Artificial intelligence (AI) is redefining the SMB market. From automating administrative tasks to improving customer service and decision-making, the promised gains in efficiency and productivity have left businesses eager to capitalize on AI. Yet whilst AI adoption is accelerating among SMBs, not all MSPs have responded to this demand by productizing AI as a service. MSPs vary widely in scale, technical capabilities and maturity. Now, AI is creating a further division, drawing a line between providers that are evolving into strategic AI advisors and those that remain focused solely on traditional IT support. The most successful MSPs are providing customers with support by helping them navigate the complexities of AI adoption, guiding them through security, governance and user enablement, while others are struggling to adapt to increasing demand, taking a more hands off approach to AI. For SMBs seeking real value from AI, that distinction now matters more than ever. SMB customers, quite simply, need more than deployment. Purchasing a Microsoft Copilot or other AI platform license is fairly straightforward, yet the real value lies in how these licenses can unlock long-term business value. Most SMBs can see the potential benefits of AI, but they lack clear understanding of how they can optimize rollout, implementation and ongoing usage of it. Practical questions that extend beyond AI implementation often lie unanswered. How should AI be used within different departments? Which business processes should be priorities? What data can AI safely access? by Christian Nagele The Right Side of AI AI is creating a divide in the MSP market, and the gap is widening AI & AUTOMATION 16 CHANNELVISION | SUMMER 2026
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