AI has the power to sharpen your services when used with purpose. In fact, organizations are already heading in that direction. In 2024, 78% of organizations were using AI in at least one area of their operations. For MSPs, the conversation has shifted from “Is AI relevant?” to “How can we use it to actually improve outcomes without introducing new risks?” If you’re an MSP focused on cybersecurity, operations and long-term client value, this blog will show you how to turn AI from hype to help — and achieve measurable impact.

Think of AI as a feature, not a product

Think of AI as the sharper axe, not the lumber mill. It works best when it's integrated into tools and workflows you already use. In other words, AI is a feature, not the whole product.

For example, Datto EDR and Datto AV use machine learning to detect behavioral anomalies and improve response times to potential cyberthreats. However, they don’t sell themselves as “AI products.” They use AI to work smarter behind the scenes.

MSPs should evaluate AI features within their current stack. Is AI making the tool faster, more accurate or more useful for your team? If not, it's just window dressing.

The security double-edge: AI for attackers and defenders

AI is a powerful tool, and like any tool, it can be used for good or bad. Threat actors are now leveraging AI to launch attacks faster, at scale and with greater sophistication.

According to IBM’s X-Force 2025 Threat Intelligence Index, malware delivered through phishing emails rose by 84% in 2024. Early 2025 data shows a 180% spike in weekly phishing volume compared to the previous year — largely due to AI-driven campaigns.

How bad actors are using AI:

• Automatically generating phishing emails

• Creating deepfake audio and video for impersonation attacks

• Writing customized social engineering scripts

• Powering chatbots that mimic support agents to steal credentials

Case in point: A Hong Kong company lost $25 million after a deepfake video call convinced an employee to wire funds, believing they were speaking to the CFO. Even seasoned security professionals are falling for smishing attacks — text messages that impersonate trusted sources to trick users into revealing sensitive information.

But it isn’t all one-sided. AI is also helping MSPs fight back. Managed detection and response (MDR) or managed SOCs and EDR platforms use AI to triage threats, detect patterns and automate response — often within seconds.

Datto EDR will soon roll out new AI enhancements, further strengthening its machine learning engine alongside Datto AV.

The takeaway: AI amplifies whichever side it’s on. Make sure it’s on yours.

From education to differentiation: Building trust through AI literacy

Many SMBs are already experimenting with AI, often without fully grasping the security and compliance implications. That lack of understanding leaves them vulnerable.

This is your chance to step in, not just as a service provider but as a trusted advisor. By helping clients navigate AI confidently and responsibly, you deliver real value and set yourself apart in a crowded market.

Here’s how MSPs can lead the way:

• Help develop practical, risk-aware AI usage policies

• Provide end-user training on AI-related threats (like deepfakes and smishing)

• Offer consulting on secure, business-ready AI tools and platforms

Adopt AI as your strategic advantage today, before it becomes a basic expectation tomorrow. By stepping up early, you build trust, which makes your services stickier.

Operationalizing AI: Where to start

Too many AI projects begin with vague goals like "automate support" or "improve efficiency." Instead, you need to start with the goal of solving a specific business challenge during moments that drain resources, exhaust your team or create inconsistency.

Here are a few focused starting points:

• AI ticket triage: Classify, prioritize and route tickets based on keywords and urgency
• RAG for QBRs: Use retrieval-augmented generation to pull together summaries from service notes, reports and historical data
• Internal chatbots: Help techs find SOPs or historical ticket resolutions fast

You need clarity, good data hygiene and practical goals. The biggest failures come from jumping in without either. Run your AI processes through the following seven-point filter to ensure they are useful and sustainable:

• Possible: Can we actually do this with our current resources?
• Permissible: Does it meet compliance and legal standards?
• Sustainable: Can we support and maintain it over time?
• Purposeful: Does this solve a meaningful business or customer problem?
• Practical: Will it work reliably in real-world scenarios?
• Repeatable: Will it work for more than one client or use case?
• Advisable: Is this a smart, long-term move for our business?

You’re not looking for one-off wins. You want real, repeatable results.

Trust and risk: The real bottleneck in AI adoption

The biggest challenge in adopting AI isn’t technology — it’s trust. Many MSPs are hesitant because they lack the foundations for safe, responsible use — leaving basic questions unanswered:

• Where does client data go when it’s used in an AI workflow?
• Who has access to the AI model and the data it trains on?
• Can you control how the model evolves (or drifts) over time?
• What happens if sensitive information is leaked — or worse, weaponized?

These risks aren’t theoretical — they’re already happening, and the only way to build confidence in AI is to double down on cybersecurity hygiene. Before you roll out any AI tool, make sure your house is in order:

• AV to prevent known threats
• EDR for behavioral anomalies
• MDR or SOC to monitor and respond at scale
• Backup and disaster recovery (BDR) to ensure business continuity
• Security awareness training to prepare your team for AI-enhanced attacks

AI doesn’t replace the fundamentals — it depends on them. If your stack isn’t solid, any AI layer you add just creates more surface area for risk. Trustworthy AI starts with clear policies, clean data and a layered defense. Build that first, then scale with confidence.

Future-proofing your stack

AI isn’t optional anymore but adopting it without the right structure can do more harm than good. The key is using it wisely. That means building a security stack that combines AI-driven capabilities with human oversight, strong processes and ongoing client education.

By layering AI into proven frameworks, modern MSPs can deliver better protection, faster response and more resilient outcomes. It starts with the right foundation. Download the Datto security stack eBook to see how AV, EDR, and MDR work together to deliver smarter, layered, AI-ready protection that keeps you, and your clients, a step ahead.