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Evolved Radio · Monday · 48 min

Using AI Safely At Your MSP - ERP142

Today we're talking about something every MSP is running into right now: how do you let your team actually use AI without turning your ticket data into someone else's training set. My guest today is Callen Sapien. Callen is currently building Synthreo, an AI infrastructure platform built specifically for MSPs and SMBs, and before that he was Chief Strategy Officer over at MSPbots. Here's how I've been framing this one. We spent a decade dragging our clients to the cloud. Then we spent a decade dragging them to security. And now our clients are dragging us into AI, whether we're ready or not. So today Callen and I are digging into how you actually give your whole team AI superpowers without blowing up your PII exposure in the process. This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP. (00:00) - AI Risk for MSPs (01:10) - Ticket Data and PII (03:18) - Three Safety Buckets (05:56) - Zero Data Retention (14:00) - Shadow AI in SaaS (15:54) - Protecting Process IP (19:41) - From Prompts to Agents (22:31) - Cloud vs Local Models (26:01) - Hallucinations and Guardrails (29:15) - Batching and Delegation (37:34) - Managed Intelligence Opportunity (41:21) - Synthrio Approach and Portability (44:13) - Governance and Back to Basics (46:49) - Wrap Up and Contact

0:00 · AI Risk for MSPs-48:03
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Today we're talking about something every MSP is running into right now: how do you let your team actually use AI without turning your ticket data into someone else's training set.


My guest today is Callen Sapien. Callen is currently building Synthreo, an AI infrastructure platform built specifically for MSPs and SMBs, and before that he was Chief Strategy Officer over at MSPbots.


Here's how I've been framing this one. We spent a decade dragging our clients to the cloud. Then we spent a decade dragging them to security. And now our clients are dragging us into AI, whether we're ready or not.


So today Callen and I are digging into how you actually give your whole team AI superpowers without blowing up your PII exposure in the process.

This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP.

  • (00:00) - AI Risk for MSPs
  • (01:10) - Ticket Data and PII
  • (03:18) - Three Safety Buckets
  • (05:56) - Zero Data Retention
  • (14:00) - Shadow AI in SaaS
  • (15:54) - Protecting Process IP
  • (19:41) - From Prompts to Agents
  • (22:31) - Cloud vs Local Models
  • (26:01) - Hallucinations and Guardrails
  • (29:15) - Batching and Delegation
  • (37:34) - Managed Intelligence Opportunity
  • (41:21) - Synthrio Approach and Portability
  • (44:13) - Governance and Back to Basics
  • (46:49) - Wrap Up and Contact
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