Customer-Facing Chatbots May Give Way to AI-Powered IT Support
Customer-facing chatbots have become a staple in many industries, but AI-powered IT support could be the next frontier. According to Chris Matchett, senior director analyst at consulting firm Gartner, by 2027, generative AI will create more IT support and knowledge-based articles than humans. This is part of a broader business consumer self-service strategy, driven by mundane methods such as automated password systems, good knowledge bases, and intuitive request portals.
Some major corporations, such as Palo Alto Networks, are already reducing their IT support staff as AI takes over basic tasks. CEO Nikesh Arora recently announced that the company had reduced its IT support staff by nearly 50%, with plans to reduce it by 80% in the future. Arora attributed the reduction to the company’s AI problem-solving technology, which can answer employee questions and resolve basic issues.
While AI has the potential to revolutionize IT support, human expertise remains critical. By 2027, Gartner predicts that 50% of AI projects at IT service desks will be abandoned due to unforeseen costs, risks, or inability to achieve the projected return on investment. Furthermore, a recent Gartner survey found that most employees prefer human interaction when resolving IT issues, with contact via chatbot or AI conversational agent ranking last.
Taryn Dawson, senior manager partner and ecosystems communications at Palo Alto Networks, emphasized the importance of human interaction in the AI adoption process. “Beneath the technology, success hinges on the humans that will always be involved,” she said.
Seth Robinson, vice president of industry research at CompTIA, noted that AI adoption in IT support is not without its challenges. AI delivers solutions based on probability, which can lead to wrong answers. Furthermore, there is a risk of frustration if the customer cannot get an answer. “Humans make mistakes, but this process is built into the back-and-forth organizations are used to accepting when two people are attempting to solve a problem,” he said.
Despite these challenges, AI is causing the IT support job role to evolve. However, the demand for IT support specialists remains high, with recent job market data showing a steady stream of job postings. “Mileage may vary from company to company as firms are in different stages of adoption, but the aggregate picture suggests strong demand for this critical role for the foreseeable future,” Robinson said.