AI Is A Junior, Not An Oracle
How I actually use AI in day to day MSP work, and where I do not.
There are two unhelpful camps on AI in IT. One says it changes nothing and is a toy. The other says it changes everything and your job is over. Both are wrong in the same way: they treat it as a finished thing rather than a tool you have to learn to wield.
The mental model that works for me is simple. Treat AI like a fast, tireless, slightly overconfident junior. Brilliant at first drafts. Excellent at boilerplate. Genuinely useful for turning a messy thought into a clean starting point. And never, ever to be trusted with the final word on something that matters.
Where it earns its place
Drafting customer emails that I then make sound like me. Turning a tangle of notes into a structured document. Explaining an unfamiliar error so I know what to verify. Writing the dull half of a script so I can focus on the half that needs judgement.
Where it does not
Anything irreversible. Anything touching patient data without a human checking. Anything where being confidently wrong is worse than being slow. A junior does not get the keys to production on day one, and neither does this.
Used that way, AI does not replace experience. It multiplies it. The value was never in typing faster. It was in knowing which answer is actually right, and that part is still ours.