AI in your contracts
Using AI in your service, selling AI to clients, and who is liable for what it does.
Podcast AI Service Desk for MSPs: Eliminating Manual Work Through Automation
Bobby Jacobs returns to Talk Tech to go deeper on how AI is transforming the MSP service desk. In this follow-up episode, he explains how Thread is making "death to the ticket" a reality by embedding AI directly into workflows, eliminating manual triage, and automating the repetitive tasks that burn out technicians. Bobby walks through specific use cases where AI handles ticket routing, resolution, and communication without human intervention. The conversation expands into what is next for AI-driven service delivery, including voice support and omni-channel capabilities. Bobby explains how MSPs can improve both technician and end-user experiences simultaneously by letting AI handle the routine while humans focus on complex, relationship-driven work. For MSPs still running traditional service desks, this episode lays out a clear vision of where the industry is headed and how to get there.
Podcast What Is Next for MSPs in the AI Era
Jay McBain, one of the most influential analysts in the channel, joins Rob Scott to map out the future of managed services in the AI era. Jay breaks down the massive shift from cybersecurity-led growth to AI-driven managed services and explains what it means for MSPs. He describes how the next generation of successful MSPs will combine consulting, automation, and outcome-based delivery into a fundamentally different business model. The conversation goes deep on timing and urgency. Jay argues that MSPs are at the start of a new 20-year technology cycle and the decisions they make now will determine their trajectory for decades. He explains why rethinking your business model today, rather than waiting for the market to force the change, is the single most important strategic decision an MSP owner can make.
Podcast Death to the Ticket: AI Automation Transforming MSP Service Desks
Bobby Jacobs from Thread explains why "death to the ticket" is not about eliminating ticketing systems but about removing the most painful parts of the workflow. AI-driven automation is reshaping MSP service desks by handling repetitive tasks, routing issues intelligently, and reducing the manual overhead that burns out technicians. Bobby walks through how Thread's approach uses AI to improve both the end-user experience and technician satisfaction. The episode explores scalability as a core benefit of AI-powered service delivery. When AI handles the routine work, MSPs can take on more clients without proportionally increasing headcount. Bobby also addresses common concerns about AI replacing jobs, making the case that automation frees technicians for the complex, high-value work that they actually enjoy and that clients value most.
Podcast How AI Is Reshaping Managed Services at Kaseya
Gray Knowlton, EVP of R&D at Kaseya, joins Rob Scott to deliver one of the most forward-looking conversations on AI in the MSP space. Gray explains how Kaseya is building AI-driven innovation into its platform safely and efficiently, from engineering practices to product design. He describes the concept of "agentic" workforces where AI handles the execution and people shift into leadership and oversight roles. For MSPs wondering how AI will change their businesses, this episode provides a concrete look at what is coming. Gray covers the next wave of automation and compliance tools, how MSPs should prepare their teams for AI-augmented workflows, and why the companies that treat AI as a leadership challenge, not just a technology decision, will come out ahead.
Podcast AI as a Service and Building Thriving MSP Communities
Innovation and community are two forces reshaping the MSP industry, and this episode tackles both head-on. Jimmy Hatzell delivers compelling insights into the rise of AI as a service and its transformative potential for managed service providers. He explores how MSPs can package and deliver AI-driven solutions to their clients, opening up new revenue streams while staying ahead of the technology curve. George Bardissi, CEO of BVoIP and founder of the MSP Initiative, shifts the conversation to the human side of the industry. He shares hard-won lessons on building a thriving community and explains how embracing technology alongside strong peer networks creates compounding advantages. For MSPs looking to grow, this episode makes the case that innovation without community is incomplete.
Podcast Your MSA is Broken. AI is to Blame.
Listen as Rob Scott discusses the legal implications for MSPs offering AI services to their clients in this spotlight interview on Rich Freeman’s MSP Chat podcast. Listen at channelmastered.com.
Podcast AI Expert: Legal Profession Needs Guidelines and Training to Use AI Properly
Robert Scott highlighted the importance of having rules and thorough education when using AI in the legal industry. Listen to the discussion at statebroadcastnews.com.
Podcast The Future of Law: Why You Need to Embrace AI in Your Legal Practice | Robert Scott
Robert Scott, founder of Monjur, joins the Mentors Collective podcast to make the case that contracts are not optional for IT and software businesses. He walks through a real data-loss case involving a RAID failure that wiped out tax returns for three CPA firms, explaining how a limitation-of-liability clause capped damages that otherwise could have shuttered the provider. He also covers why generic templates and DIY ChatGPT contracts are dangerous without legal expertise to catch errors. Scott explains how Monjur's contracts-as-a-service model delivers attorney-curated, dynamically updated agreements at a fraction of traditional legal costs by spreading fees over three years and using AI to accelerate review and redlining. He argues AI will democratize legal services but only when paired with experienced lawyers who know when the output is wrong.