The Rise of Digital Workers: The Key Role of MSPs in Getting Them “Hired” by SMBs
Your clients are about to start hearing a new term that best describes the AI age equivalent of “staff augmentation”: "digital workers."
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The Digital Worker
Not a new term for “AI Agent” as much as an important way of thinking about them and the role they play in your customers’ operations. You’ve heard them defined as systems that don’t just answer questions. They plan, reason, and act. They connect to your client’s ticketing system, their CRM, their financial platform. They execute workflows. They operate.
New is What You Do for a Living
One core concept that I always include in any training I give is to remind everyone that it is not what is, nor how it works. It’s all about what it does.
As such, whenever a significant new technology wave hit the SMB market over the years, the MSPs who thrived weren’t the ones who became experts in the technology itself. They were the ones who became experts in deploying it responsibly. That demanded consultative services starting with the initial consulting and design of the solution, the architecting of the data structures, the application of business operating acumen, skills in adult learning, and ongoing support that includes operational advice and guidance.
When virtualization arrived, somebody had to design the architecture, manage the dependencies, and make sure nothing critical fell through the cracks. When cloud came, somebody had to figure out what moved, what stayed, what the compliance implications were, and how to keep it all observable and secure.
That somebody was you. Always you.
Implementing AI agents, the new digital workers, is no different. And the requirements are identical: governance, workflow integration, observability, compliance, and security.
Those aren’t afterthoughts in an AI deployment. They’re the key to successful deployment.
