Technology is propelling business innovation forward in ways never seen before. For instance,  enterprises are experiencing firsthand the many uses of artificial intelligence. AI today is no longer a futuristic concept but a practical solution that is proving to be valuable in many aspects of corporate operations, particularly in the area of IT support.

Given the huge strides AI has taken in recent years, it’s no surprise that its tangible benefits are felt across IT support in various industries. Artificial intelligence applications are gradually reinventing the way support services are delivered. They automate routine tasks, provide predictive insights, streamline help desk processes, tailor fit user engagements based on past interactions, and more.

In this article, we take a close look at how AI technologies like machine learning, natural language processing (NLP), and automated decision making are being utilised to bring support services to a higher level. The aim is to provide you with insights that can help you leverage artificial intelligence into your organisation’s IT services.

A Quick Rundown of AI Technologies

Before we get to the actual workplace applications however, let’s briefly delve into the subset technologies and capabilities of artificial intelligence that are most implemented for IT support.

1. Machine Learning. Machine Learning (ML) is an AI technology responsible for developing algorithms that enable computers to learn from data, then make predictions or decisions from said data. This is particularly valuable in tech support services because ML applications can identify patterns and anomalies found in network traffic or system logs. Such capability allows for predictive maintenance, where potential issues can be addressed before causing system downtime. ML  algorithms also improve over time, and the improved accuracy in fault detection reduces the manual effort needed to troubleshoot and resolve IT issues.

2. Natural Language Processing. Natural Language Processing (NLP) allows a computer system to understand, interpret, and generate human language so that it can interact with a user meaningfully. NLP is the technology that powers VAs and chatbots—now staples in customer support. The capabilities of natural language processing enable these AI-driven tools to deal with user queries and provide immediate responses, but they can also be relied on to escalate complex issues to human agents if necessary.

3. Automated Decision Making. Automated decision making is a computational process that results from AI-based techniques. It is the ability of artificial intelligence systems to make decisions without human intervention. The actions or predictions are based on predefined criteria and data analysis while using the applicable AI algorithms. In IT operations and support for example, automated decision making tools automatically do load balancing by rerouting network traffic away from overloaded servers, thus preventing server crashes.

Successful Integration of AI in Businesses

1. Walmart Streamlines Operations and Customer Service with AI Integration

   

   One of the most effective applications of AI technology to enhance customer experience is being done by retail giant Walmart. From making grocery shopping easier to assisting their in-store associates to closing deals with suppliers, Walmart is utilising AI solutions across their operations in a big way. In their IT support services in particular, Walmart implemented AI systems to better understand and address common service inquiries, and achieved remarkable success in the process. The strategic move led to an impressive reduction in response times, significantly boosting customer satisfaction rates across the enterprise’s extensive shopper base.

2. Airbus Partners with Software Company to Harness AI and Data Analytics

   

   In partnership with Palantir Technologies, Aircraft manufacturer Airbus developed an open data platform designed to connect and aggregate datasets from various sources in the aviation industry. The platform includes multiple products within its ecosystem to cater to the different challenges in aircraft operations. One of its notable products is a solution that identifies potential component failure by analysing behaviour patterns using AI algorithms. This predictive solution has reduced downtime, lowered maintenance costs, and eased the burden on internal IT support services.

3. AI Virtual Assistants Optimising Patient Scheduling and Support

   

   The healthcare industry is also realising the benefits of integrating AI capabilities into patient care and administrative processes. Among the growing utilisations of artificial intelligence in healthcare, virtual assistants and chatbots stand out for their role in streamlining necessary workflows. AI-driven assistants schedule patient appointments and remind them of upcoming visits. An AI system can also provide a knowledge base that gives 24/7 access to general information and answers to common healthcare questions. This allows IT support team members to focus on more complex tasks like addressing tech issues and securing patient data, and reduces the number of routine inquiries that health professionals have to handle.

4. Career Discovery Platform Uses AI to Cater to Coach Students and Career Seekers

   

   Just as 81% of customers want to take care of issues themselves rather than asking for help, career explorers are also keen on seeking out potential work options by consulting an AI-powered coach rather than an experienced counsellor. This is what Working Eye, a UK-based career discovery platform, has proven. Their AI-driven digital coach is doling out career advice to students, job seekers, and those wishing to pursue new professional paths. According to the client stories of software leader IBM—developer of the AI coach, the career platform got 100% approval from school stakeholders following its initial program launch. If an AI-system can give out believable career coaching, think of how it can give assistance for simpler IT or customer support concerns.

Give Your Customers the IT Support They Deserve

Offering clients the support they need when they need it should be top of mind for all organisations. Whether your business is ready to integrate AI-driven customer service or opting for traditional IT support, managed services providers can help you. Talk to an MSP today.