AI Is Reshaping the Tech Support Desk—But Human Expertise Still Matters
The Tech Support desk has long been a lifeline for employees navigating the inevitable tech hurdles of the modern workplace. From forgotten passwords to connection issues, these teams have played an integral role in keeping the wheels of productivity turning. However, as artificial intelligence becomes more capable, the traditional IT desk is undergoing a seismic shift, with major companies already replacing a significant portion of their IT staff with AI systems.
AI Moves Into the Tech Support Arena
Customer-facing chatbots are already familiar, helping with everything from online shopping at Walmart to wearable AI tools used by sales reps at Tractor Supply. Now, internal IT support desks—the ones employees turn to when their laptops crash or their software fails—are the next frontier.
Generative AI is poised to dominate this space. By 2027, AI systems are expected to create more IT support and knowledge-base articles than humans, according to Gartner senior director analyst Chris Matchett. This shift fits into a broader strategy of “support case deflection”—automating routine tasks like password resets and making knowledge bases more intuitive.
“AI can help streamline these processes,” Matchett said, noting that many companies are already building AI-powered request portals and automated troubleshooting systems.
Big Tech’s Experiment: A Case Study
At Palo Alto Networks, the transition is already well underway. CEO Nikesh Arora revealed earlier this year that the cybersecurity giant has cut its IT support staff by 50%, replacing them with AI systems capable of resolving most routine tech issues.
“We think we can reduce the team by 80% as automation and generative AI continue to improve,” Arora told analysts on an earnings call. The company’s IT support team, which once consisted of 300 employees—or 2% of its workforce—now relies heavily on AI to manage internal tickets.
Meerah Rajavel, Palo Alto Networks’ CIO, said the integration of AI has significantly boosted efficiency, particularly in areas like documentation. “AI techniques have accelerated documentation searches by 24 times, thanks to tools like Prisma Cloud Copilot,” Rajavel said. “But the overarching goal remains clear: faster responses, greater accuracy, and a more resilient security posture.”
Even with these advancements, Rajavel emphasized that AI still works in tandem with human employees, handling routine tasks so IT teams can focus on higher-level problems.
The Human Element: A Sticking Point
Despite AI’s impressive capabilities, it hasn’t yet won over all employees. A Gartner survey of over 5,000 digital workers revealed that fewer than 10% preferred using chatbots or AI agents to solve IT issues. Traditional support channels like live chat and email—where human interaction is guaranteed—remain far more popular.
“Success isn’t just about the technology; it hinges on the humans who remain involved,” Matchett said.
Seth Robinson, VP of industry research at CompTIA, agrees. While automation can handle simple requests, complex issues often require a human touch—not just for expertise, but for the comfort and understanding that AI lacks.
“AI delivers solutions based on probability, which means mistakes can happen,” Robinson said. “When people encounter an error from an automated system, it often feels like shouting into the void. With humans, mistakes are understood as part of a back-and-forth process, which people are more willing to accept.”
Challenges to AI Adoption
The road to fully automated IT support is far from smooth. While AI promises speed and efficiency, it’s not without risks. Gartner predicts that by 2027, half of AI projects in IT service desks will fail due to unforeseen costs, risks, or poor returns on investment.
“Frustration with AI doesn’t just end with the problem—it spreads to the entire system,” Robinson said. “When the technology fails, it undermines confidence in a way that human error does not.”
A Role in Transition
Rather than eliminating the IT support role, AI is transforming it. Routine tasks are increasingly automated, freeing up IT professionals to tackle more complex and strategic issues. And while job postings for IT support specialists have fluctuated, demand remains steady.
CompTIA’s latest Tech Jobs Report shows that the number of job postings for IT support roles has remained consistent, with the highest demand occurring as recently as September 2024.
“The aggregate picture suggests strong demand for this critical role for the foreseeable future,” Robinson said.
The Bottom Line
AI is undoubtedly reshaping the IT support landscape, streamlining processes, and boosting efficiency. But human expertise remains indispensable—for now. As workflows evolve and businesses strike a balance between automation and human interaction, the IT support desk is transforming, not disappearing.
For employees accustomed to reaching out for help, the shift to AI will take some getting used to. For businesses, it’s a balancing act between embracing innovation and maintaining trust. The future of IT support, it seems, will rely on both man and machine.
