AI in IT Infrastructure Support

by | Dec 8, 2022

The implementation of artificial intelligence (AI) in the IT support industry has the potential to revolutionize the way businesses handle technical support and customer service. By leveraging the power of AI, IT support companies can provide faster, more accurate, and more personalized support to their clients.

One key benefit of using AI in IT support is the ability to automate routine tasks. Many IT support calls involve simple, repetitive queries that can be easily handled by a computer program. By using AI to handle these routine tasks, IT support staff can focus on more complex and challenging issues, improving their overall efficiency and effectiveness.

Where can we start?

How about the KB articles you already have? Take the KB, feed in an ML module, and trigger them based on error codes. Keep feeding data based on ServiceNow Incidents – KB sync. There might be a requirement to add some additional fields in ServiceNow but that’s a tiny work for the admins.

Another important point to consider is that every error has to be logged in a DB on the device that feeds back into the central ML module which then triggers the solution based on the learning. The first engine might take time, but once it’s built, the entire solution can be sold as a service. To take the solution further, if the company can collaborate with MS and use their error database (which MS isn’t maintaining) to feed in the ML engine, the goal of ultimate IT Infrastructure Management can be achieved.


Another key benefit of AI in IT support is the ability to provide personalized support to each individual client. Using AI, IT support companies can analyze a client’s previous support requests and usage data to understand their specific needs and provide tailored solutions. This can lead to higher levels of customer satisfaction and loyalty.

Additionally, AI can be used to improve the accuracy and speed of IT support services. By using advanced algorithms and machine learning techniques, AI systems can quickly diagnose and solve technical issues, reducing the time and effort required to resolve them. This can lead to faster resolution times and lower costs for both the IT support company and its clients.

Overall, the implementation of AI in IT support has the potential to greatly improve the quality and efficiency of technical support services. By automating routine tasks, providing personalized support, and improving accuracy and speed, AI can help IT support companies provide better service to their clients and stay ahead of the competition.

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