CompTIA’s From Promise to Profit YouTube series examines the most popular uses of AI and IoT. Guest experts provide guidance on how to implement these technologies into a MSP business model. The internet of things and artificial intelligence are two of the most promising areas in IT today. Managed service providers need to be able to answer customer questions and provide solutions that incorporate these technologies as they grow in demand. Many are unsure how to use these technologies to increase their competitiveness.
CompTIA’s YouTube series From Promise to Profit features Khali Henderson (CompTIA’s Emerging Technology Community) and Greg Plum (CompTIA’s Emerging Technology Community), who discuss popular use cases for AI/IoT with guest specialists, and provide guidance on how to implement them in an MSP business model. Here’s a closer look:

How to implement AI into chatbots & digital assistance solutions
The use of AI to empower businesses in an omnichannel environment is a topic that is constantly being discussed. Although it may sound like the answer to all your company problems, there are many things you need to consider before you implement AI and chatbot technology.
Mady Mantha is the head of product marketing at Rasa. She discusses when chatbots are most effective and what to watch out for if your company plans to use them. Chatbots can be very useful for automating repetitive tasks, helping in search, and creating an omnichannel customer service experience. However, they are not the answer to all your problems. T-Mobile was a great example of a company that used chatbots to communicate with customers and reduce wait times. She notes that conversational AI is a great way of providing a superior customer experience. “Customers want to hear and be understood immediately, but it is important to temper expectations.”
Mady suggests that you use a data-driven approach to implement chatbots.

How to implement IoT Technologies to Manage Smart Buildings
Sensors and other devices used to manage spaces are an old technology. However, IoT is now allowing for a connection between these devices powered by algorithms, AI technology and the cloud to create smart buildings.
Strategy of Things senior partner Benson Chan offers expert advice on how to make your office or other facility more efficient. He says that smart buildings are all about the tenant. “There are certain experiences that you want when you visit a building. Technology can enhance those experiences.” Smart buildings combine technology to increase efficiency and comfort. Chan suggests three things to anyone who wants to implement smart buildings.
Look out for opportunities to upgrade your infrastructure.
Your offering should be centered around safe buildings and not smart buildings. This is because your audience may have preconceived ideas about scale or cost.
Concentrate on integration opportunities.

How to use AI to improve CRM and customer service
Another important use case for AI is CRM optimization to improve customer service. MSPs are using AI to bring together all data through a single CRM system. This provides a holistic view of customer information and touchpoints, enabling the same experience across all sales channels.
Ray Orsini is the CEO of OIT. He recommends that businesses use AI in order to provide uniformity for customers. MSPs should identify the different types of clients to be able to create one solution and then re-deploy it to other clients in the same vertical. He suggests that MSPs find data and translate it into business processes. He says, “Regardless of the tool you use, the ability to analyze data to make meaningful decisions is something I’d love to see more of in my industry.”

How to manage customer fleets using IoT
Since the beginning, managing fleets has been a necessity in business. Vehicle management has always been about increasing productivity and safety. The IoT has expanded our capabilities to allow us to combine data to improve both of these categories. Robert Forget, Aware 360’s CTO, comments, “We no longer have to choose between safety and productivity as technology improves.” “We can now do both simultaneously.”
MSPs can use IoT for fleet management beyond vehicles. They can now manage drivers and the environment around them. One MSP uses technology found in smartphones and other data sources to identify drivers who are too tired to drive. It also develops alert systems to warn of potential dangers to fleet vehicles. “We’re