Master Your Madness:
How AI Automation Helps MSSPs Control Customer Chaos

In the beginning, there was noise—an endless racket of signals: alerts, detections, indicators, and anomalies. This noise is rooted in vendors’ attempts to build platforms to help customers address security and compliance concerns.  However, as technical environments became more complex, even the biggest and most experienced enterprises became overwhelmed by this relentless barrage of unclear signals. 

Fighting against this resistless torrent and facing a lack of quality talent to review and cull the noise, many enterprises turned to managed security services providers (MSSPs) for help. That made sense; as enterprises shifted risk to insurance companies, they moved the deafening roar of signals to MSSPs, who weathered this storm at the time. 

Today, even the largest MSSPs struggle to keep up with customer demands cost-effectively. They have outsourced their low-level analysts to countries with cheap labor pools to handle initial triage in a basic escalate-or-close setup. However, this also presents challenges, as these types of analysts often combine a lack of in-depth experience with the eagerness of youth—some leading to missteps. Underskilled analysts add another layer of chaos to an already noisy environment, making process consistency and reliable results more critical than ever.

So, how can modern MSSPs maintain consistent, high-quality service as their customer base—and the chaos of noise—continues to grow? 

Keep reading for four ways Swimlane Turbine’s AI automation platform can help turn chaos into clarity. 

4 AI Security Benefits for MSSPs

1. Conquer the Chaos with Centralized Visibility, Enrichment, and Tracking Across Customers

AI security automation solutions enable MSSPs to aggregate visibility for their analysts into a single view while maintaining data segmentation across their customer base with a multi-tenant architecture for regulatory or contractual purposes. The solution works by linking and syncing signal metadata and observables across customer tenants, allowing analysts to view everything in one place and seamlessly access customer instances for sensitive tasks.

Indicators and observables are elevated to the top level for enrichment and correlation across the MSSP’s entire customer base, which enables extended threat hunting. Additionally, all analyst activity is tracked at the top to measure and monitor their efficiency and performance.

2. Guide Analysts Through the Chaos with Process-Focused Case Management

Centralized visibility accelerates triage by prioritizing critical issues across the customer base and bringing them to the top of the queue. With prioritized visibility, Tier 1 Analysts are ready to step in to successfully handle live customer alerts, despite their limited experience or tenure.

Turbine’s fully customizable case management workflows keep analysts on track. Role-based reports and dashboards present only the critical issues that need immediate attention. To help them make quick, accurate decisions, Turbine displays only the relevant information for each case. The platform also offers step-by-step prompts and task items to guide analysts, ensuring consistency and efficiency. Additionally, time-tracking metrics help monitor their progress, enabling leaders to identify areas for improvement and support ongoing development.

3. Cut Through the Noise with Agentic AI 

While automation is valuable, the real game-changer for MSSPs is agentic AI. Hero AI is a suite of generative and agentic AI capabilities within the Turbine platform. Most notably, Hero is the first private agentic AI companion for SecOps. It is designed to assist and improve the initial triage process. By learning from past case decisions and ongoing feedback, Hero AI effectively filters out irrelevant noise, automatically closing or escalating issues based on the indicators. AI helps ensure that analysts are only presented with alerts that require their direct attention. As higher-level Tier 2 and Tier 3 analysts review cases and provide feedback, the AI model continuously improves, becoming more robust and reliable.

With Hero AI, MSSPs’ limited human resources can focus on tasks requiring human expertise while agentic AI and automation will assist and improve the initial triage process.

4. Scale MSSPs with Speed, Innovation, and Control

Swimlane Turbine and Hero AI give MSSPs a strong foundation from day one. But how do MSSPs continue to add value? Through scalability and rapid innovation, of course!

Turbine offers thousands of prebuilt connectors and components to automate tasks across hundreds of security and technology platforms. Need something custom? Can’t find the specific connector or component? No problem; we’ve got it covered. MSSPs can build their own with or without our help. Turbine Canvas, a low-code automation building studio, has an orchestration environment that provides everything needed to connect to any system with an API, create custom use cases, and package them for reuse. With built-in repository capabilities, MSSPs can store content in Turbine or link to an external Git repository, ensuring that tailored solutions can be deployed anywhere in the world.

Thinking about scalability? We’ve got that covered, too. Turbine is a cloud-native platform, complete with a multi-tenant architecture. Global cloud regions power millions of automation events daily. In 2024, Turbine executed 4 billion automations. In 2025 alone, we’ve already surpassed 20 billion automations—demonstrating unmatched growth and impact for our customers. Whether an MSSP has five or 500 customers, our platform scales to meet demand. So go ahead and crank up the noise. We’ll take care of the rest. 

Eliminate Chaos, Maximize Impact: MSSP Success with Swimlane 

Global Data Systems (GDS)

GDS, an MSP/MSSP, provides many IT solutions, including offshore satellite voice, data, and cybersecurity services. As an early adopter of Swimlane Hero AI, GDS immediately saw a boost in performance efficiency. Check out the tangible results below: 

• 20 Virtual Analysts Added – Automation eliminates tedious tasks, equating to 20 additional team members.
• 5,000 Cases Completed – Achieved quickly with Turbine, surpassing two years’ progress with the previous SOAR.
• 2+ Hours Saved per Threat Response – Threat hunts now take 30 minutes instead of 3 hours.
• Unified System of Record – Enhanced collaboration and visibility with a single pane of glass for streamlined incident reviews.

AHEAD

AHEAD is a leader in professional and managed services, supporting companies of all sizes—from mom-and-pop shops to Fortune 500 enterprises—across various industries. After adopting Swimlane Turbine, AHEAD experienced improved efficiency and scalability. Check out the tangible results below: 

• 30% Alert Reduction – Alert correlation capabilities reduced alert volume by 30%, improving efficiency.
• Scalability Without Increased Headcount – Streamlined operations growth without requiring additional hires.
• Increased ROI – Automation delivered significant time savings and cost control, maximizing ROI. 
• Retained Security Team – Reduced workload improved analyst morale and daily efficiency.

Step Into the Future of MSSPs And Take Back Control

Every MSSP knows the pain and battles the relentless chaos of noise– but with Swimlane, there’s a clear path forward. Our AI automation solutions for MSSPs deliver centralized visibility to keep analysts focused, guided workflows to ensure consistency and reliability, and Hero AI to bring machine-speed decision-making to triage and beyond (the sky is the limit). Add in the flexibility to rapidly integrate new security tools and expand service offerings, and the value of Turbine is undeniable. For MSSPs worldwide, we don’t just manage the chaos—we turn it into clarity and control.

Request a demo today!