AI can suggest what a technician should investigate. But can it investigate the problem itself?

At MSP Summit in Orlando, Joey Pinz sits down with Mike Casey, CRO of FlowMind, to explore AI for MSPs through a practical lens: live diagnostics, better service desk intake, and measurable operational value.

Mike explains why historical documentation alone cannot tell the whole story when a customer’s Wi-Fi slows down or email starts landing in spam. He describes FlowMind’s approach to examining network, cloud, and security systems together, then returning findings to a PSA ticket while keeping a human involved in the final decision.

The conversation also examines technician development, customer satisfaction, and how MSP owners can evaluate potential savings using their own operational data. Beyond technology, Mike shares lessons from team sports, his changing career expectations, and a daily routine built around exercise and putting family first.

🌟 Top 3 Highlights:

🔍 Live diagnostics versus historical lookup: What Mike believes MSPs should ask before choosing an AI partner.

👥 Helping technicians grow: How guided intake can support newer engineers and improve information gathering.

📊 Measuring meaningful results: Why owners should examine time savings, ticket completion, and service capacity.