Editorial
More efficiency. Less downtime. Higher digital employee experience scores. These are just a few of the benefits you’ll typically experience when you integrate AI-driven assistants into your IT processes and workflow. But what should you know about AI assistants, and how can you get the most out of them?
What Are AI Assistants?
An AI assistant can answer questions and perform some everyday tasks. In IT, you might have an AI assistant to address requests such as “Talk me through resetting my password” or “Prioritize all open helpdesk tickets based on employee seniority.” AI assistants can also automate repetitive activities for your IT team.
These chatbots and other large language model (LLM) assistants offer faster response times 24/7, let your IT team spend more time on complex issues and improve overall workflows. In addition, because these tools make life easier for your employees, they enhance your digital employee experience (DEX).
Here are a few of the specific ways AI delivers its benefits:
- Predictive Analytics: If you don’t have a crystal ball, this is the next best thing. AI analyzes historical and real-time data, looking for performance metrics that may indicate problems. As a colleague wrote, AI “can predict everything from a document an employee might need to a potential system failure on their laptop” and then suggest next steps and preventative measures. Think of it as a shortcut that lets your IT help desk solve problems faster.
- Proactive Issue Resolution: Why wait until a problem occurs? With AI, sensors and a monitoring platform, you can automatically detect and fix potential IT disruptions often before your end-users even notice. Transforming your IT team from a reactive unit to a proactive resource helps reduce helpdesk volume and improve digital resiliency throughout your organization.
- Natural Language Query (NLQ): When done right, chatting with an AI assistant is almost like talking to a real person. Rather than writing queries in code or trying to understand complex dashboards, users simply tell the AI what they need, using plain language, as if they were talking with a friend. Letting people use natural language makes AI more accessible for “silent sufferers.”
Opportunities in Operations and Infrastructure
“The back office will soon be a generative AI hub,” proclaimed IBM. That’s a bold statement, but one we’re seeing come true in real-time.
One Gartner executive estimated that by 2027, “I will provide more IT technical support than humans — at least in written forms. IT teams likely won’t disappear completely, but there’s little doubt that they’ll be functioning much differently than we see today.
AI is gaining ground in operations and infrastructure because it frees these employees from mundane, repetitive, low-value tasks while reducing costs and improving results. For example, Microsoft used an AI agent to help a global materials company automate its invoice analysis process, which is expected to save “millions of dollars in shipping costs.”
But perhaps the more significant impact of AI will come from untapped human potential, claims IBM, as AI allows employees to focus on high-value tasks requiring empathy and creativity. If you’re in a leadership position, think about the unrealized human value that AI could add to your organization.
Related Article: How Are IT Teams Using AI?
Upskilling IT and Enterprise-Wide Training
So, where do you start? As I’ve written about before, upskilling your IT team is one of the most effective ways to maximize your investment in AI and deliver positive results for years. Your IT staff must fully understand and embrace AI and recognize the importance of the high-quality data that fuels it. As the first adapters in your organization, your IT staff should be at the forefront of identifying opportunities, managing the shift from reactive to proactive IT and mitigating any AI-related risks.
Outside of IT, however, the adoption of AI is still relatively low. A Gallup survey found that nearly 70% of employees say they never use it, and only 10% use it at least once a week. Younger workers and those with at least a bachelor’s degree report higher usage, but it is still not as high as expected.
Why such low numbers? When Gallup dug deeper, they found that nearly a third of employees are “very uncomfortable” using AI at work, and only 6% are “very comfortable.” In fact, the number of employees who said they’re “very prepared” for AI went down year-over-year.
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While one reason for the lukewarm reception is that employees fear AI will lead to layoffs, perhaps the more significant issue is the lack of leadership and planning around AI. However, when employees receive a plan for AI and get properly trained, they’re much more likely to accept AI in their roles. It’s essential to show your employees how AI assistants can help them avoid burnout and be more productive. As IBM put it, “Treat AI assistants like racecars — and employees like professional drivers.”
Keeping Humans in the Loop
Even as you deploy more AI assistants, consider allowing employees to connect with a real person. In a Gartner survey, only 1 in 10 people said they’d prefer to contact IT support via a chatbot or AI agent. Rather, when employees need tech support, most still prefer human interaction.
And when you do use AI, try being more subtle about promoting it. Just as some parents sneak vegetables into their kids’ mac and cheese, think about how you can give your employees AI-driven resources without focusing too much on the AI part.
As AI assistants evolve year after year, IT teams must stay ahead of the curve. By integrating natural language, predictive analytics and proactive platforms, organizations can save money, optimize resource allocation and give every employee a better digital experience.
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