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AI agents: how MSPs define value beyond vendor features — Howard Cohen, Agentic MSP
A structural gap persists between the promotion of AI solutions and their demonstrable, value-based adoption within the managed services sector, resulting in unclear accountability and risk of misaligned incentives. Vendors such as Microsoft and Anthropic push seat-based AI sales (e.g., Copilot, LLM services), but few MSP-led case studies exist to verify real client impact. Most reported usage centers on basic, assistive functions—despite a marked increase in AI discussion among MSP communities.
The most notable finding is the disparity between AI licenses sold and those actively used, with…
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