AI and human collaboration reshapes global IT support
NEW JERSEY, UNITED STATES — The traditional IT support desk is undergoing a dramatic transformation as artificial intelligence increasingly takes center stage in handling technical issues within organizations. While the shift promises enhanced efficiency, the human element remains crucial in this evolving landscape.
The AI revolution in IT support
AI is rapidly transforming the IT support landscape, with predictions that by 2027, AI will generate more IT support documentation than humans. This shift is driven by advancements in generative AI, which enhances efficiency through automated password resets, intuitive portals, and robust knowledge bases.
Chris Matchett, senior director analyst at Gartner, calls it part of a “support case deflection” strategy aimed at empowering self-service solutions for users.
Major companies, such as cybersecurity giant Palo Alto Networks, are leading the charge. CEO Nikesh Arora revealed that the company has halved its IT support staff and expects an 80% reduction as AI tools take over routine tasks. “We’ve been able to automate a lot of the tasks and also use generative AI to answer employees’ questions,” Arora said.
Challenges and user preferences persist
Although AI tools are becoming more advanced, they face hurdles in widespread adoption. Gartner predicts that half of AI projects for IT support desks will fail by 2027 due to costs, risks, or unmet expectations.
Employees also continue to prefer human interaction. In a comprehensive survey of over 5,000 digital workers, AI chatbots ranked sixth in preferred support channels, with less than 10% of respondents choosing it as their primary option. Traditional human-centric support methods like phone, live chat, and email continue to dominate user preferences.
Future outlook
The transformation of IT support reflects a delicate balance between technological advancement and human expertise. As Meerah Rajavel, CIO at Palo Alto Networks, explains, the goal is to combine AI automation for routine tasks while allowing IT teams to focus on more complex challenges. This hybrid approach ensures faster response times and improved accuracy while maintaining the essential human element in technical support.
