In the ever-evolving landscape of managed services and enterprise support, bluesource has taken a bold step forward with the launch of MOSES—the Machine Optimised Support Enhancement System. But MOSES is more than just a clever acronym. It’s a people-first AI companion designed to amplify not replace our support teams.
Why MOSES?
The name MOSES was chosen in memory of a former team member, symbolising wisdom, guidance, and transformation. As Nick Jaggers, Head of Operations suggested, it reflects our commitment to honouring legacy while embracing innovation.
What MOSES Does
MOSES is embedded across our support ecosystem, quietly working behind the scenes to:
- Reduce mean-time-to-resolution for service tickets without compromising customer experience.
- Unlock insights from client environments to enhance service delivery.
- Empower analysts with AI-assisted workflows that reduce errors and boost efficiency.
- Disseminate knowledge across teams, onboarding new analysts faster and guiding staff with structured protocols.
As Viam Mercer, Chief Technology Officer, puts it:
“Accelerating our AI journey with MOSES is a game-changer for bluesource and our clients. This technology unlocks the full potential of our organisational knowledge while continuously enhancing how we deliver support.”
People-First AI
Unlike traditional automation tools, MOSES is built around a people-centric model. It doesn’t replace human agents, it supports them. Analysts remain the first point of contact, with MOSES providing real-time guidance, surfacing relevant documentation, and suggesting escalation paths when needed.
Security and Trust
MOSES ensures that all data remains within bluesource’s secure digital perimeter. There are no external transfers or exposure to third-party models. It’s AI with integrity.
Looking Ahead
MOSES is now being rolled out across our Service Management Centre (SMC), with onboarding, monitoring, and usage reporting underway. The next phase will focus on expanding its capabilities, refining dashboards, and validating models to ensure consistent, high-quality support.
