Time for some big ideas.
Techopedia argues that we may not be in an AI bubble after all. Two new studies indicate that generative artificial intelligence is achieving exponential growth in productivity, with models like ChatGPT and Claude Sonnet potentially operating autonomously for full eight-hour workdays by mid-2026. Evidence from firms like Bain & Company shows that early adopters of AI are experiencing performance improvements worth up to 20% of earnings within 18 to 36 months. Additionally, unlike the dot-com boom, today’s AI investments are being driven by profitable companies integrating technology into their operations, rather than speculative ventures. This shift, according to Goldman Sachs, suggests that earnings forecasts for AI leaders are rising alongside their valuations, indicating a more sustainable growth trajectory.
Howard Cohen, a frequent guest on the live show, sent me his recent article titled “You Are Already Agentic,” emphasizes the concept of agency within the context of IT service providers. He suggests that individuals already possess the necessary ambition, ability, authorization, and access to deliver valuable outcomes for their clients. The article highlights how the meanings of words like “partner” and “cloud” are changing, illustrating how terms evolve within the industry. The discussion then shifts to the role of artificial intelligence, proposing that AI tools can enhance productivity rather than replace human agency. According to the article, AI systems can autonomously perform tasks and help service providers manage their workloads, ultimately enabling them to focus on strategic initiatives.
Over on Cloud Tweaks, Artificial intelligence is increasingly impacting the information technology sector, yet it is simultaneously elevating the value of support jobs. As organizations adopt AI technologies, the demand for skilled support professionals who can navigate complex customer needs is growing. A recent report highlights that while automation may streamline certain processes, it cannot replace the human touch essential in customer service. According to a survey by the American Customer Satisfaction Index, companies that prioritize customer service are 60 percent more likely to retain customers, underscoring the enduring importance of support roles in an AI-driven landscape. This trend suggests that as AI systems become more prevalent, the expertise of support staff will be crucial in ensuring a high-quality customer experience.
Why do we care?
If AI’s not a bubble, what does that mean for how we invest our time, our talent, and our strategy? Are we at the start of a long productivity curve—or are we just seeing the early efficiency gains before the hard limits show up?
If Bain & Company is right that early adopters are seeing up to 20% earnings improvement, what happens when those gains compound—and competitors without AI support are left behind? How do MSPs and IT providers decide where to plug in AI for real business value rather than just hype?
Howard Cohen’s argument is that we already have agency—that we don’t need to wait for permission to act. So, how much of AI adoption is really a technology question… and how much is a mindset question? Are service providers waiting for tools to mature, or should they be building the human systems that make AI useful now?
And if AI is automating so much, why are support roles becoming more valuable, not less? What’s the human edge that clients still need and are willing to pay for? Could the future of AI-enhanced work actually elevate empathy, communication, and judgment—the very skills automation can’t replicate?
As AI systems start running “eight-hour workdays” autonomously, are we heading toward replacing labor—or toward freeing people to work smarter? And in that world, how do IT providers ensure that technology amplifies human impact instead of erasing it?