Agentic AI is emerging as a significant force in the managed services sector, with the potential to automate up to 80% of routine tasks. Howard M. Cohen and Karl Palachuk, both seasoned experts in the IT partner ecosystem, discussed the current confusion among Managed Service Providers (MSPs) regarding the application and benefits of agentic AI. They emphasized the need for MSPs to understand the distinction between assistive and autonomous agents, as well as the importance of developing a clear strategy for integrating AI into their service offerings.
Cohen highlighted the proliferation of misinformation surrounding AI, particularly at industry conferences, which has contributed to the uncertainty among MSPs. He has created a dedicated platform, Gentic MSP, to curate relevant AI news and insights specifically for MSPs. The conversation also touched on the necessity for MSPs to adapt their roles and workflows in response to AI advancements, with a focus on leveraging AI tools to enhance operational efficiency and client service.
The episode also explored the historical context of automation in IT services, drawing parallels between the current AI landscape and the earlier adoption of cloud technologies. Palachuk noted that many IT consultants have not needed to develop deep automation skills due to the rise of cloud solutions, which may hinder their ability to capitalize on AI opportunities. Both experts agreed that MSPs must proactively build internal expertise in AI to remain competitive, rather than waiting for the market to mature.
For MSPs and IT service leaders, the key takeaway is the urgency to embrace AI as a tool for enhancing service delivery and operational efficiency. By investing in training and developing partnerships with AI solution providers, MSPs can position themselves as forward-thinking solution providers rather than falling behind in a rapidly evolving landscape. The discussion underscores the importance of adapting to technological advancements to meet client needs effectively.
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