Brian Hoppe says AI is automating away Level 1 and dispatch work at MSPs. At Integrus, most of those tasks already run on AI agents and automated workflows. Within two to three years, he expects those support roles to largely vanish, replaced by AI or self-service tools.
I think we're going to look very different in 5 years. I would say less than— I'd say in 2 years, we're going to look very different because it's already shifting. Even for us, it's shifting very dramatically. Automation was the first accelerator, and I think— but automation's been around for a long time. It's just the tools have gotten really good in the last couple of years. And AI, obviously, just builds on top of automation. It allows you to automate the automations in many regards and make them more Just smarter and less variables that— so the AI just answers the variables for you and makes them— so then it turns them into agentic AI. And so I think level 1 support already at Integrus, the vast majority of our level 1 and dispatch type stuff we're addressing with automation and we're writing agents for. So I think in 2 to 3 years, our level 1, even our level 1.5 folks, we will hopefully have shifted them off of those mundane, like, no one wanted to do these things, tasks, those, those will have either all shifted to agents, automation, or self-help, like they can just take care of themselves.
