AI continues to be a hot topic at MSSP Alert Live 2024 in Austin, Texas. A Tuesday afternoon panel of pioneers in the use of AI by managed service providers discussed real-world examples of how the technology can be a boon for MSPs and their customers.
From providing more secure AI implementations to helping customers optimize the way they use AI, Blue Mantis Sr. Director of Advanced Technologies Jeff Cratty and PCH Technologies President and CEO Timothy Guim have shown how MSPs can break into the AI space in valuable and innovative ways.
And while some may be skeptical and feel it’s too early to jump on the AI hype train, Kristy Davis, founder of The Clarity Company, argues that MSPs will regret falling behind if they don’t start now.
“This is prime time – don’t lose the opportunity,” Davis said during the Q&A portion of the panel presentation, moderated by CyberRisk Alliance Editorial Director of Channel Brands Jessica C. Davis.
MSPs can fill the gaps customers see in AI capabilities
Blue Mantis took a big step into the AI arena in May when it forged a strategic partnership with AI Technology Partners (AITP) to offer Managed AI Copilot Solutions, Powered by Microsoft, a service for mid-market enterprises implementing Microsoft Copilot.
Cratty explained that that there are often gaps between what customers want out of an AI solution like Copilot and what they can achieve when using the solution fresh out of the box. This is where an MSP like Blue Mantis can step in and aid in customizing, optimizing and enhancing the security of a tool like Copilot, filling the unique gaps for each individual customer.
For example, data security can be a concern when using an AI copilot, with enterprises having questions about what data the AI has access to and who can access what data when interacting with the AI. Cratty says that, working with an MSP, businesses can build a more secure “EnterpriseGPT System” that boosts productivity while lending more control over data access than what’s available by default.
Cratty also sees potential custom AI use cases in marketing content creation, competitive intelligence, request for proposal response, survey response analysis and incident management, noting that AI has the potential to reduce the time it takes to create a detailed root cause analysis “from weeks to hours.”
AI adoption can take different forms, from executives deciding “I need to do something with generative AI” without a clear path, to businesses being faced with seemingly insurmountable hurdles where AI could be an untapped solution, Cratty noted. Either case offers MSPs the opportunity to guide their customers in the right direction, increasing customer satisfaction and introducing new potential revenue streams.
From AI novice to AI leader
Effective AI implementation takes much more than just purchasing a license and installing an application – organizations need to have policies and strategies to ensure their AI assets are secure and worth the investment. Additionally, with the potential for AI to transform how the workplace, and even entire industries, function, it’s important for everyone at an organization to be on board with the knowledge and skillset need to work effectively with AI, says Guim.
“AI is a journey with our clients,” Guim explained, adding that AI adoption is both a “top down” and “bottom up” process rather than a one-and-done solution. Throughout any organization, there will be members who are AI novices with little to no understanding of the technology and those who are AI leaders who can elevate AI to its full potential.
Organizations can benefit from leveraging those with a greater AI affinity in promoting AI awareness and adoption throughout an organization, and this is another area where MSPs can help. Managed AI employee training, governance and strategy services will see growing demand as the AI-as-a-service market continues to boom.
For example, PCH Technologies created an AI-as-a-service Quick Start Plan that includes creating an AI acceptable use policy, planning for secure tool deployment, basic prompt training and coming up with five AI use cases. MSPs can be a valuable partner in navigating this new technological terrain and identifying the areas where AI should – or shouldn’t – be used in day-to-day business.
The time to embrace AI is now
Generative AI is a relatively new technology, first gaining popularity with the release of ChatGPT in November 2022, but has proven itself to be a “disruptive innovation” in a short amount of time, said Davis. Generative AI has the potential to create a new normal where anyone can use natural language to interact with technology, which can be expected to fundamentally change customer expectations in many markets, including for MSPs.
“The speed at which this is moving is something you can’t ignore,” Davis said, adding that, in her experience, the benefits of grasping the opportunity will outweigh the risks that come with embracing a new technology.
“You can’t prepare for this once the pike fully opens up,” Davis added during the Q&A portion.
Cratty says that while revenue from Blue Mantis’ AI venture have not yet been “significant,” they have been “material,” showing potential for growth as the company plans for a greater AI focus in the near future. Guim agreed that while PCH Technologies is still at an early phase in offering managed AI solutions, he sees it as a “huge growth area for 2025.”
