Artificial intelligence and consumer-grade expectations are colliding at the heart of managed-service-provider support. As clients demand the speed and simplicity they enjoy in retail apps, MSPs are being forced to ask a stark question: Is the traditional service desk already obsolete?

In a pioneering move, Shopify CEO Tobi Lütke now requires employees to prove that artificial intelligence can’t outperform humans before new hires are made. This policy shift underscores the company’s commitment to integrating AI into its operations and may signal a broader industry trend.