From Hype to Help: Turning AI and Automation into Real MSP Value
Oct 23, 2025
AI isn’t the future of managed services — it’s already here.
From Microsoft Copilot to workflow automation and predictive analytics, MSPs are under growing pressure to “get on board” with artificial intelligence. But between vendor noise and real operational challenges, one question remains:
How do you turn AI from a buzzword into actual business value?
During a recent episode of The Cool Kids Table Podcast, Helpt co-founders Matthew Pincus and David Sohn sat down with Jim Spignardo, Head of Cloud Strategy and AI Enablement at ProArch, to unpack that very question.
Jim shared what it looks like to move beyond hype, implement AI where it truly helps, and balance automation with the human insight clients still crave.
What You’ll Learn in This Blog
Why MSPs still struggle to adopt AI effectively
How to use AI to create measurable outcomes (not just buzz)
The importance of human oversight in AI-driven operations
Practical takeaways from ProArch’s AI enablement journey
How Helpt’s human-first model complements intelligent automation
The AI Pressure Cooker
The AI conversation has exploded. MSPs are feeling it from every direction: vendors promising instant productivity, clients asking if AI will make support faster, and internal teams wondering what it means for their jobs.
As Jim Spignardo pointed out in the episode, “You can’t just drop AI into your stack and expect it to magically fix everything. It takes structure, context, and a human lens.”
That’s where many MSPs find themselves today — not doing it wrong, but navigating the growing pains of change.
They often:
Overcommit to automation before their data is ready
Underinvest because they fear losing the “human touch”
Or use AI reactively, not strategically
Automation Without Understanding = Noise
AI tools can absolutely improve service delivery, but only if you know what problems you’re solving.
Jim explained how ProArch approaches AI adoption: start small, focus on real workflows, and tie every implementation back to measurable outcomes.
That might mean:
✔ Using AI to summarize tickets and accelerate resolution time
✔ Leveraging Copilot to streamline documentation or client communication
✔ Automating recurring low-value tasks so engineers can focus on higher-level projects
What it shouldn’t mean is replacing your people.
According to Salesforce’s State of the Connected Customer Report, 66% of customers expect companies to understand their unique needs and expectations. AI can help you meet that expectation, but only if it amplifies, not replaces, your human expertise.
The Human Advantage Still Wins
Jim summed it up perfectly: “AI should never be your frontline. It is your co-pilot.”
That mindset matters because clients do not just want speed; they want understanding. They do not just want automation; they want accountability.
And the data backs it up. Forrester’s Customer Experience Index 2023 found that companies leading in CX grow revenues 4–8% faster than their peers.
At Helpt, we see this balance play out every day. MSPs who pair smart automation with empathetic, always-on support achieve:
Higher CSAT scores
Faster ticket resolution
Better client retention
That is not AI replacing people. It is AI empowering them to deliver better service. For more on how the human touch transforms tech support, read Beyond Bots: The Human Advantage in Help Desk Support
What MSPs Can Learn from ProArch’s Approach
Jim’s perspective highlights three key takeaways for MSPs:
Start with a use case, not a trend. Identify where inefficiencies exist and automate those pain points first.
Treat AI like an intern. It needs oversight, context, and clear guidance to perform well.
Lead with people. AI can make your team more efficient, but empathy, communication, and trust are what make your service unforgettable.
To underscore the urgency, Forrester’s US CX Index Blog (2023) notes that customer-experience quality declined for 19 percent of brands. That drop shows how automation without empathy can weaken loyalty and client trust.
AI and Human Support: A Stronger Together Model
AI is here to stay, but MSPs who treat it as an enhancement, not a replacement, will be the ones who win.
If your team is still stuck reacting instead of anticipating, explore Why Reactive Support Is Costing You More Than You Think to learn how to shift toward proactive, scalable support.
At Helpt, we share ProArch’s belief that support must remain human-first, powered by technology that enables people to do their best work.
That’s why our 24x7, U.S.-based live technical team integrates seamlessly into your workflows, handling calls, triage, and tickets while your engineers focus on innovation, cloud strategy, and strategic projects like AI enablement.
You don’t have to choose between efficiency and empathy. You can have both.
👉 Learn more about Human-First Support and how Helpt empowers MSPs to deliver The Human Upgrade.
References
AI isn’t the future of managed services — it’s already here.
From Microsoft Copilot to workflow automation and predictive analytics, MSPs are under growing pressure to “get on board” with artificial intelligence. But between vendor noise and real operational challenges, one question remains:
How do you turn AI from a buzzword into actual business value?
During a recent episode of The Cool Kids Table Podcast, Helpt co-founders Matthew Pincus and David Sohn sat down with Jim Spignardo, Head of Cloud Strategy and AI Enablement at ProArch, to unpack that very question.
Jim shared what it looks like to move beyond hype, implement AI where it truly helps, and balance automation with the human insight clients still crave.
What You’ll Learn in This Blog
Why MSPs still struggle to adopt AI effectively
How to use AI to create measurable outcomes (not just buzz)
The importance of human oversight in AI-driven operations
Practical takeaways from ProArch’s AI enablement journey
How Helpt’s human-first model complements intelligent automation
The AI Pressure Cooker
The AI conversation has exploded. MSPs are feeling it from every direction: vendors promising instant productivity, clients asking if AI will make support faster, and internal teams wondering what it means for their jobs.
As Jim Spignardo pointed out in the episode, “You can’t just drop AI into your stack and expect it to magically fix everything. It takes structure, context, and a human lens.”
That’s where many MSPs find themselves today — not doing it wrong, but navigating the growing pains of change.
They often:
Overcommit to automation before their data is ready
Underinvest because they fear losing the “human touch”
Or use AI reactively, not strategically
Automation Without Understanding = Noise
AI tools can absolutely improve service delivery, but only if you know what problems you’re solving.
Jim explained how ProArch approaches AI adoption: start small, focus on real workflows, and tie every implementation back to measurable outcomes.
That might mean:
✔ Using AI to summarize tickets and accelerate resolution time
✔ Leveraging Copilot to streamline documentation or client communication
✔ Automating recurring low-value tasks so engineers can focus on higher-level projects
What it shouldn’t mean is replacing your people.
According to Salesforce’s State of the Connected Customer Report, 66% of customers expect companies to understand their unique needs and expectations. AI can help you meet that expectation, but only if it amplifies, not replaces, your human expertise.
The Human Advantage Still Wins
Jim summed it up perfectly: “AI should never be your frontline. It is your co-pilot.”
That mindset matters because clients do not just want speed; they want understanding. They do not just want automation; they want accountability.
And the data backs it up. Forrester’s Customer Experience Index 2023 found that companies leading in CX grow revenues 4–8% faster than their peers.
At Helpt, we see this balance play out every day. MSPs who pair smart automation with empathetic, always-on support achieve:
Higher CSAT scores
Faster ticket resolution
Better client retention
That is not AI replacing people. It is AI empowering them to deliver better service. For more on how the human touch transforms tech support, read Beyond Bots: The Human Advantage in Help Desk Support
What MSPs Can Learn from ProArch’s Approach
Jim’s perspective highlights three key takeaways for MSPs:
Start with a use case, not a trend. Identify where inefficiencies exist and automate those pain points first.
Treat AI like an intern. It needs oversight, context, and clear guidance to perform well.
Lead with people. AI can make your team more efficient, but empathy, communication, and trust are what make your service unforgettable.
To underscore the urgency, Forrester’s US CX Index Blog (2023) notes that customer-experience quality declined for 19 percent of brands. That drop shows how automation without empathy can weaken loyalty and client trust.
AI and Human Support: A Stronger Together Model
AI is here to stay, but MSPs who treat it as an enhancement, not a replacement, will be the ones who win.
If your team is still stuck reacting instead of anticipating, explore Why Reactive Support Is Costing You More Than You Think to learn how to shift toward proactive, scalable support.
At Helpt, we share ProArch’s belief that support must remain human-first, powered by technology that enables people to do their best work.
That’s why our 24x7, U.S.-based live technical team integrates seamlessly into your workflows, handling calls, triage, and tickets while your engineers focus on innovation, cloud strategy, and strategic projects like AI enablement.
You don’t have to choose between efficiency and empathy. You can have both.
👉 Learn more about Human-First Support and how Helpt empowers MSPs to deliver The Human Upgrade.
References
Stop Answering Calls.
Start Driving Growth.
Let Helpt's US-based technicians handle your support calls 24x7 while your team focuses on what matters most.
Stop Answering Calls.
Start Driving Growth.
Let Helpt's US-based technicians handle your support calls 24x7 while your team focuses on what matters most.
Stop Answering Calls.
Start Driving Growth.
Let Helpt's US-based technicians handle your support calls 24x7 while your team focuses on what matters most.
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