One of the first jobs to be replaced by AI is the tech support desk at work.

• By 2027, AI will be offering more IT technical support than humans, at least in written form.
• Earlier this year, Nikesh Arora, CEO of cybersecurity company Palo Alto Networks, stated that the company had reduced its IT support staff by nearly 50%, with an expectation that it would be reduced by 80% in the future.
• Experts predict that AI will have a similar impact on the IT desk as it has on other careers, necessitating change but not causing extinction. However, cost concerns may hinder its replacement of workers.

AI-powered chatbots are increasingly being used in daily interactions, such as Walmart's use of AI to assist associates and Tractor Supply's sales reps using wearable technology. The IT support desk, which has become a vital resource for workers who rely on laptops and remote connections, may be the next to adopt this technology.

By 2027, it is predicted that generative AI will produce more IT support and knowledge-based articles than humans, as stated by Chris Matchett, senior director analyst at Gartner. This is part of a broader business consumer self-service strategy known as "support case deflection," which is primarily driven by mundane methods such as automated password systems, a good knowledge base, and an intuitive request portal. AI can assist with these tasks, according to Matchett.

The advancement of AI assistance for tech tickets is happening quickly at some major corporations.

During an earnings call earlier this year, Nikesh Arora, CEO of , announced that the cybersecurity company had reduced its IT support staff by nearly 50%, with an expectation that it will ultimately be reduced by 80%. Arora stated that AI would be doing most of the basic IT support for employees. After the company's August earnings call, Arora informed Wall Street analysts that the company's roughly 300-person team dedicated to solving employee tickets, or about 2% of its 15,000 workforce, had been reduced by 50% and replaced by an AI problem-solving technology.

"We believe we can reduce our workforce by 80% because we've automated many tasks and used generative AI to answer employees' questions. Therefore, we don't need 200 people, whether our own employees or third-party contractors, since the work is repetitive," Arora stated.

While not a significant number of employees, IT workers play a crucial role in the workforce, as they often resolve technical issues that hinder employees' productivity. Additionally, IT positions serve as an entry-level opportunity for individuals pursuing tech careers.

Despite Gartner's prediction that AI-generated IT support documentation will surpass human production by 2027, Matchett predicts that 50% of AI projects at IT service desks will be abandoned due to unforeseen costs, risks, or an inability to achieve the projected return on investment.

According to a recent Gartner survey, a majority of digital workers prefer human interaction when seeking assistance from the tech desk. Out of over 5,000 respondents, only 10% chose contacting IT support via chatbot or AI conversational agent as their most preferred option. Instead, support channels that involve human interaction, such as phone, live chat, and email, remain much more popular. Matchett emphasized that success in this field depends not only on the technology but also on the human element.

Taryn Dawson, senior manager partner and ecosystems communications at Palo Alto Networks, stated that the IT support staff example involving 275 people resolving employee tickets is part of an internal AI employee experience that can decrease specific head count, and the company has "more efficiencies planned in the future."

Dawson stated that the company is increasingly utilizing gen AI techniques in both its products and operations to simplify self-service for customers and employees. He pointed to documentation as a specific example, noting that AI has greatly accelerated the process, with Prisma Cloud Copilot delivering a 24-time faster documentation search experience.

At Palo Alto Networks, AI adoption currently involves a combination of human and automated elements for routine tasks, allowing IT teams to focus on higher-level tasks. The ultimate objective is to achieve faster response times, precise threat detection, and a more robust security posture, as stated by Dawson.

Seth Robinson, vice president of industry research at CompTIA, stated that automation of IT support tasks and self-service for simple requests are still industry priorities, along with analyzing support operations within an organization. AI has brought clear benefits, but there are also challenges to widespread adoption, particularly in IT support.

While AI can provide solutions based on probability, there is always a chance of a wrong answer. Although technology is improving, this risk will never be completely eliminated. Similarly, humans make mistakes, but this process is inherent in the collaborative problem-solving that organizations use when two people with different levels of expertise work together. The loss of this human interaction is impossible to ignore, said Robinson.

Robinson stated that the line between improving customer results and causing frustration is thin when it comes to acceptance.

The frustration with AI is often directed towards the system as a whole, resulting in a loss of confidence and acceptance. In contrast, human error is seen as a part of a process that we generally trust. According to Robinson, when an automated call center fails to provide a solution, the frustration can spread from a single issue to a feeling of "screaming into the void." He also noted that people may seek comfort from another human or require assistance with complex problems.

As AI is transforming the IT support job role, the demand for IT support specialists remains constant, according to Robinson, who cited recent job market data to support this claim. CompTIA's monthly Tech Jobs Report indicates that the number of job postings for IT support specialists has remained relatively stable over the past year, with the lowest number of postings occurring in December 2023 and the highest number of postings occurring in September 2024.

Robinson stated that while mileage may differ among companies due to varying stages of adoption, the overall trend indicates a robust demand for this essential role in the near future.

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