Improve your own operations
Use Malakai across inbound support, new business enquiries, customer follow-up, appointments and routine communications.
AI Voice for MSPs & IT Service Providers
AI Voice Agents for MSPs That Turn Conversations into Action
Handle more support and sales calls. Reduce interruptions to technical teams. Connect conversations to your systems. And create a new AI voice service for your clients.
Malakai gives Managed Service Providers and IT service providers an intelligent voice layer across customer conversations.
Use AI voice agents to answer inbound calls, capture and triage support issues, qualify opportunities, book appointments, take payments, trigger follow-up and update the systems your team already works in.
And when you are ready to take AI voice to your own customers, Malakai can become part of your service portfolio through our reseller model.
Every conversation becomes action.
Incoming callLive
“I can’t access our company email.”
- Customer identified
- Issue captured
- Priority assessed
- Ticket created
- Engineer notified
Actioned
Interruption is the real cost
Your engineers shouldn’t have to stop working every time the phone rings
MSPs operate in an interruption-heavy environment.
Support calls arrive while engineers are solving other problems. New business enquiries need attention. Customers call for updates. Appointments need arranging. Missed calls need following up. Routine questions compete with technical work for the team’s attention.
Malakai helps put a responsive AI front line between the conversation and the people who need to act on it.
It can understand why someone is calling, gather the information your team needs and determine what should happen next.
- 01
Answer
- 02
Understand
- 03
Triage
- 04
Act
- 05
Update
- 06
Escalate
Your technical team gets involved when their expertise is actually needed.
Three ways MSPs use Malakai
One AI voice platform. Three opportunities for MSPs.
Connect conversations to your MSP systems
Turn what happens on the phone into structured tickets, CRM updates, tasks, bookings, notifications and follow-up actions.
Offer AI voice to your clients
Extend your managed services portfolio with AI voice agents that can be configured around your clients' businesses, systems and workflows.
Malakai’s defined Reseller service model specifically allows MSPs and other partners to provide Malakai’s voice technology to their own clients as part of their existing services.
What happens when the phone rings?
AI call handling built around how MSPs actually work.
Malakai can act as the first point of contact for inbound support enquiries, including out-of-hours calls.
Instead of simply taking a message, the AI voice agent can gather the information needed to determine what should happen next. It can capture the caller’s details, identify the issue, ask relevant questions, establish urgency and either resolve an approved routine enquiry or route the request onward.
Where human expertise is required, Malakai can escalate the conversation with the context already captured.
Incoming call
Acme Manufacturing
A short illustration of how a support call can become a structured action.
- 01 Listen
“Our internet keeps dropping and we have a client presentation in 20 minutes.”
- 02 Understand
Issue: Connectivity
Urgency: High
Customer: Existing client
- 03 Act
Support ticket created
Priority: High
Network team notified
- 04 Escalate
Transferring to Support
The result: fewer unnecessary interruptions and better information when your technical team does need to step in.
The call isn’t the workflow. It’s the start of it.
From conversation to completed action.
A customer calls because something isn’t working. Depending on the MSP’s systems and implementation, the conversation can become a structured workflow rather than stopping at “Thanks. Someone will call you back.”
Call
A customer or prospect speaks with Malakai.
Understand
Malakai identifies intent and gathers the relevant information.
Decide
The configured workflow determines the appropriate next step.
Act
Book. Transfer. Send. Collect. Create. Update. Escalate.
Sync
Write the outcome back to the relevant business system.
Follow up
Trigger the next action automatically.
Customer calls → Malakai identifies the customer → understands the issue → captures the information → determines urgency → creates the ticket → routes the right team → confirms the next step → records the outcome.
Give routine conversations somewhere productive to go
Automate more than support calls.
Malakai can support conversations across the MSP customer lifecycle. Choose what you want it to handle first.
Inbound support
Capture the issue, collect information, answer approved FAQs, route urgent requests and create the next action.
- 01
Call
- 02
Triage
- 03
Ticket
- 04
Escalation
Connect to your stack
Connect Malakai to the systems your MSP depends on.
Malakai can be configured to connect voice interactions with the systems and workflows already running your business. Select a system to see what the conversation becomes.
Malakai
PSA / service desk
- 01Conversation
- 02Issue captured
- 03Ticket created
- 04Team assigned
For specialised MSP platforms or proprietary systems, Malakai can work with your team to assess and build the appropriate integration.
Before and after
Show the operational difference, not a productivity claim.
- 01
Phone rings. Engineer stops work.
- 02
Takes call.
- 03
Writes notes.
- 04
Creates ticket.
- 05
Sends email.
- 06
Sets reminder.
- 07
Returns to original task.
Less interruption. More structured action.
Give every conversation context
AI voice that knows what your systems already know.
A useful MSP voice agent shouldn’t treat every caller like a stranger.
Malakai can use available customer, CRM and campaign information to make conversations more relevant. Depending on the integration, that could include:
Customer or company nameAccount informationPrevious conversation outcomeService enquiryLead sourceScheduled callbackExisting opportunity dataOther approved contextual information
The agent can then use that context during the conversation and write the outcome back afterwards.
Follow up without another manual calling list
Automate outbound conversations too.
Malakai can also support structured outbound activity. Use AI voice for:
- Missed-call follow-up
- New business qualification
- Dormant lead reactivation
- Appointment confirmation
- Requested callbacks
- Renewal reminders
- Customer onboarding
- Post-service follow-up
Callbacks can be scheduled for a requested date and time, unanswered calls can be retried according to configured rules, and previous conversation outcomes can provide context for the next interaction. Where appropriate, voice can also work alongside SMS, email and WhatsApp rather than operating as an isolated channel.
Human when it matters
Let AI handle the routine. Bring people in when they matter.
Automation shouldn’t mean trapping customers inside automation.
When Malakai identifies that a conversation requires human expertise, it can route or transfer the interaction to the appropriate person. The receiving team can be given the context already captured, helping avoid the frustrating “Can you explain the problem again?”
Transferring to Technical Support
- Customer
- Acme Ltd
- Issue
- Connectivity
- Priority
- High
- Summary
- Internet intermittently dropping before client presentation.
Context travelling with the call.
And then there’s the bigger opportunity
Don’t Just Use AI Voice.Offer It...
Help your clients solve common communication challenges with AI voice — without building the technology yourself.
Your clients’ challenges
- Missed calls
- Repetitive enquiries
- Slow follow-up
- Manual admin
Malakai
Reseller platform
AI voice solutions you can offer
- AI receptionists
- AI support front lines
- AI lead qualification
- AI appointment booking
- AI outbound campaigns
- AI follow-up automation
Why Malakai for MSPs?
Voice connected to the work that happens next.
Malakai isn’t designed simply to answer a phone call and produce a transcript. Its value comes from connecting the conversation to the systems, workflows and people responsible for the next action.
Conversation-to-action automation
Turn calls into bookings, tickets, follow-ups, updates and escalations.
System-connected
Connect voice into CRM, operational and client systems rather than creating another isolated tool.
Human when it matters
Escalate conversations when technical expertise or human judgement is required.
Inbound + outbound
Use the same voice capability across customer service, support, sales and follow-up.
Flexible delivery
Malakai's service model spans Self-Service, Assisted and Fully Managed implementation, alongside Reseller delivery.
Built for expansion
Start by solving an internal communication problem. Then take AI voice to your customer base.
Common questions
AI voice for MSPs, answered.
An AI voice agent can answer and make phone calls on behalf of an MSP, capture customer information, triage enquiries, book appointments, trigger workflows, update connected systems and escalate conversations to a person when required.
Start with one conversation that shouldn’t require your team
You don’t need to automate everything at once. Start with a clear use case — inbound support triage, after-hours answering, lead qualification, appointment booking or follow-up — connect Malakai to the systems required to complete the workflow, and expand from there.
Handle more conversations. Interrupt your technical team less. Turn calls into actions. And create an AI service your clients can use too.