Why Human IT Support Is Still Essential in an AI World

Joseph Weber

October 29, 2025

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Artificial intelligence (AI) has been slowly but surely taking over business operations across the world; however, it has been particularly prominent in the realm of IT support. Many companies now deploy AI chatbots to answer common tech queries or guide users through troubleshooting steps around the clock. In fact, 95% of customer service leaders expect AI bots to interact with customers within 3 years, with AI increasing productivity by 30%–50% or more once scaled. – Mailmodo. However, despite AI’s expanding role, human IT support remains essential, as AI simply cannot replicate everything, notably providing empathy and creative problem-solving.

Key Takeaways

A human technician can calm frustrated users, adapt their explanation to the user’s situation, and build trust.
When an issue falls outside standard scripts, human judgment is essential.
A human is always needed to review, escalate, and ultimately resolve issues that matter most.
Despite the advances in AI tech, human intervention and oversight are still needed to ensure ethics and values.

Benefits and Limitations of AI in IT Support

Advantages	Disadvantages
Automate tasks like password resets, retrieve knowledge base articles, and help users with simple fixes. Allows technicians or representatives to focus on complex issues. They can provide instant help to customers and employees at any hour of the day or night, regardless of time zones.	AI lacks the intuition and adaptability of a trained human, i.e., they can only assist with what they are trained on. Chatbots often lack empathy and context, leading to frustrated customers. A reliable AI system often involves a significant initial cost and requires ongoing maintenance and updates by specialists.

Given the disadvantages, experts suggest that only about 30% of complex tasks can be automated. For problems that are tricky, critical, or require creative problem-solving, a human is still necessary. This practice is often referred to as the 30% or 70-30 AI rule.

Why Customers STILL Prefer Human IT Support

Empathy, Communication, and Trust

Empathy and personal connection are fundamental to effective IT support, and they are qualities no AI can truly replicate. While a chatbot can be programmed to say “I’m sorry you’re having this problem,” it doesn’t feel the customer’s frustration or understand the subtle emotional cues behind a distressed user’s request. Many users claim that interacting with an unresponsive bot can be aggravating. It’s no surprise that customers overwhelmingly prefer human support when they need help. A 2025 customer service survey found that 82% of consumers would rather deal with a human agent even if an AI system could offer the same resolution and wait time. These findings underline a simple truth: people seek understanding and trust in support interactions. AI’s lack of true emotional intelligence often leaves customers cold. A friendly human technician can read the situation, crack a joke to lighten the mood, or calmly reassure a panicked client – things well beyond any chatbot’s abilities. Thankfully, businesses have learned that removing the human touch can backfire. For instance, the fintech company Klarna. After initially replacing many of its customer service reps with an AI chatbot, Klarna faced customer dissatisfaction and reversed course, rehiring human support staff just months later. “AI gives us speed. Talent gives us empathy,” a Klarna spokesperson explained when the company acknowledged that customers should “always have the option to speak to a human.” This real-world example speaks volumes: even with cutting-edge AI, companies risk their customer relationships if they don’t prioritize human-centric support. Empathetic technicians are not a “nice to have” – they are often the make-or-break factor for customer satisfaction and loyalty.

Handling Complex Problems and Edge Cases

As mentioned above, AI chatbots can only handle queries within predefined training data. And in technical support, it’s common to encounter unique situations that weren’t anticipated in any script, like a software bug or a network outage. In these moments, a skilled human troubleshooter is irreplaceable, and as per statistics, roughly 75% of consumers feel that chatbots struggle with complex questions and often fail to provide accurate answers for them. This reveals another truth: No matter how advanced an AI is, it lacks the broad contextual understanding and creative reasoning that humans apply when diagnosing tricky scenarios. Human support specialists can ask nuanced follow-up questions, draw on personal experience, and think laterally to find solutions. They can also coordinate across teams (for instance, looping in a network engineer or a software developer) – something a chatbot can’t do on its own.

Oversight, Accountability, and Ethics in an AI World

Although an AI bot can handle basic queries and automate tasks, AI does not understand ethics, fairness, or the real-life consequences of a mistake. Therefore, human oversight is crucial to ensure that AI-driven support tools operate in a way that is transparent, accountable, and aligned with our values and policies. This becomes even more important in high-stakes environments like healthcare, i.e., giving wrong medical advice that can lead to fatal consequences. Additionally, human oversight also helps build trust with users. Customers feel at ease knowing that a competent person is monitoring the AI and is available to help if needed.

A Bright Future for IT Support Professionals

A majority of people (both in tech and non-tech roles) believe that AI will replace them. However, this is not the case, especially for IT support professionals. Thanks to the rise of AI in customer support, modern IT support specialists are becoming hybrid professionals: part technical problem-solver, part customer service expert, and part AI orchestrator. This, ultimately, means that there is a growing demand for support professionals who can manage and complement AI systems. Therefore, if you are a capable IT support specialist and know how to use AI along with troubleshooting common problems, you are a valuable asset to an organization. Learn how to become a desktop support specialist.

Final Words

AI frees human technicians from repetitive work so they can focus on higher-value tasks. But the human element remains irreplaceable. If you’re looking to launch or switch into an IT support role, now is a strategic time. A strong foundation in technical skills, paired with an ability to communicate and think critically in support scenarios, will position you well. For example, consider exploring the Computer Support Technician program offered by CCI Training.

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This article is written by

Joseph Weber

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Program Offered

This article is written by

Joseph Weber

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Frequently Asked Questions

Why are humans important in the AI loop?

Humans are essential in the AI loop because they provide context, creativity, and ethical oversight.

What is the 30% rule in AI?

The 30% rule suggests roughly one-third of tasks in complex jobs can be automated with AI, while the remaining 70% still require human involvement. It highlights that AI can assist with routine work but not replace the majority of human expertise.

What is the key responsibility of humans when using AI?

The key responsibility of humans is to supervise and guide AI use. This means ensuring AI tools are used ethically and effectively, verifying their outputs for accuracy, and making final decisions or interventions where human judgment is needed.

Will AI replace human IT support jobs?

No. AI is unlikely to fully replace human IT support jobs. It can automate simple, repetitive tasks, but organizations still need human technicians for complex troubleshooting, empathetic customer service, and overseeing the AI itself.

How can I prepare for a career in IT support in the AI era?

Start by building a strong foundation in IT skills (such as networking, operating systems, and hardware). At the same time, learn to use AI-based support tools and develop soft skills like communication and problem-solving.

Carey Maceira

Career Planning

How to Make the Most Out of Your Externship

Why Human IT Support Is Still Essential in an AI World

Benefits and Limitations of AI in IT Support

Why Customers STILL Prefer Human IT Support

Empathy, Communication, and Trust

Handling Complex Problems and Edge Cases

Oversight, Accountability, and Ethics in an AI World

A Bright Future for IT Support Professionals

Final Words

Program Offered

Program Offered

Frequently Asked Questions

Why are humans important in the AI loop?

What is the 30% rule in AI?

What is the key responsibility of humans when using AI?

Will AI replace human IT support jobs?

How can I prepare for a career in IT support in the AI era?

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