MSP Checklist – Balancing AI and Human Interaction 

Best Practices – Balancing AI and Human Interaction

Balancing AI and human interaction requires thoughtful implementation and consistent monitoring. This expanded checklist ensures MSPs can leverage AI efficiently while maintaining the trust and loyalty of their clients.

By addressing gaps, refining workflows, and emphasizing transparency, you can maximize the benefits of AI without losing the human connection that makes your MSP stand out.

1. Have you identified specific tasks where AI can improve efficiency without affecting client relationships?

• • If Yes:
    • Reassess these tasks periodically to ensure AI is still providing value and not introducing friction.
    • Identify additional workflows where AI could improve efficiency, such as predictive maintenance or proactive alerts.
  • If No:
    • Audit your service delivery processes and identify repetitive, low-complexity tasks, like FAQ responses, ticket routing, or basic troubleshooting, that could be automated.
    • Focus on areas where automation can save time while maintaining a human touch for more complex interactions.
  • Next Steps:
    • Create a process map of your service workflows, highlighting areas where human involvement is critical versus where automation could be implemented safely.

2. Are your AI tools integrated with existing workflows to ensure seamless handoffs to human agents?

• • If Yes:
    • Test the integration regularly to ensure no breakdowns in the workflow and maintain a smooth client experience.
    • Collect feedback from your team to refine handoffs and improve efficiency.
  • If No:
    • Work with vendors or IT consultants to integrate AI tools like chatbots or RMM platforms into your PSA or CRM.
    • Clearly define escalation protocols so AI tools automatically notify the appropriate human team members when needed.
  • Next Steps:
    • Use sandbox testing to evaluate the handoff process between AI and human agents.
    • Develop detailed standard operating procedures for when and how AI transitions tasks to humans.

3. Do you have escalation processes in place to ensure complex issues are addressed by technicians?

• • If Yes:
    • Review escalation protocols quarterly to ensure they remain effective as new tools or workflows are introduced.
    • Train technicians to handle escalated issues efficiently and prioritize escalations appropriately.
  • If No:
    • Establish a tiered support system that defines which types of issues require human involvement.
    • Configure AI systems to recognize triggers for escalation, such as repeated client attempts to resolve an issue or flagged keywords in client communications.
  • Next Steps:
    • Document and communicate escalation paths to all team members.
    • Regularly analyze escalated tickets to identify patterns and improve both AI and human intervention strategies.

4. Have you trained your team to effectively use AI-generated insights during client interactions?

• • If Yes:
    • Ensure that ongoing training is provided as tools are updated or new features are introduced.
    • Regularly review how AI insights are being used in client interactions to identify areas for improvement.
  • If No:
    • Provide comprehensive training sessions on interpreting AI-driven data, such as client usage patterns or security alerts.
    • Develop training materials or partner with your AI vendor for tailored learning modules.
  • Next Steps:
    • Implement role-playing exercises where technicians use AI insights during simulated client calls.
    • Pair less experienced staff with senior team members to mentor them on leveraging AI insights effectively.

5. Are you communicating AI’s role in your service delivery to clients transparently?

• • If Yes:
    • Periodically review your messaging to ensure it aligns with client expectations and concerns.
    • Use reports or presentations to showcase the tangible benefits AI provides, such as faster resolution times or proactive alerts.
  • If No:
    • Develop clear messaging that explains how AI tools enhance service delivery without replacing human expertise.
    • Include AI’s role in onboarding materials, service proposals, or regular client check-ins to reinforce its value.
  • Next Steps:
    • Use client education sessions or newsletters to explain AI’s benefits and demonstrate examples of how it’s used to improve service quality.
    • Gather feedback from clients on how they perceive the use of AI in your services and adjust your messaging accordingly.

6. Are you tracking key metrics like ticket resolution time, client satisfaction, and escalation rates to measure AI’s impact?

• • If Yes:
    • Ensure these metrics are shared with both your team and clients during QBRs or service reviews.
    • Use the data to identify new opportunities for automation and refine existing workflows.
  • If No:
    • Implement tracking tools that monitor the impact of AI on key performance indicators like SLA compliance, resolution speed, and satisfaction scores.
    • Use these metrics to evaluate whether the AI tools are delivering measurable value or need further optimization.
  • Next Steps:
    • Set up a dashboard in your PSA or analytics software to visualize these metrics in real time.
    • Schedule monthly reviews to assess progress and make necessary adjustments to your AI workflows.

How to Use This Checklist

• Evaluate Each Question: Assign a team lead to review each checklist item and gather input from staff and clients.
• Create a Balanced Approach: For areas needing improvement, design action plans that balance automation efficiency with human touchpoints.
• Track Progress: Revisit the checklist quarterly to ensure AI tools are meeting their intended goals without diminishing client relationships.

Next Steps

• Want more helpful guidance on this topic? Check out our AI and Automation Answer Center!
• Have a question for our experts? Send it to editors@channelpronetwork.com

ChannelPro has created this resource to help busy MSPs streamline their decision-making process. This resource offers a starting point for evaluating key business choices, saving time and providing clarity. While this resource is designed to guide you through important considerations, we encourage you to seek more references and professional advice to ensure fully informed decisions.

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