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AI: A revolution for IT support?

Artificial intelligence has the potential to transform many sectors, and IT support is no exception! AI tools can automate tasks, provide data analysis, and offer personalized support, thereby improving the quality and speed—two crucial criteria—of IT support. In this article, we will examine the enhancements that AI brings to IT support.

Automated issue resolution

IT support teams are sometimes (often?) overwhelmed with resolving common issues, leaving them little time to focus on more complex problems. This is where AI-powered virtual agents come into play. These tools use advanced machine learning algorithms to identify and resolve common IT issues, freeing up support staff to focus on more important tasks.

Examples of automated issue resolution tools include ServiceNow and IBM Watson. These tools have been around for several years, and in the coming years, they are expected to become even more sophisticated. With advanced machine learning algorithms, they will better understand user intentions and provide more accurate and personalized support.


IT support receives numerous questions from users. AI-powered chatbots can provide quick and accurate answers to these questions, thereby reducing the workload of human support staff. Indeed, documentation is often hard to access, and chatbots offer significant added value by making information quickly and easily accessible!

We are only at the beginning of implementing AI-boosted chatbots. In the future, they are expected to integrate more closely with other IT systems, making user support even easier.

Predictive maintenance

Predictive maintenance … just thinking about it is somewhat dreamy (It could help me at work …). These tools use machine learning algorithms to analyze data from various systems and predict when problems are likely to occur. This allows support teams to proactively address issues, thereby reducing downtime and improving the overall efficiency of the IT support process. An example of such a tool is Senseye.

Personalized support

AI can also be used to provide personalized support solutions for each user. This type of tool analyzes past support interactions and device usage patterns to offer customized support. Additionally, the use of virtual assistants and chatbots provides users with personalized support and tailored advice.


Artificial intelligence has begun to transform the way IT support is delivered and has the potential to revolutionize it. The categories of AI tools described in this article, ranging from automated issue resolution to improved efficiency, will revolutionize how support teams work, making the process faster, more efficient, and, most importantly, more personalized.

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