A major decision MSPs face today is whether to rely 100% on off-the-shelf AI tools or build their own customized tools to boost productivity and profitability.

On April 13 at Channel Partners Conference in Las Vegas, Channel Mastered chief analyst Rich Freeman will moderate a panel devoted to that topic. DIY AI: Using Custom AI Tools to Supercharge MSP Efficiency. Freeman’s panelists – CEOs Peter Melby of New Charter and Joshua Skeensof Logically and Shield Technology Partners’ head of technology and AI Daniel Gonzalez will share how they built these tools and discuss their results.

I spoke with Freeman, one of the tech industry's most experienced, respected authorities on the SMB channel, about what we can expect from his session.

Channel Partners: First, tell me a little about your panelists and why you selected them?

Freeman: I’ve spoken with a number of sophisticated MSPs in recent months about behind-the-scenes efforts to automate operations and service delivery in ways off-the-shelf AI tools don’t enable. Peter, Joshua, and Daniel are senior executives at three companies doing especially interesting work in this area.

Channel Partners: Why is this topic so important now?

Freeman: The biggest MSPs are supplementing or replacing off-the-rack AI automation tools with home-sewn tools tailored to their exact needs and workflows. MSPs of all sizes need to understand what’s happening now, what’s possible, and how they can take advantage of the pioneering work their largest peers are doing.

Channel Partners: What are the key differences between off-the-shelf AI operational tools and customized AI tools that MSPs are building?

Freeman: Customized tools are a closer fit for an individual company’s operating processes and workflows. They also often include functionality that AI automation vendors don’t offer yet.

Channel Partners: How will the session help MSPs determine whether building custom AI tools is the right choice for their business?

Freeman: I absolutely plan to ask all three panelists that question directly, and I know from prior conversations with them that they’ll each have specific, nuanced, and actionable responses.

Channel Partners: What's the biggest misconception MSPs have about building their own AI tools?

Freeman: That you have to hire an AI developer or cultivate deep, expensive expertise to do it. In fact, as attendees will learn, it’s possible to build custom AI tools with the staff you have today, provided you nurture a culture of AI experimentation and innovation.

Channel Partners: Who is the ideal attendee for this session, and what should they expect to walk away with?

Freeman: I’m biased, but I think anyone offering managed services right now needs to be in this session, if for no other reason than to learn what their competitors are doing and the bottom-line impact that’s having. People who attend can plan to walk away not only with a better understanding of that, but also with practical advice on what to do about it.