AI vs Automation: Cutting Through the Fog for MSPs

In this episode, Darren Strong, founder of Scalable and Mit Patel, founder, and former owner of London-based MSP, Netstar, sat down with and Morgan Aspinall, Head of Product at HaloPSA, to delve into the hot topic of AI versus automation and how you as an MSP can cut through the fog. 

The podcast explores the evolving role of artificial intelligence (AI) and automation in MSPs, emphasising their distinct capabilities and potential benefits. They highlight how AI, often mistaken for automation, is primarily a sophisticated tool for organising and analysing vast data, like an enhanced search engine. They contrast this with automation, which executes predefined tasks consistently, underscoring the challenges and opportunities in integrating these technologies effectively.

Key discussion points include the tendency of MSPs to adopt new "shiny" tools without fully understanding their application, and the need for a structured evaluation process to ensure tools align with business needs and deliver value. The speakers stress that MSPs should focus first on refining automation, addressing mundane, repetitive tasks, and leveraging AI to enhance contextual understanding and efficiency where automation falls short.

The conversation also addresses AI's potential to transform industries by increasing operational efficiency and reducing mundane workloads, thereby enabling employees to focus on more impactful roles. They caution, however, about data privacy concerns and emphasise the importance of secure and ethical AI usage. MSPs are encouraged to clean and standardise their data to maximise AI's future benefits.

Lastly, the hosts foresee AI's role in improving customer interactions, enabling self-service, and facilitating better SLA management, while maintaining human-centric customer service. They advocate for intentional tool adoption, emphasising that AI is a tool—not a solution—to augment, not replace, human capability.

Timestamps:

0:00 - Introduction to AI and Automation:

3:00 - AI vs. Automation in MSPs

9:00 - Practical Use Cases and Cautionary Insights

18:00 - AI's Impact on MSP Operations

31:04 - Mit talks about his Robot Mop

34:08 - Key Insights and Looking Forward: How AI can add value for MSPs’ customers. 

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Connect with us:

Scalable

• Find out more about Scalable: https://www.scalablemsp.co.uk/

• Connect with Darren on LinkedIn: https://www.linkedin.com/in/darren-strong/

• Follow Scalable on LinkedIn: https://www.linkedin.com/company/scalable-msp/

• Subscribe to Scalable’s YouTube channel: https://www.youtube.com/channel/UCOvzDJxslhks8LbaZQzOb7g

HaloPSA

• Find out more about HaloPSA: https://halopsa.com/

• Connect with Morgan Aspinall on LinkedIn: https://www.linkedin.com/in/morgan-aspinall-314b42153/

• Follow HaloPSA on LinkedIn: https://www.linkedin.com/showcase/halopsa/

• Subscribe to HaloPSA’s YouTube channel: https://www.youtube.com/channel/UCm_FvVJl62V0p6ssWpWrQ5w

Mit Patel

• Connect with Mit on LinkedIn: https://www.linkedin.com/in/mit-patel-7334ba