Can You Trust AI IT Support?

Abstract

With Artificial Intelligence (AI) a huge deal in business computing, it stands to reason that every business should look into AI tools that can help them support their products and services in the best way possible. One place that AI is being deployed is in IT support and today we will go through whether it is worth it or not. 

IT Support

Traditional IT support typically comes in the form of remote access where IT professionals or help desk workers troubleshoot problems that you and your staff have. Occasionally hardware needs to be repaired, but more frequently it is better to replace malfunctioning hardware and pay for proactive management so that you can get a reasonable return from your investment. 

The more your business depends on technology, the more IT support tickets you are going to generate. That’s just the nature of the beast, but there are companies that have started offering AI IT support, that suggests that many IT support tasks can be automated and that it can actually save your business time and money. Let’s go through the pros and cons of this type of service. 

Pros of AI IT Support

The one major benefit that AI IT support can bring is that it allows you to cover all of the lower-level IT support without having to utilize your technicians. They can then focus on other strategic technology initiatives, leaving AI to remediate lower priority tickets. 

AI can also offer chatbot technology that can function as a traditional help desk would. While many people are skeptical about the use of this technology, it can be a cost effective solution to offering comprehensive IT support.

Finally, AI can effectively analyze system logs and track performance metrics to help predict where there may be potential failures and work to recommend proactive measures to take. It can also ascertain how to proceed should there be any incidents that could affect the effectiveness of your IT.

Cons of AI IT Support

AI is clearly useful for all types of IT management, but it doesn’t come without some drawbacks. The first is that IT can have a complete lack of empathy and understanding of certain nuanced situations. It is a tool that runs on data, and it will respond practically in the way the data suggests it should act. Machine learning is about learning, but it doesn’t know and that can be problematic if situations need a human perspective. 

AI also works fast and doesn’t offer much in the way of transparency. This can lead to unacceptable amounts of bias or even manipulation. Obviously, this can wreak havoc on your efforts to keep your technology running predictably and reliably.  It can also be abused by parties that don’t have your best interests in mind.

We Use Advanced Tools

At NetMGM, we use advanced tools, but lean heavily on the expertise of our certified IT technicians to help take your business where you want to go. Give us a call at 888-748-2525 before integrating AI into your business to get a professional perspective.