduction: The ITES Shift Has Already Begun

The IT Enabled Services (ITES) landscape is evolving at lightning speed. From call centers to back-office automation, organizations have long relied on outsourcing to reduce costs and scale operations. But a new wave of intelligent automation is redefining what outsourcing can do — thanks to Agentic AI.

According to McKinsey, up to 70% of repetitive IT tasks can be automated by AI by 2030. And Gartner predicts that by 2026, 70% of customer service interactions will be handled by AI agents.

At the forefront of this transformation is MIA – My Intelligent Assistant, Softqube’s no-code Agentic AI platform. MIA isn’t just another chatbot — it’s your first digital employee who listens, learns, and delivers.

What Is Agentic AI and Why Does It Matter?

Unlike traditional automation tools or rule-based chatbots, Agentic AI is designed to think, plan, and act independently. It behaves like a real assistant with:

• Autonomy to take actions
• Memory to learn over time
• Reasoning to make decisions
• Context-awareness to personalize support

With platforms like MIA, businesses can now deploy AI Agents for real-time helpdesk, IT ticketing, onboarding, reporting, and more — without writing a single line of code.

Meet MIA: Softqube’s No-Code Digital Workforce

MIA is not just a tool; it’s a fully functional Digital Workforce Framework built for scale. Here’s how:

Key Features:

• Drag-and-drop Agent Builder
• Built-in NLP, RPA, and LLM support
• Integration with CRM, ERP, ITSM platforms
• 24/7 availability across voice, chat, and API
• Scalable for IT, HR, Finance, and CX operations

Common Use Cases:

• Level 1 IT Support Agent
• Knowledge Base Navigator
• First Line HR Assistant
• Automated Ticket Triage and Escalation
• SLA Monitoring & Reporting Bots

MIA vs Traditional Chatbots – What’s the Difference?

The Business Value of Agentic AI for ITES Providers

Here’s why more BPOs, managed service providers, and global delivery centers are turning to AI agents:

• Reduce TAT by up to 60% for L1 support issues
• Cut labor costs by 35-50% while increasing 24/7 coverage
• Eliminate human errors in repetitive IT and support tasks
• Scale globally without increasing headcount
• Boost CX with real-time multilingual AI engagement

Conclusion: Don’t Just Outsource — Outthink with Agentic AI

Outsourcing was about cost. Agentic AI is about capability.

If you’re still relying on human-only support for high-volume, repetitive tasks — you’re not scaling, you’re stalling.

With MIA, Softqube empowers ITES providers to deliver faster, smarter, and more efficient services — with zero-code deployment.

Explore MIA today and experience the AI Workforce of tomorrow.

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