How MSPs Can Responsibly Leverage AI Technology

As part of Solutions Review’s Premium Content Series—a collection of contributed articles written by industry experts in enterprise software categories—Ray Meiring, the CEO and co-founder of QorusDocs, explains how Managed Service Providers (MSPs) can responsibly implement and use AI technologies in their processes.

AI is rapidly changing the way we live our lives. First-generation AI technologies, like natural language processing (NLP), have proven to be valuable resources for organizations that want to streamline operations and continue their growth trajectory. As second-generation tools enter the market, AI has become more mainstream, empowering users to simplify common tasks and access customized, detailed information with just a few keystrokes. 

In the business world, the use of AI-driven tools has risen sharply in recent years. In fact, AI is incredibly impactful for companies already operating in the tech world, with more than 90 percent of top companies spending on AI resources to support their business. For example, Managed Service Providers (MSPs) can leverage AI to drive more efficiency in the workplace and streamline productivity. Although AI can offer a wide range of benefits, MSPs should be aware of the risks and pitfalls that come with AI. 

Recognizing and preparing for the challenges associated with AI will help MSPs make the most of AI-driven platforms while helping their clients do the same. MSPs should set specific protocols and keep their internal teams updated about the advantages and risks of using AI at work. With the proper protocols, MSPs will be well-positioned to make the most of AI resources.

What AI Can Offer MSPs

First-generation AI tools like NLP have historically provided effective solutions to help streamline common business challenges. Now, a new class of generative AI has emerged from large-scale deep learning models that cover many topics. The models can be adapted for a wide range of use cases—including creating first drafts of hyper-personalized sales and marketing content—with little fine-tuning required for each task. 

With this next generation of AI platforms, benefits continue to increase, especially in departments where organizations need additional help. Leveraging AI tools can result in several notable benefits, including improved productivity in business development teams. 

Data shows that AI significantly increases labor productivity and optimizes business efficiency. MSPs can use AI to automate standard, repeatable tasks to expand their team’s capacity for other work. For example, marketing and sales teams could consider adopting proposal management software to make their new business process smoother and reduce the time and employee hours needed to locate, organize and create the content supporting the proposal process. These AI tools use AI technology to develop strong proposal drafts with the MSP’s relevant text. When equipped with the right AI solutions, MSPs can optimize employees’ time for client-facing work.

In an increasingly competitive market, MSPs want to ensure they stay ahead of competitors and can easily win new business. By leveraging AI-powered software, MSPs can generate tailored sales materials, such as proposals, enabling them to customize their content to speak to the unique needs of prospective customers. This allows them to build critical sales documents quickly and gives them an edge over their competitors.

Risks and Challenges of AI

Though AI-based solutions can add significant value, MSPs must be careful when selecting which areas of their business are suitable for automation. Not every process can—or should—be automated, so MSPs must consider which processes could benefit most from automation and which are best handled by an employee.  

Beyond selecting the right processes to automate, MSPs should be mindful of security risks as they determine whether AI solutions are appropriate to implement. Most AI solutions are external, third-party systems that gather and store information. Posing specific questions or feeding sensitive information to that platform could result in potential exposure to a bad actor or to the public in general. Evaluating tools from the security perspective is crucial to protecting private business information.

As MSPs adopt AI solutions, it’s not enough to evaluate security risks from the outset. As a best practice, organizations should regularly monitor and assess their AI resources. MSPs will want to keep a watchful eye on potential loopholes and security gaps with any AI software they use, as policies and updates may shift how companies handle information. This due diligence will ensure MSPs comply with security protocols and protect private data from potential hacks or exposure.

Another consideration MSPs need to consider is the quality of data from the AI tool. Many AI software users have discovered that AI-driven responses to user questions are not always accurate or complete. Relying on tools that produce inaccurate, incomplete, or incorrect answers means MSPs might depend on false information, which could ultimately impact their business and customer experience. 

What’s Next For the AI Landscape

AI is paving a new path for business efficiency. While AI-driven technology can have a powerful impact on an MSP’s efficiency, there are several risks that MSPs need to navigate to ensure security is maintained. With the proper protocols, MSPs can protect their business and prevent private data from being mishandled. Thorough evaluation and continuous monitoring are essential for long-term success and will allow MSPs to leverage the benefits of AI while keeping their information secure.