This is the second part in a series of articles that discuss how MSPs can use AI to improve their service offerings. Read Part 1 here.
Generative AI (GenAI) offers significant opportunities for MSPs to improve their own operations and service offerings. By adopting and customizing GenAI, MSPs can automate tasks, reduce noise, gain insights from data, and enhance customer service.
The Key to Secure GenAI Adoption
One of the major challenges in adopting GenAI is ensuring the confidentiality of company data. MSPs need to build a secure infrastructure that protects sensitive information while enabling the use of GenAI for tasks like customer service and internal process optimization.
Confidential computing and retrieval-augmented generation (RAG) are two tools that can help MSPs build a secure and efficient GenAI infrastructure. Confidential computing protects data in use, ensuring that sensitive information remains encrypted even during processing. RAG allows GenAI models to access and retrieve relevant information from enterprise data sources without compromising security.
Use Cases for GenAI in MSP Operations
Here are some examples of how MSPs can leverage GenAI:
- Increased Employee Productivity: GenAI can automate repetitive tasks, freeing employees to focus on more strategic work. For example, GenAI can be used to automate ticket routing, incident response, and knowledge management.
- Streamline Incident Response: The first steps of IR are a series of questions that agents don’t typically have direct access to answer. However, a model trained on things like the types of data present on specific servers or the systems accessible to certain users would have such answers immediately. This streamlines prioritization and identification of next steps.
Michael Hughes
- Improved Customer Satisfaction: GenAI can power chatbots and virtual assistants that provide instant and accurate support to customers. This can lead to improved customer satisfaction and reduced call volumes.
- Enhanced Security: GenAI can be used to analyze security logs and identify potential threats. This can help MSPs proactively address security vulnerabilities and protect their clients’ data.
Building the Right Ecosystem
To successfully adopt GenAI, MSPs need to build a strong AI ecosystem. This includes selecting the right GenAI models, building data and AI training flows, integrating with existing systems, and establishing robust security protocols.
By embracing GenAI and building a confidential AI infrastructure, MSPs can unlock new levels of efficiency, productivity, and customer satisfaction. This will benefit their own operations and enable them to offer innovative yet secure AI-powered services to their clients.
Michael Hughes is chief business officer at Duality Technologies.
Featured image: iStock
