Survey Insights
AI Adoption in MSPs for Efficiency, CX, and Data-Driven Outcomes
Overview
Challenges
Managed services providers are increasingly adopting AI across key business functions. The recent 'Shaping Managed Services in the Age of AI' survey revealed that focus is converging on a few specific areas: enhancing efficiency, improving customer experience, and supporting data-driven decision-making.
Summary
The 2025 Shaping Managed Services in the Age of AI survey reveals that Managed Services Providers (MSPs) are heavily investing in AI across various operational areas. The primary focuses are on enhancing efficiency and cost reduction, improving customer experience, and enabling data-driven decision-making. Despite these areas, there remains significant variation in AI tool adoption and success metrics, emphasizing the importance of aligning AI strategies with specific business objectives.
Included in the full report
Continued AI Adoption:
A significant majority of MSPs are leveraging AI, with GenAI emerging as a foundational tool across all business areas.
Focus on Efficiency:
Companies prioritizing efficiency favor automation tools like GenAI, chatbots, and predictive analytics to lower costs and streamline operations.
Customer Experience Enhancement:
MSPs enhancing CX utilize GenAI and AIOps platforms to ensure operational reliability and improve customer interactions.
Diverse Data-Driven Tools:
MSPs engaging in data-driven decision-making show a broader range of tools, including predictive analytics and RPA, while notably excluding chatbots.
Custom Success Metrics:
The metrics tracked vary based on priorities; operational metrics dominate in efficiency, while financial metrics are emphasized under data-driven decision-making.
Publication date:
August 22, 2025
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