‘AI Should Augment Human Decision-Making, Not Replace It’

‘With our technology, AI can only access and analyze data if our customers have opted in,’ says Nicole Reineke, distinguished product manager of AI strategy at N-able. ‘If you haven’t opted in, we’re not touching it. This is our baseline for ensuring data privacy and customer trust.’

N-able has created four pillars of AI with strict data privacy protocols to help guide MSPs that are building out their own AI frameworks.

The company’s latest MSP Horizons Report reveals that more than 75 percent of MSPs are currently utilizing AI in various business functions including marketing, human resources, customer service and code generation.

The Burlington, Mass.-based software vendor has outlined its four key pillars to help MSPs develop their own AI strategies.

“With our technology, AI can only access and analyze data if our customers have opted in,” Nicole Reineke, distinguished product manager of AI strategy at N-able, told CRN. “If you haven’t opted in, we’re not touching it. This is our baseline for ensuring data privacy and customer trust.”

The four pillars include data ethics and privacy; transparency and disclosure; AI impact on processes; and vendor and partner expectations.

Data ethics and privacy advises MSPs to establish protocols for data anonymization and security. Transparency and disclosure encompasses clear communication with customers about how AI is employed in services including detailed AI decision-making processes. AI impact on processes is a charge for MSPs to evaluate which processes should remain human-led to maintain the quality of customer interactions and decision-making. Vendor and partner expectations encompass setting clear performance, ethical and compliance standards for AI vendors.

“I am a firm believer in keeping humans in the loop,” said Reineke (pictured). “AI should augment human decision-making, not replace it. While certain tasks can be automated, we ensure that critical decisions still involve human review.”

N-able is also addressing potential future risks associated with AI.

“One major concern is the speed at which nefarious actors can exploit vulnerabilities,” she said. “AI’s ability to quickly detect and exploit weaknesses poses a significant threat and we must remain vigilant against such risks.”

N-able partner Brent Yax said he’s recently received a lot of questions from clients about data protection, security and transparency so N-able’s framework falls in line with what MSPs are being asked from customers.

“It’s essential to provide our clients with clear guidelines on AI, especially as they explore new technologies like ChatGPT and other generative AI tools,” Yax, CEO of Troy, Mich.-based MSP Awecomm, told CRN. “Many clients are diving into AI without fully understanding what it entails.”

One common issue he encounters is the use of AI tools for generating meeting notes.

“Clients often aren’t aware that their data might not be protected, which can be a significant risk if the meetings involve sensitive information,” he said.

With that, he said N-able’s reference material is “timely and necessary.”

“It helps us guide clients through the basics of AI, ensuring they have a solid understanding and proper safeguards before fully committing,” he said. “Clients are eager to adopt AI technologies, but there’s a critical need for education on data security and privacy. Providing them with fundamental knowledge will help them make informed decisions and avoid potential pitfalls.”

Originally Appeared Here