By Vince Kent, CTO at Lyra
Technology Group
What would your business look like if every employee had access to an
always-on AI agent that answered questions, streamlined tasks, and evolved alongside
your organization?
In the early 2000s, during a job interview, I was asked what my best
skill was. My answer-“Google”-made everyone in the room laugh. For
those of us who remember the early days of the internet, it’s clear why.
Contextual search wasn’t strong back then and finding information quickly and
correctly required articulating your intent with precision.
What an exciting time we live in now! The technology we once dreamed of
isn’t just possible anymore-it’s a reality shaping our daily lives. Large
Language Models (LLMs) have become so integral to my daily life that I can’t
imagine working without them. Just this week, GPT assisted me with everything
from brainstorming a business name and designing a logo to drafting legal
documents and developing strategic plans. As I was speaking with multiple
industry professionals, many times during the conversations, I thought, “I
cannot wait to provide this context to GPT and get its feedback on these
statements,” because I knew they would come without bias.
Yet, despite these advancements, I often speak with people who haven’t
embraced even consumer-grade models, let alone recognized the transformative
opportunities this new digital labor market offers.
A close friend recently reminded me of a 90s TV show, Merlin. The
progression of the wizard-in-training from motion (typing on keyboards) to
voice (speaking to AI) and finally to thought (Neuralink-like potential)
mirrors the evolution of AI itself. This analogy encapsulates the technological
leap we’re experiencing, powered by Agentic AI.
The Future of the
Jobs Market in an AI-Driven World
The rapid adoption
of AI is reshaping industries and redefining workforce dynamics. Here are key
trends and projections that MSPs should consider:
- AI’s Impact on Jobs by 2030:
- AI and information processing
technologies are expected to create 11 million new jobs while displacing
9 million, resulting in a net gain of 2 million jobs (WEF,
Future of Jobs Report 2025). Big data specialists and AI/ML experts
top the list of fastest-growing roles. - Broader Job Market Trends by 2027:
- Across all industries, the
global labor market could see a net loss of 14 million jobs as
automation, demographic shifts, and other macrotrends drive job churn (WEF,
Future of Jobs Report 2023). - Upskilling and Workforce Shifts:
- 75% of organizations plan to
upskill employees to collaborate with AI technologies. - 50% of companies anticipate
reorienting operations around AI opportunities, while 40% expect
workforce reductions driven by automation (WEF, Future of Jobs Report
2025). - Sector-Specific Disruption:
- Tech Sector: Mark Zuckerberg predicts
midlevel engineering roles will soon be automated, with AI assuming all
coding tasks eventually (Joe Rogan Experience, Episode #1863). - Finance Sector: Bloomberg Intelligence
forecasts up to 200,000 Wall Street jobs may be lost within 3-5 years due
to AI, contributing to an estimated 17% increase in banking profits (Bloomberg
Intelligence, January 2025).
What This Means for
MSPs:
These trends present both challenges and opportunities. MSPs can:
- Lead Upskilling Initiatives: Help clients prepare employees
for AI-enhanced roles. - Deliver AI Solutions: Integrate AI tools into
business operations to drive efficiency and scalability. - Adapt to Workforce Changes: Position themselves as partners
to navigate automation’s impact while creating new value for businesses.
As AI transforms the
workforce, MSPs have a unique opportunity to harness these trends to both
enhance their internal operations and deliver cutting-edge solutions to
clients.
Using AI Agents to Build Smarter MSP Operations
Internally, Managed Service Providers (MSPs) face relentless pressure to
improve outcomes while controlling costs. AI agents offer a lifeline by
automating repetitive tasks, reducing response times, and enabling staff to
focus on strategic initiatives. Here are some impactful examples:
- Data
Hygiene/Dispatch Agents
One of the biggest challenges for MSPs is ensuring consistent data entry
to enable accurate reporting. AI Dispatch Agents can align and organize
data as it arrives from clients and after technicians complete their work,
ensuring consistent, accessible analytics and billing. - Support Agents
Routine tasks, such as password resets and basic troubleshooting, can be
automated by AI agents. This reduces technician workloads, accelerates
resolution times, and enhances end-user satisfaction. - Backoffice
Agents
AI agents can analyze vast operational datasets, uncover inefficiencies,
and recommend actionable improvements. They also handle routine tasks like
booking, payroll, and generating detailed client reports, freeing up the
vCIO team to focus on strategic goals. - Customer
Self-Service Agents
With demographic shifts and a more tech-savvy customer base, there is a
growing demand for self-service options. AI agents can deliver efficient,
self-service solutions that eliminate the need for time-consuming phone or
email exchanges. By providing quick, automated resolutions, MSPs can meet
customer preferences while improving quality and efficiency-two sides of
the same coin.
Embedding AI agents into daily workflows allows MSPs to operate leaner,
faster, and more predictably-all while maintaining top-tier service for
clients.
Tapping into the Opportunity to Sell AI Agents as the New Digital
Workforce
The external opportunities for MSPs are equally compelling. Businesses
are increasingly seeking ways to streamline operations and boost productivity,
and they’re looking to technology partners for help. Here’s how MSPs can tap
into this demand:
- Off-the-Shelf
AI Solutions
Many businesses lack the time or expertise to explore AI solutions. MSPs
can bridge this gap by offering ready-made agents from platforms like
HubSpot, Salesforce, and Intuit. These off-the-shelf solutions provide
immediate value to clients, allowing businesses to focus on core
operations while relying on secure, managed environments that protect
their data. MSPs can enhance their value by ensuring these agents
integrate seamlessly and adhere to the highest data privacy and security
standards. - Custom
Integrations in Secure Environments
For businesses with unique needs, MSPs can tailor AI implementations to
fit specific requirements, such as integrating AI agents with client
databases or line-of-business applications. Deploying these solutions in
secure environments ensures that proprietary company data remains private
and protected while enabling employees to access up-to-date and relevant
knowledge quickly. These AI agents act as personal assistants for
employees, reducing time spent searching for information and improving
overall productivity. As the AI learns and adapts, it becomes more
powerful and useful over time, creating a continuously evolving asset for
the organization. - Agent-to-Agent
Communications
As technology evolves, the interaction between AI agents themselves opens
new possibilities. Instead of relying solely on human-mediated processes
or APIs, AI agents can exchange information directly. For example, a
HubSpot agent could pass relevant data directly to a QuickBooks agent,
streamlining workflows without needing to understand underlying data
structures. MSPs can play a critical role in configuring and managing
these interactions to ensure efficiency and reliability in business
operations. - Recurring
Services
As AI agents become integral to business operations, MSPs can bundle
services to support both human and digital workforces. By offering managed
services for AI agents, MSPs can position themselves as trusted advisors,
ensuring these digital employees continue to deliver value over time.
Additionally, ongoing updates and optimization of AI agents in secure
environments ensure that they remain effective and aligned with the
business’s evolving needs.
By empowering businesses with these solutions, MSPs can strengthen client
relationships, deliver measurable ROI, and unlock new revenue opportunities in
the rapidly growing digital workforce market.
Why MSPs Need to Act Now
AI technology is advancing at an unprecedented pace. Businesses that fail
to adopt it risk falling behind, but for MSPs, this represents a tremendous
opportunity. Leveraging AI internally can streamline operations, enhance
efficiency, and reduce costs. Offering AI solutions externally positions MSPs
as indispensable partners in their clients’ digital transformation journeys.
The analogy from Merlin perfectly captures this moment. Just as
the wizard-in-training transitioned from motion to voice to thought, we’re
witnessing a shift from traditional labor to digital labor powered by AI
agents. The potential is vast: MSPs can cut costs, improve performance, and
open new revenue streams.
How could you lead the charge in helping your clients harness the power
of AI agents to transform their business processes?
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ABOUT THE AUTHOR
As CTO of Lyra Technology Group, Vince Kent brings over
two decades of technology leadership and entrepreneurial success to the team.
Prior to joining Lyra, Vince founded cloudIT, LLC, where he grew the company
into a nationally recognized MSP with locations across seven states. Under his
leadership, cloudIT earned repeated recognition for its rapid growth and
industry leadership, securing spots on the Channel Futures MSP 501 and Inc.
5000 lists multiple times.
Vince’s journey from Kansas roots to technology executive
has been marked by a commitment to building strong company cultures, fostering
innovation, and delivering exceptional customer experiences. His expertise in
scaling IT service platforms and driving operational excellence stems from his
extensive background in telecom, sales engineering, and managed services.
Beyond technology, he’s passionate about mentoring the next generation of tech
leaders and building lasting client relationships.
