You’ve probably heard the phrase, “The only constant in life is change.” Well, it’s true, and it applies to the tech industry, too. Technology is ever-evolving and expanding to better address our needs as users. In recent years, artificial intelligence has surfaced, changing a lot of ways in which we interact with our tech. Specifically, IT support. AI is able to automate tasks, which allows IT teams to focus on more complex problems at hand. Whether you’re all in on AI or still a bit hesitant—it’s good to know its capabilities and offerings. Let’s discuss AI tools for IT professionals and how they’re changing IT support for your business.
Artificial Intelligence
First things first, how does artificial intelligence work? Artificial intelligence simulates human intelligence by analyzing algorithms, data, and patterns to replicate and perform tasks that initially required a human to complete. With its many features, AI is a user’s tool—not a replacement. While it can improve productivity and streamline troubleshooting, it can’t replace your tech support team. Here are some examples of artificial intelligence systems:
- Virtual assistants: Siri, Alexa, Microsoft CoPilot, Gemini
- Chatbots: ChatGPT, Intercom, Zendesk
- Image and Facial Recognition: Apple Face ID, Google Photos
- Automated Ticketing Systems: Zendesk
You’re probably familiar with at least a few AI for IT operations or the examples above. The most commonly known are Microsoft and Google’s relatively new chatbots—Microsoft CoPilot and Gemini.
Microsoft CoPilot is an AI assistant integrated into Microsoft 365 apps. As a user, CoPilot acts as just that, your assistant. Ask it to transcribe and summarize content or meetings, create drafts or suggest automated email responses, assist with Excel projects, or simply ask it questions. It functions in the major Microsoft 365 apps, such as Teams, Word, Excel, PowerPoint, Loop, etc.
Similarly, Google’s AI chatbot Gemini also works as an assistant via its Google Workspace apps. It can assist in answering emails, writing assistance, and summarizing information, among other capabilities. Gemini has replaced Google’s former chatbot Bard and the Google Assistant on the latest Google Pixel phones.
AI-Powered IT Support: What’s Changing?
Let’s say you’re having a problem with the cloud and request support from your IT helpdesk. AI-powered IT tools now automatically categorize and route your ticket to the appropriate staff member with the appropriate priority level. For example, if a team member notices suspicious behavior on their device, AI will highly prioritize that ticket when sending it to your helpdesk, allowing for a faster reaction time from your IT team. Artificial intelligence streamlines IT ticketing systems so that issues are addressed within an efficient and effective timeline.
AI for IT operations continuously monitors IT systems, detecting threats and responding through AI pattern recognition. If artificial intelligence notices any unusual behavior or abnormalities, it flags them and reports them to the user or IT support. It can even respond to the attack before you notice an issue.
Troubleshooting isn’t for everyone, especially if you’re not particularly tech-savvy. Small-scale tech issues sometimes require a very simple solution, but as a business owner or worker—it’s not your job to know that. AI-powered IT tools such as chatbots allow you to access an answer in seconds while your IT team is focusing on working directly with clients. How do chatbots work? They mimic human conversations using machine learning algorithms or predefined rule-based models to recognize patterns in language and match them with an answer. It’s important that you’re utilizing an effective chatbot for IT support. The last thing you want is to be given wrong answers and cause bigger problems than you started. Research the best chatbots for websites and AI for IT operations to find one that aligns with your organization’s needs.
VoIP systems are changing, too. As we know, Voice over Internet Protocol (VoIP) refers to a phone service running through the Internet instead of a traditional telephone line. VoIP AI converts spoken words into text, understanding the content in real time. Artificial intelligence is being integrated into VoIP systems to enhance call quality, detect cybersecurity threats, and streamline processes. VoIP AI can now route calls directly to the designated department based on the caller’s needs. This improves efficiency and customer experience, allowing organizations to handle larger volumes of calls at a time.
Choosing the Right AI-Powered Tools
Not every AI-powered tool is right for your business or even works effectively. AI tools for IT professionals work to streamline processes for faster response times. Define your organization’s goals and needs before investing in AI-powered IT tools, and find what works for you. Consider factors such as cost, usability, scalability, and security before integrating them into your current IT systems.
Integrate AI with Exact IT
Artificial intelligence is a useful tool, but it won’t replace true IT services altogether. Trust Exact IT to help your business make strategic, long-term IT decisions to align technology with business objectives and improve operational efficiency—whether you’re using AI or not. To learn more, contact Exact IT Consulting today.
