Is Your IT Support a Problem Solving Partner?

If you are skeptical of the ways in which robotics and artificial intelligence will be able to automate and reshape the way we do business in the future--you are not alone. A 2017 Pew Research Center survey found that 72% of Americans express worry versus 33% who express enthusiasm toward a future where robots and computers can do human jobs. The worry seems to stem chiefly from a concern that even the most sophisticated machines could never replicate human decision-making and care. Where IT support is concerned, it doesn’t have to be an either/or situation. 

Bridging automation with human expertise

Indeed, there can be a middle ground--and not just with IT support. You may have caught this recent TED Talk in which Tom Gruber, one of the developers of Apple’s Siri, discusses “humanistic AI.” Artificial intelligence, when combined with the keen abilities of a professional, has the power to improve everything from matchmaking or treating cancer. Whether you are working with an in-house IT professional or have hired a managed service provider (MSP), your IT support should play a similar capacity, bridging automation with human expertise, to benefit your company.

To quote Gruber of the TED Talk, the question is not, “How smart can we make our machines?” but rather, “How smart can our machines make us?” Intelligence and automation are here to help us. Good IT support will offer a comprehensive analysis of your company’s needs and apply smart technologies where they make sense and offer a competitive advantage for your business.

The best of both worlds

For example, while many Americans are fearful about robots replacing humans, virtually no one likes to sit on customer care hotlines waiting for tech support. So when you can employ a technology that works by streamlining a process in your business, you can spend less time calling tech support and more time dedicated to your customers and developing your products/services. Your IT support team should have experience employing technologies that best align with your company’s applications, development goals, budget, and existing IT infrastructure. 

One such best IT practice is to build a customer “Run Book,” that has all the details about how the technology environment is built, managed and how exceptions and issues are handled. In essence, the processes and steps are clearly defined so that even someone who is not acquainted with the environment can handle the core IT tasks.

Not all jobs can be done by robots, but as companies like i-robot, Amazon, and Netflix have shown, computers and human intelligence can make the world cleaner, more efficient, and even more entertaining.

Is the support you are receiving from your IT service provider appropriate to your needs, within your budget, and with the potential for scalable growth? If you still have questions, contact us to receive a no-risk free assessment.