When you have an IT issue, the traditional process would go as follows:
Discover the issue.
Report the issue to your IT support provider.
An IT support expert provides the solution.
Like calling a plumber or electrician, this tried-and-true method has helped businesses keep their technology running smoothly so they can do what they do best.
However, with the advent of Artificial Intelligence (AI), IT support is transforming from a reactive model to a predictive and proactive one.
This leap forward offers businesses unprecedented opportunities to maximise efficiency and minimise downtime.
At Levit8, we pride ourselves on being at the forefront of this revolution. Whether it’s through predictive maintenance that heads off problems before they occur or automated problem resolution that keeps operations running smoothly, Levit8 is leveraging AI to benefit all the businesses we work with.
But how does it all work? We previously wrote about the rise of AI and automation in IT support. This time, we’ll dig deeper into the specific technologies (machine learning, natural language processing) and provide real-world examples of AI-driven IT support in different scenarios.
Understanding AI-driven IT Support
At its core, AI-driven IT support uses the technologies of natural language processing (NLP) and machine learning (ML) to automate and enhance the support provided. These innovative technologies allow computer systems to learn from data, identify patterns, and decide what to do, usually with minimal need for a human to interfere.
Let’s explore how these technologies work to improve IT support outcomes.
Machine Learning and Predictive Analytics
Machine learning allows a computer to study and interpret data without requiring humans to program this behaviour explicitly.
So, how does this help with IT support?
To illustrate this, let’s look at how IBM’s Watson is used in the context of IT support.
IBM Watson uses machine learning to analyse old IT support tickets and how they were resolved. The system processes this data, identifying patterns in IT issues and predicting problems before they occur + suggesting the best solution based on past outcomes. This all results in faster and more accurate resolution of IT support tickets.
Natural Language Processing
If you’ve ever used ChatGPT, you’ll already be familiar with natural language processing (NLP). This technology is the foundation for all the chatbots out there today, allowing systems to understand and respond to user queries in real-time.
NLP has made IT support more efficient by providing faster, immediate responses to tickets and freeing up human technicians to focus on more strategic tasks. With NLP, the chatbot can respond to routine IT issues and questions accurately, and anything more complex can be escalated to a human expert.
Check out some other examples of how NLP enhances customer service.
The Benefits of AI-driven IT Support
Predictive Maintenance
As the name suggests, predictive maintenance is about anticipating and correcting IT issues before they can impact a business.
The process involves several key steps:
Data Collection: Continuous monitoring of system data to gather real-time insights into performance and operation. This includes data like system logs, performance metrics, and historical incident records.
Data Analysis: Utilising machine learning to analyse the collected data, identifying trends and patterns that may signpost potential issues.
Anomaly Detection: Spotting deviations from normal operation that could indicate an impending failure.
Alerting and Action: Alerting IT experts about identified risks, enabling them to take pre-emptive measures to avert system failures.
It doesn’t take a technology expert to understand why this has immense benefits for any business. With predictive maintenance, you can dodge downtime and avoid productivity losses and the cost of data recovery/reputational damage.
Real-world example: A financial firm uses predictive maintenance to identify a failing hard drive in a critical server. Replacing the drive outside of peak hours prevents what would otherwise be a costly interruption during trading activities.
Automated Problem Resolution
One of the realities of IT support is that many of the tickets that come through are for very basic or minor issues, such as needing to reset a password or update a piece of software. While these are legitimate tickets that need attention, they don’t necessarily need a human IT expert to spend time responding to each one of them.
Automated problem resolution, combining machine learning and natural language processing, can instantly diagnose common problems and provide solutions. AI also means these systems are continuously learning, improving the speed and accuracy of responses the more exposure it has.
This has a profound impact on the efficiency of IT support teams, allowing them to focus on complex and strategic tasks.
Real-world example: A software developer integrates automated problem resolution into their IT support system. This system is programmed to automatically identify and resolve common software issues, such as patch updates, licensing errors, and configuration problems, without the need for an intervention from human IT staff.
Optimised IT Operations
AI does more for IT support than just making identifying and responding to issues more proactive and efficient. AI also optimises IT operations by ensuring resources are used efficiently, and strategic decisions are informed by comprehensive data analysis.
Resource Allocation: AI can be used to analyse current system usage and performance trends to recommend the best allocation of resources. This ensures that computing power and storage space are utilised effectively.
Predictive Insights: By looking forward to future trends and potential issues, AI aids in strategic planning, helping prepare for upcoming demands and challenges.
Improved Efficiency: Routine tasks can be automated, and processes are streamlined, freeing up IT staff to focus on innovation and strategic projects.
Decision Support: AI provides decision-makers with data-driven insights, making it easier to identify opportunities for improvement and investment. AI-driven decision-making empowers IT managers to prioritise investments and interventions, leading to more effective resource use and a reduction in system downtime.
Real-world example: AI identifies a recurring issue with server capacity during peak business hours, recommending an upgrade to a more robust infrastructure. Additionally, it spots inefficiencies in software deployment processes, suggesting automation to reduce manual errors and save time.
Enhancing IT Support with AI with Levit8
There’s no denying it; the benefits of enhancing IT support with AI are obvious and very attractive for virtually any business that relies on technology. Of course, there’s a big difference between understanding the benefits of AI and knowing how to implement it to benefit your business.
Luckily, partnering with a managed IT service provider like Levit8 can infuse your business technology with all the benefits of AI without you needing to do any of the setup or maintenance yourself.
With our deep expertise in both IT support and AI technologies, Levit8 offers:
Consultation and Customisation: We can tailor AI solutions to fit the unique needs of your business, ensuring that the integration adds real value.
Implementation and Integration Support: We provide technical assistance to integrate AI technologies with minimal disruption to your existing operations.
Ongoing Support and Evolution: We also provide ongoing 24-7 support to address any issues, ensuring that the AI systems evolve with the latest advancements in technology and your business needs.
By partnering with a company like Levit8, your business can navigate the complexities of AI integration more effectively, ensuring a seamless transition and maximising the benefits of AI-driven IT support.
Learn more about our capabilities with our managed IT services, or schedule a free consultation with Levit8 to discuss your IT support needs.
