Artificial intelligence in technical support environments
Almonkari, Julle (2020)
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020120426280
https://urn.fi/URN:NBN:fi:amk-2020120426280
Tiivistelmä
The insurgence of artificial intelligence within the past 1-5 years can be seen as a clear indication of the nature of the beast. The use of artificial intelligence in technical support is a rising prospect from multiple perspectives, of which companies are the key players. As a supportive tool, it has the adaptability of making even the most strenuous of support cases into a cakewalk. Considering how relatively new the shift into artificial intelligence is and how it could change the status-quo of humans being at the top of the time-honoured food chain. The goal of this research is to discover what artificial intelligence in relation to technical support is, and to discuss the viability of artificial intelligence in aiding and carrying out technical support.
This qualitative research process started at the beginning of the year 2020 whilst working full-time in the position of technical support and was brought to its conclusion during November 2020. The research consisted of four semi-structured interviews of technical support professionals. The interviews were analysed through the use of coding words into themes and thus results. The semi-structured nature is based off the interview questions which were there to guide the interview process. Microsoft’s Word and Excel platforms were used to transcribe as well as to code the interviews.
The results show the importance of integrating tools into one as well as allowing customization to improve the user experience. Figuring out why human interaction matters, which is due to people in general being social creatures who want to be listened to and understood. The ever-growing importance of natural language processing is discussed. The results reveal that with proper user-centred development, the use of artificial intelligence in technical support environments is highly applicable, due to the nature of it smoothing the support process. With the nature of the tool, it is important on a societal scale to discuss and agree on certain safety nets, both in the program as well as on a societal level, it the hypothetical true potential of artificial intelligence is of interest to utilize.
The research brings forth revelations showing that there is an obvious market for AI powered support tools if they are developed well. The opportunities for employing such help are almost limitless. These results will be of great use for companies considering enlisting AI powered support help or thinking how they could differ themselves from the pack.
This qualitative research process started at the beginning of the year 2020 whilst working full-time in the position of technical support and was brought to its conclusion during November 2020. The research consisted of four semi-structured interviews of technical support professionals. The interviews were analysed through the use of coding words into themes and thus results. The semi-structured nature is based off the interview questions which were there to guide the interview process. Microsoft’s Word and Excel platforms were used to transcribe as well as to code the interviews.
The results show the importance of integrating tools into one as well as allowing customization to improve the user experience. Figuring out why human interaction matters, which is due to people in general being social creatures who want to be listened to and understood. The ever-growing importance of natural language processing is discussed. The results reveal that with proper user-centred development, the use of artificial intelligence in technical support environments is highly applicable, due to the nature of it smoothing the support process. With the nature of the tool, it is important on a societal scale to discuss and agree on certain safety nets, both in the program as well as on a societal level, it the hypothetical true potential of artificial intelligence is of interest to utilize.
The research brings forth revelations showing that there is an obvious market for AI powered support tools if they are developed well. The opportunities for employing such help are almost limitless. These results will be of great use for companies considering enlisting AI powered support help or thinking how they could differ themselves from the pack.