Leveraging Conversational AI to Drive Success

As the MSP market

• Evolves¹ in the type of services it offers (Figure 1) 
• Grows² by revenue, market demand, and number of service providers

MSPs should find innovative ways to improve their customer service and their operational efficiency.

Using a conversational AI solution that combines artificial intelligence (AI) and natural language processing (NLP), like ChatGPT, can be a cost-effective way for managed service providers to transform their business landscape.

Besides being free, the other benefit of ChatGPT’s natural language processing power is giving MSPs access to a wealth of information quickly, thus giving employees more time to spend on value-adding tasks. In this article, we will look at 5 use cases MSP ChatGPT in various business processes of MSPs.

1. RMM script generation

RMM scripts are used in Remote Monitoring and Management (RMM) software to remotely manage and maintain clients’ IT infrastructure. These automated sequence of commands/tasks are designed to perform specific functions like: 

1. Monitoring disk space, CPU usage, or memory consumption on client systems.
2. Performing scheduled system updates or patching.
3. Automating backup processes and verifying their success.
4. Managing user accounts on client systems.
5. Scanning client systems for viruses or malware and taking remediation actions.
6. Analyzing and reporting on log data from client systems.

MSPs can take advantage of ChatGPT’s large language model to quickly create RMM scripts (Figure 2). 

2. Developing incident response plans

MSPs can use ChatGPT to create comprehensive incident response plans, outlining the steps to take in the event of potential security threats and breaches. Having a detailed incident response plan helps to maintain MSP workflows.

For example, we told ChatGPT that we are an MSP with 15+ remote clients, and we asked it to create an incident plan for us when our cloud provider’s services are down (Figure 3).

3. Writing marketing strategies

Acquiring more customers is the top³ challenge MSPs are facing in 2023. If MSPs run out of marketing ideas to appeal to a new customer base, they can ask ChatGPT for marketing content. 

We asked ChatGPT to give us some marketing strategies. Working with other technology partners was one of the 8 tactics it gave us (Figure 4).

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4. Drafting cybersecurity awareness training materials

For MSPs, keeping their clients and themselves secure from data breaches/other forms of cyber threats is a big challenge. 

MSPs can use ChatGPT for developing training materials and other resources to educate their clients and employees on cybersecurity threats, best practices, and their role in protecting the organization.

ChatGPT can also be used to develop IT security policies that cover areas such as access control, data protection, and employee training. These policies can help MSPs and their clients maintain a secure IT environment. For example, we asked it to develop a cybersecurity awareness training material. (Figure 5)

5. Creating knowledge-based articles

Knowledge-based articles can cover various topics related to the managed services industry, providing valuable insights, guidance, and best practices. These articles can be used as resources for both MSPs and their clients to enhance their understanding of specific subjects, improve their services, and make informed decisions. 

Although it’s ill-advised to directly use what ChatGPT creates, MSP researchers and analysts can use the framework it gives to write better articles. Examples of knowledge-based articles ChatGPT can write for MSPs can include:

1. Technical guides: Articles explaining technical concepts or providing step-by-step instructions on implementing or troubleshooting specific technologies, tools, or solutions. 
2. Industry trends: Articles on emerging trends, technologies, and challenges in the managed services industry can help MSPs stay up-to-date and adapt their services accordingly. Examples include articles on cloud migration strategies, the increasing importance of cybersecurity, or the role of artificial intelligence in IT service management.
3. Best practices: ChatGPT can create articles that outline best practices for MSPs in various aspects of their business, such as client onboarding, service delivery, or managing vendor relationships. These articles can serve as valuable resources for MSPs looking to improve their operations and enhance client satisfaction.
4. Case studies: These can showcase real-world experiences of MSPs or their clients in overcoming challenges, implementing new solutions, or achieving specific goals. These case studies can offer valuable insights and lessons that other MSPs can apply to their own businesses.
5. Regulatory and compliance matters: Articles that provide guidance on navigating the complex legal and regulatory landscape for MSPs can be essential resources. These articles can cover topics such as data privacy laws, industry-specific regulations, or best practices for maintaining compliance.

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1. “The MSP Guide to Higher Growth.” Kaseya. Retrieved on May 5, 2023.
2. “Managed Services Market to Reach $393.72 Billion by 2028.” GlobeNewswire. July 7, 2022. Retrieved on May 3, 2023.
3. “Kaseya’s 2023 MSP Benchmark Report Finds that Automation, Cybersecurity and Integration Top the List of Priorities for MSPs.” Kaseya. March 30, 2023. Retrieved on May 5, 2023.