AI is making waves in IT support, reshaping how companies handle tech issues. According to media reports, by 2027, AI is expected to create more IT support and knowledge-based articles than humans, shifting many routine tasks like password resets and troubleshooting to automation. This move towards self-service and support case deflection is already underway, with major corporations like Palo Alto Networks reducing IT support staff by up to 50%, with plans for an 80% reduction. The company is replacing many human IT roles with AI systems that automate basic problem-solving and employee queries.
However, AI’s role in IT support is not about complete replacement. While some jobs may diminish, the IT support role is evolving. Chris Matchett, senior analyst at Gartner, points out that by 2027, half of AI projects at IT desks may be abandoned due to unforeseen challenges. Despite the growing use of AI, a significant portion of workers still prefer human interaction for tech support. A Gartner survey revealed that fewer than 10% of employees prefer AI chatbots over human support when dealing with tech issues.
For companies like Palo Alto Networks, AI complements human efforts. AI helps with routine tasks, allowing IT teams to focus on more complex issues. While automation improves efficiency, Seth Robinson of CompTIA notes that human involvement is still crucial. AI can be prone to errors, and customers often prefer human interaction for more personalized support.
Ultimately, the AI-driven evolution in IT support will continue, but human expertise will remain essential. The demand for IT support roles persists, as companies balance AI automation with human problem-solving capabilities. The job market for IT support specialists continues to show strong demand, reflecting the ongoing need for human expertise in tech support.
