In this episode of The Q&AI Podcast, Bob Friday sits down with Jon Lloyd, Field CTO at CBTS, to explore how Managed Service Providers (MSPs) are evolving in the age of AI. From the shift to dynamic, post-COVID enterprise networks to the rise of agentic AI, Jon shares how CBTS is helping customers navigate complexity, trust AI-driven insights, and build toward autonomous operations. Tune in as they discuss the role of AIOps, the future of agentic AI services, and why AI should be seen as an enabler—not a competitor—for MSPs and enterprises alike.
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Key points covered:
The evolving role of MSPs: How post-COVID enterprise networks demand continuous optimization and real-time responsiveness
AI as an enabler, not a replacement: Using AIOps and LLMs to enhance service delivery, reduce ticket volume, and improve SLAs
Building trust in AI: Why transparency, verification, and human oversight remain critical in enterprise AI adoption
Agentic AI as a service: How CBTS is helping enterprises move from generative AI to autonomous agents—securely and privately
The future of cloud AIOps: Predictions on consolidation, standardization, and the next phase of intelligent automation
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Where to find Jon Lloyd
LinkedIn – https://www.linkedin.com/in/jonathan-lloyd-a3828331/
Where to find Bob Friday
LinkedIn – https://www.linkedin.com/in/bobfriday/
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1. Introduction and guest background
Welcome and introduction of John Lloyd from CBTS, overview of managed service providers and John’s experience. 0:04
2. Impact of COVID on enterprise networking
Discussion on how COVID changed network dynamics, remote work, and the need for constant optimization. 1:49
3. Role of AI in managed services
Exploration of AI as an enabler for MSPs—not a replacement for people—and how AI improves ticket resolution and SLAs. 3:33
4. Building trust in AI and MSPs
Addressing enterprise concerns about trusting AI and MSPs and the importance of transparency and verification. 5:40
5. Autonomous systems and human intervention
Analogies with self-driving cars, highlighting the need for human oversight in AI-driven systems. 8:06
6. Agentic AI: definition and enterprise adoption
Explanation of agentic AI, its evolution, and how enterprises are moving towards private, governed AI solutions. 11:29
7. Convergence of application and network monitoring
Discussion on combining application and network data for better user experience and proactive support. 12:55
8. Future vision: AI Ops and industry trends
Predictions for consolidation, standardization, and governance in AI Ops over the next five years. 14:48
9. Final thoughts and MSP strategy
Advice for choosing MSPs with a positive AI strategy and a summary of business benefits. 15:49
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