Narayan AmmachchiThe automation of technical support services, traditionally a significant revenue stream for Business Process Outsourcing (BPO) firms, is accelerating, according to CNBC.
Unlike customer service roles, technical support functions are more susceptible to automation due to their repetitive nature and the standardized solutions, applicable to common technical issues.
A notable example is Palo Alto Networks, where CEO Nikesh Arora reported to Wall Street analysts earlier this year that the company had automated 50% of its technical support desk workforce.
Arora anticipates this figure could rise to 80% in the coming months, potentially reducing the team from 300 to 60 employees.
He described the work as “boring” and highlighted the company’s development of an AI solution capable of promptly addressing client inquiries and resolving technical issues.
Initially, clients were hesitant to engage with AI-driven support due to concerns about receiving incorrect information. However, advancements in technology have alleviated these fears, leading to increased acceptance of automated support systems.
The impact of automation on employment is evident in job postings for IT support specialists, the news channel reported citing data from CompTIA’s monthly Tech Jobs Report.
There was a significant decline in postings in December 2023, followed by a substantial increase in September 2024, indicating fluctuations in demand potentially linked to automation trends.
Add comment