Dive Brief:

• Managed service providers are looking for a way to say "no" to customer AI requests without losing business, according to Cynomi. The cybersecurity vendor analyzed MSP discussions on Reddit and among its customer community from May 2025 to May 2026.
• The analysis surfaced several other common areas of concern, including the effectiveness of Microsoft Copilot and worries over AI replacing service providers. AI's service-desk value and security risks were also top-of-mind, Cynomi found.
• Many MSPs are confused about AI, and having open conversations about concerns is essential, David Primor, founder and CEO of Cynomi, told Channel Dive. “Even if you are afraid or a bit worried, talk about it,” he said. “Understand what it is, talk about it with your peers. This is a problem that everybody is facing now, from MSPs to enterprises or startups: how to utilize AI and make sure that it’s enabled so it’s not a big risk.”

Dive Insight:

MSPs are on the front lines of AI adoption, working with customers who want to deploy the technology while also working to scale it internally.

“Some of them are afraid of AI, some of them are very advanced in AI. Some of them can write vibe coding and suggest solutions for end customers,” Primor said. “Many of them are struggling with it.”

Among the MSPs partnered with Cynomi, approximately 20% are adopting AI, while another 40% are in the experimentation phase, Primor added.

Fears that AI will replace MSPs are widespread. AI tools have already automated several IT support processes and many providers are struggling to win new customers.

As automation takes over service-desk functions partners are shifting to services and delivery, with AI enablement high on the agenda.

“Many MSPs ask me: do you think that MSPs will disappear?” Primor said. “I think it’s the opposite. MSPs will have more opportunities to adopt and integrate AI technology for customers, to be more efficient and profitable. It’s a huge, huge opportunity.”

Part of the MSP role is to serve as a trusted advisor, which means guiding clients away from unworkable projects and wasted spend. But saying "no" to AI is a mistake given the current enthusiasm for the technology, according to Primor.

“MSPs should be going to their customers and telling them how they can utilize AI in a better way,” Primor said.