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MSP ChatGPT: Leveraging Conversational AI to Drive Success in '24

As the MSP market evolves, 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.

As the MSP market evolves, service providers should find novel ways to cater to their clients. MSP ChatGPT can help.
Figure 1: The type of services that MSPs offer are evolving. Source: Kaseya

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). 

Screenshot of ChatGPT's generation of some RMM scripts.
Figure 2: We asked ChatGPT to create some sample RMM scripts.

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).

Screenshot of ChatGPT creating an incident response draft.
Figure 3: ChatGPT’s response to our hypothetical scenario of disruption in cloud services.

3. Writing marketing strategies

Acquiring more customers is the top1 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).

Screenshot of ChatGPT's response to us asking about marketing strategy suggestions.
Figure 4: ChatGPT made us 8 marketing strategy suggestions. Partnering with technology partners was one of them.

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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)

ChatGPT creating a cybersecurity awareness training guide.
Figure 5: ChatGPT created a cybersecurity awareness guide for MSP clients.

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.

For more on MSPs & ChatGPT

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Access Cem's 2 decades of B2B tech experience as a tech consultant, enterprise leader, startup entrepreneur & industry analyst. Leverage insights informing top Fortune 500 every month.
Cem Dilmegani
Principal Analyst
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Cem Dilmegani
Principal Analyst

Cem has been the principal analyst at AIMultiple since 2017. AIMultiple informs hundreds of thousands of businesses (as per similarWeb) including 60% of Fortune 500 every month.

Cem's work has been cited by leading global publications including Business Insider, Forbes, Washington Post, global firms like Deloitte, HPE, NGOs like World Economic Forum and supranational organizations like European Commission. You can see more reputable companies and media that referenced AIMultiple.

Throughout his career, Cem served as a tech consultant, tech buyer and tech entrepreneur. He advised businesses on their enterprise software, automation, cloud, AI / ML and other technology related decisions at McKinsey & Company and Altman Solon for more than a decade. He also published a McKinsey report on digitalization.

He led technology strategy and procurement of a telco while reporting to the CEO. He has also led commercial growth of deep tech company Hypatos that reached a 7 digit annual recurring revenue and a 9 digit valuation from 0 within 2 years. Cem's work in Hypatos was covered by leading technology publications like TechCrunch and Business Insider.

Cem regularly speaks at international technology conferences. He graduated from Bogazici University as a computer engineer and holds an MBA from Columbia Business School.

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