AI and the Changing Face of Tech Support

Artificial intelligence is having a profound impact on how partners support end users

By T.C. Doyle

AI-enabled technology has matured significantly in the past five years, becoming a bedrock of customer support. The technology is now so capable that channel partners routinely rely on it to provide end users with Tier 1 support, which includes everything from initial customer inquiries to account management to basic troubleshooting.

The embrace of AI raises several issues for vendors that rely on channel partners to provide the front-line tech support that customers need. This includes questions over whether AI can provide the proper level of support required to satisfy evolving customer needs, how channel partner hiring practices will change over time as a result of AI’s increased use, and whether vendors themselves should consider using AI technology to augment or even...

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