The expert extension to our support team

Introducing MOSES

At bluesource, we believe AI should empower people, not replace them. That’s why we created MOSES (Machine Optimised Support Enhancement System), our proprietary Retrieval-Augmented Generation (RAG) solution designed to help our service teams work smarter, faster, and with greater accuracy. 

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Keeping humans in the loop

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MOSES doesn’t replace our support team; it amplifies their capability. Our analysts remain your first point of contact, with AI working in the background to support them not take their place.
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With MOSES, your data stays exactly where it belongs, inside your secure digital perimeter. No external transfers, no exposure to third-party models.
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The system evolves with every interaction, sharpening its ability to resolve issues over time. Knowledge isn’t just stored, it’s refined and retained within the organisation, keeping expertise in-house and continuously improving outcomes.
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Built for real-world service environments

53%
Reduction in escalations to Microsoft
95%
Increase in CSAT scores
60%
Reduction in average mean time to resolution (MTTR)

Supporting your tech team to deliver success ​

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Reduce Average Time-to-Resolution

In today’s fast-moving service environments, MOSES helps reduce the average time-to-resolution for support tickets by equipping teams with smarter tools, faster access to knowledge, and insights driven by real-world bluesource experience. 

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Faster, More Confident Decision-Making

By drawing on bluesource-specific experience and historic ticket intelligence, MOSES helps agents make quicker, better-informed decisions, applying proven fixes and anticipating common issues before they escalate. 

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Streamlined Access to Critical Information

MOSES puts the right knowledge, docs, past tickets, config notes, escalation paths, at our fingertips, reducing research time and allowing agents to focus on solving problems, not digging for answers. 

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Boosted Analyst Efficiency & Effectiveness

With AI-assisted workflows, MOSES empowers our analyst to work faster and more consistently, reducing errors and freeing them to focus on high-value tasks without sacrificing quality of service. 

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Data Transformed into Actionable Insights

MOSES helps retain and refine internal knowledge, turning your service data into insight, spotting patterns, predicting common issues, and enabling proactive support that improves over time. 

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Continuously Upskilled

Knowledge is no longer locked in silos. MOSES helps disseminate the latest insights across our team onboarding new analysts faster, guiding staff, and giving managers clearer visibility into performance. 

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. By empowering our technical analysts with cutting-edge tools, we’re enabling faster, smarter resolutions, without ever compromising the quality of service our clients expect. It’s a bold step forward, and we’re proud to be leading the way in redefining IT support.
Viam Mercer, Chief Technology Officer

Why bluesource

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Continuous innovation across people, processes & technology, resulting in  better Mean time to resolution (MTTR).
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24 years

Solving Microsoft support & integration challenges.
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24/7/365

Global level 2 & 3 support, Direct vendor L4 escalations.
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500,000+

Seats under support.
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Client retention

95%

 

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MOSES (Machine Optimised Support Enhancement System) empowers our support teams, while keeping humans in the loop.
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Offices in London, New York, Dallas and Manila. 
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Gartner recognised support.

Gartner third party software support
ISO/IEC 27002, EvoVadis sustainability rating, Cyber Essentials certified

Specialist practice areas, managed & assisted services - M365 Platform support & management, Azure management & optimisation, M365 delivery + Data migration service

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