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AI IT Support

Could AI IT support be just around the corner and is it ready to disrupt the IT support industry? Artificial intelligence (AI) has been a topic of discussion and debate for years, with many experts predicting that it will have a profound impact on the way we live and work. The recent launch of Chat GPT and Bard from Google now make this seem like an increasingly realistic and imminent proposition.

IT Support

One area where AI is expected to make a significant impact is in IT support and IT management more generally for businesses. With AI’s ability to automate routine tasks, improve problem resolution, and provide real-time support, many businesses are beginning to explore how AI can aid their IT support operations.

The benefits of AI in IT support are clear. By automating routine tasks, AI can save time and reduce costs associated with IT support. AI algorithms can monitor IT systems for problems, generate alerts, and initiate the necessary actions to resolve issues, such as restarting services or freeing up storage space. This can improve system uptime and reduce downtime, resulting in improved end-user satisfaction.

Moreover, AI can improve the speed and accuracy of problem resolution by recognising patterns in IT systems and identifying potential problems before they become critical issues. This can help IT support teams to address problems before they affect end-users, reducing downtime and improving system uptime.


Chatbots and virtual assistants are another area where AI can aid in direct end user IT support. These tools can provide real-time support to end-users, helping to answer questions, troubleshoot common problems, and provide guidance on how to resolve issues. Chatbots and virtual assistants can operate around the clock, providing support 24/7 and improving end-user satisfaction. If they truly become good enough then we expect that we will see mass adoption of this in the next 12 to 24 months. 


The impacts of AI and Chat GPT like systems will be felt across the IT and support industry both at scale, in offshore call centres, as well as smaller MSP businesses, there is little doubt that companies are already investigating how to put this technology to use to run their support centres 24/7 with a loyal staff who never gets sick, never resigns and works 24/7 without complaint. The impact could be on the scale of the industrial revolution when manufacturing was mechanised.

However, as with any new technology, businesses will need to invest in the necessary AI technology and infrastructure to take advantage of these benefits. This could include hiring AI experts to develop and implement AI solutions, as well as investing in the necessary hardware and software. There is a barrier to entry, but with the speed of the recent progress this barrier will only become lower.

AI has the potential to transform the way businesses provide IT support. With its ability to automate routine tasks, improve problem resolution, and provide real-time support, AI can help businesses save time, reduce costs, and improve end-user satisfaction. As more businesses begin to explore the potential of AI in IT support, we can expect to see significant changes in the way IT support is delivered



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