New IT Services for SMBs and Midmarket firms in the Age of AI PCs – Techaisle Report

A study by global IT research firm Techaisle found that PC maintenance and support consumes 77% of SMB IT staff time. Digging deeper into time spent on PC lifecycle management, the research finds that 57% of the time is allocated to deployment and repairs, with an additional 15% allocated to software-related management issues and 9% to OS migrations. These statistics indicate that basic PC-related maintenance tasks consume more than one in every three SMB IT staff hours.

The rise of AI is revolutionizing workplaces across industries. As AI capabilities continue to evolve, businesses are increasingly adopting this technology to enhance productivity and gain a competitive advantage. A key area of this transformation is the emergence of AI PCs. According to Techaisle data, AI PCs are poised for significant growth, with 14% to 28% of all PC purchases in 2025 expected to fall into this category, depending on the business size. This rapid adoption presents both challenges and opportunities for channel partners, MSPs, and PC OEMs responsible for supporting and servicing AI PCs. While 48% of SMBs and midmarket firms anticipate reduced support needs with AI PCs, they are also concerned that new service requirements are emerging. This necessitates a shift in service offerings to effectively address the unique needs of AI-powered devices and their users.

A recent Techaisle survey of 2,000 businesses revealed some key insights into the evolving needs of SMB services in the age of AI PCs. Most respondents (64%) believe performance optimization will be a critical service requirement. This is not surprising, as AI PCs often handle complex tasks and large datasets, demanding high levels of processing power and efficient resource management. IT service providers will need to develop specialized expertise in AI performance optimization to ensure that these devices operate at peak efficiency and deliver the expected business value.

The introduction of Dell AI Studio, Lenovo AI Now, and HP AI Companion marks a significant shift in PC capabilities, creating new demands for specialized support and services within businesses. These AI-powered tools are designed to enhance productivity, streamline tasks, and provide personalized experiences, but they also introduce complexities that many organizations may not be prepared to handle. As businesses adopt these AI-enhanced PCs, IT departments will need to develop new skills and expertise to manage and troubleshoot AI-related issues. This includes understanding how to optimize AI models for specific business needs, ensuring data privacy and security when using local AI agents, and managing the integration of AI tools with existing enterprise applications. Additionally, SMBs and midmarket firms may need to create new roles or teams dedicated to AI PC management, focusing on AI model curation, performance optimization, and user training. These changes will likely lead to an increased demand for AI-specific IT support services, specialized training programs for staff, and potentially new partnerships with AI consultancy firms to help businesses fully leverage the capabilities of their AI-enhanced PC fleets.

Another key service requirement identified by the survey is AI software deployment and management (56%). As AI capabilities become more integrated into various applications and workflows, businesses will need assistance deploying, configuring, and managing AI software. This includes installing AI apps, configuring AI models, and ensuring seamless integration with existing IT infrastructure. IT service providers can play a crucial role in helping businesses navigate the complexities of AI software adoption and maximize its benefits. Integrating Large Language Models (LLMs) into personal computers (PCs) is an emerging trend driven by advancements in hardware and software. NVIDIA, for instance, has introduced tools that accelerate LLM inference and development on their RTX systems, empowering developers to create AI applications that run directly on these PCs. Similarly, Intel is actively integrating LLM support into their latest processors, such as the Core Ultra, positioning them as platforms for efficient LLM inferencing. The widespread adoption of LLMs on PCs will necessitate the development of new support services. This includes robust local model management systems that facilitate the downloading, updating, and efficient storage of LLM models on individual devices. Leveraging specialized hardware like Neural Processing Units (NPUs) and optimized GPUs will be crucial for accelerating AI tasks and minimizing power consumption.

Moreover, innovative memory solutions like LPCAMM are being explored to enhance power efficiency during LLM inferencing workloads. The emergence of software frameworks like IPEX-LLM and llama.cpp is also vital, as they enable efficient LLM execution on consumer-grade hardware. Integrating LLM capabilities into existing applications, such as productivity tools and creative software, will require dedicated services to ensure seamless and user-friendly experiences.

Security is also a top concern for SMBs adopting AI PCs. The survey found that 49% of respondents believe that on-device security will be a critical service requirement. This is due to the sensitive nature of the data and AI models processed on these devices. IT service providers will need to implement robust security measures to protect against cyber threats and ensure the confidentiality and integrity of business data. This may involve deploying advanced security solutions, implementing access controls, and providing regular security assessments and updates.

OpenAI has recently unveiled Operator, an AI agent designed to complete multi-step tasks autonomously. Currently available as a research preview within the ChatGPT Pro tier, Operator showcases impressive capabilities such as ordering groceries, booking flights, and filling out online forms. This remarkable functionality is powered by CUA, a cutting-edge model built upon the foundation of GPT-4. Operator also leverages a built-in browser to navigate the web and execute actions, significantly expanding its reach and capabilities. While OpenAI has incorporated data protection features and customization options, the emergence of such powerful autonomous agents raises crucial questions about user privacy and security.

Similarly, Perplexity AI has introduced Perplexity Assistant for Android devices (on PCs using an Android emulator), an AI agent capable of executing multi-step tasks independently. This versatile assistant can perform various functions, including setting reminders, planning activities, requesting rides, and searching for songs. Furthermore, Perplexity Assistant utilizes the device's camera to assist with tasks like finding nearby restaurants, enhancing user-friendliness and real-world applicability.

The arrival of these sophisticated AI agents necessitates a fundamental re-evaluation of PC and device security measures. Traditional security approaches, primarily focused on malware and external threats, may not adequately address the unique challenges posed by autonomous AI agents. As these agents interact with online services and handle sensitive user data, robust encryption, and secure authentication are crucial to prevent data breaches and unauthorized access. Furthermore, the potential for account hijacking and misuse necessitates strong password management, multi-factor authentication, and granular access controls.

With AI agents becoming integral to operations, SMBs and midmarket firms face an unprecedented identity and access management challenge. Traditional IAM frameworks, designed primarily for human users, will prove insufficient in environments where AI agents regularly interact with systems and data alongside human employees. The threat of malicious AI agents engaging in activities like identity theft or financial fraud demands advanced threat detection and response mechanisms, including AI security solutions. While AI agents aim to assist users, unforeseen consequences can arise from their autonomous actions. Therefore, user oversight and intervention mechanisms, such as clear audit trails and easy-to-use cancellation features, are essential to mitigate potential risks and ensure responsible AI agent usage.

The survey also highlighted the importance of user training in successfully adopting AI PCs. A significant percentage of respondents (45%) believe that educating users on interacting with AI-driven systems will be a critical service requirement. As AI becomes more pervasive in the workplace, employees must be equipped with the knowledge and skills to utilize AI tools and applications effectively. IT service providers can play a key role in delivering user training programs that cover topics such as AI fundamentals, best practices for using AI tools, and troubleshooting common issues.

Finally, the survey revealed that energy efficiency is a growing concern for SMBs adopting AI PCs. With AI workloads often requiring significant processing power, energy consumption can be an important factor. The survey found that 42% of respondents believe optimizing power management will be a critical service requirement. IT service providers can help businesses optimize power consumption by implementing energy-efficient hardware and software solutions and providing guidance on best practices for managing power usage.

Call to Action for PC OEMs and Channel Partners

The rise of AI PCs presents a significant opportunity for channel partners and PC OEMs. To capitalize on this market, they must address the evolving needs of businesses in the age of AI by developing specialized support services encompassing AI performance optimization, software deployment and management, on-device security, user training, and energy efficiency optimization. This necessitates investing in AI expertise through training and certifications to equip teams with the knowledge of LLMs, machine learning, and deep learning. Furthermore, creating and offering bundled solutions combining AI hardware with specialized software, services, and support packages tailored to specific business needs is crucial. Building strong partnerships with AI software providers, ISVs, and other industry players is vital to develop comprehensive AI solutions and expand market reach. Finally, educating the market on the benefits of AI PCs and the value of specialized AI support services while simultaneously prioritizing security measures like robust encryption, secure authentication, and advanced threat detection to protect user data and prevent malicious activities is paramount for success. Moreover, innovative pricing models, such as "AI PC-as-a-Service" offerings that bundle hardware, software, and AI model updates into a subscription, will lower entry barriers and provide scalable solutions for SMBs, further driving market adoption.