First things first- does this mean AI will replace human Service Desk analysts? Experts do not believe that to be on the horizon. Instead, they expect AI to augment the productivity and experience of the Analysts who embrace it, as some already have to some extent today. There are things thought that AI will not be able to satisfy including emotion and intent. As IT organizations implement AI as part of their support strategy, clients will be able to get answers and suggestions via chat (and submit their inquiries via voice, down the road). This will allow analysts to focus on more complex, higher-priority technical issues that will also provide them with greater professional and technical development. The expectation is this will increase job satisfaction for both clients and analysts. For those interested in learning more, we recommend the “AI and the Future of Work” podcast.
IT Service Desks to Evolve as They Adopt Artificial Intelligence
