EDITOR ’ S QUESTION

The new global study reveals that the majority of 12,000 employees surveyed ( 91 %) believe they would be more productive when their IT issues at work are resolved quickly and effectively . Another 74 % say poor IT support has decreased their motivation at work . Results show an efficient and effective IT support system needs to be in place to power today ’ s hybrid workforce .

Stamer , Vice President and General Manager , Global Product Services at Lenovo .

Since its launch in November last year , the Artificial Intelligence chatbot , ChatGPT , has had a massive impact . Already , some schools have banned it as students quickly employed the bot to take shortcuts in their schoolwork , while debates rage on whether the bot will or won ’ t replace copywriters . It can also write code – so well , in fact , that when Google fed it a series of coding interview questions , its answers would have qualified it for an entry-level engineering position with annual compensation of US $ 183,000 .

Survey respondents see the key benefits of AIpowered IT being issue resolution with minimum disruption where AI can identify and resolve ITrelated issues automatically , and in enabling 24 / 7 support even during weekends and holidays .

“ As workplaces have evolved with the rise of hybrid work , IT support for employees clearly hasn ’ t kept pace . With the growing adoption of cloud services , digital intelligence and the Metaverse , organisations ’ IT environments are only going to become more complex , so effective IT support will become even more essential to employee experience and morale ,” said John

But Saša Slankamenac , Architect at Dariel Software , doesn ’ t agree with the fears that AI will replace software developers . “ In my view , AI is not coming for anyone ’ s job . These concerns crop up with every major new technology that ’ s released , and while these technologies may change and shape the world we live in , it doesn ’ t completely replace it .”

Exactly what these changes will be and when they ’ ll take place is not quite clear at this point , he said . “ ChatGPT is now roughly where Google was in 1999 – most people vaguely understood there was this thing called the Internet and that it had value , but it wasn ’ t widely adopted and commercialised yet . Right now , people are still trying different experiments to test AI technology like ChatGPT ’ s commercial value . Something will undoubtedly emerge that drives widespread adoption , but it hasn ’ t quite reached that stage yet .”

Still , he says , it ’ s much more likely to enhance human jobs and industries than to destroy it . “ AI is a generalist , not a specialist . It can only do what it ’ s been taught to do by a human . So , wherever AI is applied to meet the needs of a specific enterprise , a human will have to ‘ train ’ it to do the job . Problems are not generic , they ’ re bespoke .”

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