Guest Introduction
Gray Knowlton, EVP of Research and Development at Kaseya, joins Rob Scott for one of the most forward-looking conversations on AI in the MSP space. Gray leads the engineering and product teams responsible for building AI-driven innovation into Kaseya's platform, from the underlying architecture to the features that MSPs interact with daily. His perspective sits at the intersection of engineering leadership and practical product design, making him uniquely positioned to explain not just where AI is going but how it will actually show up in the tools MSPs use.
What We Cover
What Are Agentic Workforces and How Will They Change MSPs?
Gray describes a future where AI agents handle the execution of routine tasks and people shift into leadership and oversight roles. He explains what "agentic" workforces look like in practice: AI systems that can take action autonomously within defined boundaries, while humans set direction and handle exceptions. For MSPs, this means technicians spending less time on repetitive work and more time on the complex, high-value problems that clients actually pay for.
How Is Kaseya Building AI Into Its Platform Safely?
Gray walks through Kaseya's engineering practices for incorporating AI responsibly. He emphasizes that safety and compliance must be designed into AI systems from the start, not bolted on after launch. The conversation covers how Kaseya balances the speed of AI innovation with the reliability and security that MSPs require, and why cutting corners on safety creates downstream risk that is difficult to unwind.
How Should MSPs Prepare Their Teams for AI-Augmented Workflows?
Gray argues that MSPs need to start preparing their teams now, before the tools fully arrive. This means rethinking roles, investing in training, and building a culture that sees AI as a force multiplier rather than a threat. He explains why the companies that treat AI as a leadership and culture challenge will outperform those who see it as purely a technology decision. The shift is not just about adopting new tools; it is about reshaping how teams work together.
What Does the Next Wave of MSP Automation and Compliance Look Like?
The conversation explores the next generation of automation and compliance tools coming to the MSP space. Gray previews how AI will handle increasingly complex workflows, from intelligent ticket routing to automated compliance checks. He connects this to the broader industry trend of MSPs being expected to do more with the same or fewer resources, and explains why automation is not optional for MSPs that want to stay competitive.
Why This Matters for MSPs
AI is not a distant future for managed services. It is already reshaping how platforms are built, how teams operate, and how MSPs deliver value to their clients. This episode provides a concrete look at what is coming from one of the largest platform vendors in the channel. MSPs that start preparing now, investing in team readiness, rethinking workflows, and choosing AI-forward tools, will have a significant advantage over those that wait. Gray's message is clear: the MSP industry is entering the AI era, and the question is not whether it will change your business but whether you will be ready when it does.
About the Show
Talk Tech with Rob Scott is a podcast series from Monjur where CEO Rob Scott sits down with MSP industry leaders to explore the strategies, tools, and trends shaping managed services. New episodes are published regularly on YouTube. Subscribe to stay ahead of what is next in the MSP channel.
