Introduction
Artificial intelligence helps managed service providers (MSPs) do their jobs faster, better, and more efficiently than ever. How you incorporate AI into your day-to-day operations will have far-flung effects.
In a recent Gallup poll, researchers found that only three in 10 U.S. employees have ever used AI, and only one in 10 say they use it weekly. This number could increase significantly in 2025, thanks in part to MSPs.
Do you use AI in your day-to-day operations? Share your experience on LinkedIn.
This article overviews all areas where MSPs are already employing AI to achieve efficiency and gain a competitive edge:
- Cybersecurity: Protect client systems by proactively identifying and neutralizing advanced threats.
- Customer Service and Help Desk: Address customer needs faster and more efficiently with AI-powered tools.
- Engineering: Automate repetitive tasks and focus on higher-value projects with AI-generated scripts and tools.
- Marketing and Communications: Craft targeted campaigns and content quickly, enhancing your reach and engagement.
- Staff and Customer Training: Deliver impactful, accessible training programs that prepare teams and clients for the future.
Let’s see in detail how AI will revolutionise MSP business in the upcoming year.
Cybersecurity: AI Brings New Threats and Remedies
AI plays an increasingly pivotal role in cybersecurity, particularly in endpoint threat prevention. For instance, MSPs use AI-powered tools to proactively identify and neutralize advanced threats before they compromise customer endpoints. This minimizes the risk of cyberattacks that could otherwise harm both your reputation and revenue, while also helping to avoid costly compliance penalties.
However, it’s important to note that cybercriminals are also using AI, making the cybersecurity landscape an ongoing battle of technological innovation. As a result, the future of cybersecurity is increasingly centered around AI. To learn more about how AI will shape the fight against ransomware and other threats in the coming years, check out our article on the future of ransomware.
Customer Service and Help Desk: Chatbots and Automation
In terms of ChatGPT 101 for MSPs, setting up AI-powered chatbots is key, as service providers are using these to quickly and easily address customer concerns and questions in real-time.
Along with chatbots, MSPs are utilizing AI to draft documentation articles. They are also leveraging AI to establish an intelligent knowledge base where users can search for information whenever and wherever they need it. Additionally, they are using AI to draft custom instructions and scripts relating to customer requests. All of it helps improve MSP customer service, while keeping the costs lower than without using AI.
Engineering: Revolution In Development
Artificial intelligence is becoming an essential tool for MSP engineering teams, simplifying complex tasks and enhancing productivity. By automating repetitive work and assisting with development and documentation, AI allows engineers to focus on delivering higher-value solutions for customers.
Here’s how engineering teams are using AI:
- Drafting Bash and PowerShell scripts, as well as web server configurations.
- Creating engineering documentation, architectural diagrams, and workflows.
- Assisting in writing, debugging, and testing code.
- Automating system configuration, monitoring, and management.
With AI handling time-consuming tasks, MSP engineers can work more efficiently, reduce errors, and dedicate their efforts to solving complex challenges. As AI tools become increasingly sophisticated, they’ll open up even more possibilities for engineering innovation.
Further reading Explore our extensive library of ready-to-use IT automation scripts for Windows, macOS, and Linux devices
Marketing and Communications: AI-driven Content and Research
Here’s how MSPs are using AI to improve and accelerate marketing:
- Writing blogs, email campaigns, and other marketing materials for a general audience.
- Creating personalized proposals, emails, and customer-specific materials to improve engagement.
- Generating leads with chatbots that interact with website visitors and collect valuable information.
- Optimizing SEO and website performance with tools that identify high-impact keywords and refine content.
Of course, while AI makes marketing more efficient, it’s essential to review its outputs carefully.
AI can assist with creation, but only your expertise ensures that the materials hit the mark with your customer base.
Staff and Customer Training: Content, Live Training, and Accessibility
MSPs are increasingly using AI to enhance their training programs for both customers and team members. AI tools streamline the creation and delivery of educational materials, making training more effective and accessible.
Here’s how AI is transforming training for MSPs:
- Drafting materials for cybersecurity training, including guides, presentations, and handouts.
- Generating subtitles and summaries for webinars, improving their clarity and accessibility.
- Voicing videos with AI-powered text readers, making training content more inclusive for diverse audiences, while keeping the cost of production low and accelerating the production of such content.
- Using customized GPTs as “sparring partners” to simulate real-world scenarios, such as acting as customers or cyberattackers during training sessions.
By leveraging AI, MSPs can provide engaging, up-to-date training resources that meet the evolving needs of their teams and clients. This not only improves skill development but also ensures that participants are well prepared to address real-world challenges.
Keep Your Eyes on AI — But Proceed with Caution
Artificial intelligence is no longer just an advantage for MSPs; it’s becoming a necessity. By strategically integrating AI into your operations—whether for cybersecurity, customer support, or marketing—you can position your business ahead of the curve.
However, the key to success lies in using AI thoughtfully. Leverage its power to enhance efficiency and drive value but remain vigilant. Cybercriminals and market competitors alike are rapidly adopting AI, which means that staying ahead requires continual learning, proactive investments, and a strong focus on innovation.
As you move forward, ensure your team is equipped with the knowledge and tools to maximize AI’s potential. Collaborate with trusted AI partners, invest in training, and stay informed about the latest advancements. With a deliberate approach, AI can become a cornerstone of your MSP’s success in 2025 and beyond.
