GenAI IN MANAGED IT SERVICES
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Projections indicate that
Cross-industry impact Currently, AI seems to harbour limitless capabilities, providing the potential to go beyond traditional industry boundaries. AI-driven IT support stands to streamline and enhance the delivery of cloud services across a myriad of sectors, including banking, financial services, high tech, life sciences, healthcare, non-profits and legal services. By leveraging advanced algorithms and techniques, AI-powered systems can analyse vast amounts of data, identify patterns, and make informed decisions in real time, enabling organisations to optimise their operations, improve efficiency and drive innovation. For instance, in banking and financial services, AI is revolutionising how financial institutions manage their digital infrastructure and customer interactions. AI-powered systems can automate routine tasks, such as transaction processing and customer inquiries, leading to increased efficiency and cost savings. Moreover, AI algorithms can analyse financial data in real time, enabling institutions to troubleshoot problems such as fraud more effectively and make data-driven decisions to optimise their operations. In terms of customer experience, AI-powered chatbots provide an initial layer of support to end users, resolving simple issues and deflecting repetitive inquiries from human agents. Additionally, AI can analyse support tickets to identify trends and suggest solutions, empowering human support teams to deliver
efficient and targeted assistance.
by 2045, AI could automate between 60-70% of existing activities, including tasks entailing natural language processing.
Transformation in the workforce In terms of the workforce, the emergence of AI signals a paradigm shift as projections indicate that by 2045, AI could automate between 60-70% of existing activities, including tasks entailing natural language processing – a domain that presently consumes a substantial portion of working hours, underscoring the imminent impact AI will have on the way we work, prompting a re-evaluation of traditional job roles and responsibilities. Innovations such as Microsoft Copilot are a prime example of AI’s capabilities as it leverages AI for code completion and other functionalities, boosting human worker capabilities. By automating routine tasks and streamlining processes, AI liberates workers from administrative tasks, allowing them to redirect their time and energy towards more strategic and creative work. This shift not only enhances productivity but also fosters a more dynamic and innovative work environment, where creativity is amplified by the capabilities of AI. The amalgamation of AI with managed IT services represents a pivotal juncture in the technology industry and everyday life. As organisations embrace the potential of AI, there stands to be not only enhanced operational efficiency and economic prosperity but also the transformation of work- life and innovation.
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