AI tools transform MSP operations and cybersecurity strategies

Managed Service Providers (MSPs) are increasingly utilizing artificial intelligence to transform operational efficiency and security postures. Shield Technology Partners has launched Forge, an AI-powered automation platform designed to reduce the time technicians spend on support tickets. The company claims Forge can resolve over half of the tickets in a queue, with some partners reporting a 70% reduction in time spent on routine, monotonous tasks.

This shift allows technical teams to move from reactive support to proactive services, such as complex project work and advanced security solutions. Simultaneously, the rise of AI presents new cybersecurity challenges. Experts, including Raymond Neff of ESET North America, highlight that while AI aids business speed, it also enables cybercriminals to scale attacks through malicious AI skills and shadow AI. To combat these emerging threats, tools like the ESET PROTECT platform are being used to help MSPs manage security complexity and ensure safer AI adoption for their clients.