My company executives thinks it can replace 100 percent of our help desk teams with AI agents.... This year.
Posted by NickBurnsCompanyGuy@reddit | sysadmin | View on Reddit | 966 comments
For the record, we support 100,000 users. Thoughts? Anyone else dealing with lunacy around AI potential from executives?
"Tell me you've never worked a day of help desk, without telling me you've never worked a day of help desk."
discgman@reddit
Lol, yes please do so and then in 6 months rehire everyone when the complaints come in.
NickBurnsCompanyGuy@reddit (OP)
Yeah, I'd love to see IT people unionize from this. So when rehiring inevitably comes they're paying a premium for it. But let's be honest, probably will never happen.Ā
draggar@reddit
Not in this day and age, at least in the US. Companies have retaliated against employees for trying to unionize, even closing some stores.
project2501a@reddit
You realize that the right to unionize was fought for, right? And I do mean fought.
SoulPhoenix@reddit
Sure but all they have to do against IT unionization is to send it offshore.
project2501a@reddit
Good thing we have seen how that has turned out.
And it is another reason to have strong unions: fight against jobs moving offshore.
SoulPhoenix@reddit
The UAW, probably the strongest union to exist, couldn't prevent their jobs going away (either through outsourcing or automation) and it was significantly harder to get rid of those jobs then it is IT jobs.
So yes, we have seen how that turns out, the Union changed nothing.
project2501a@reddit
The UAW was severely restrained by legislation that Detroit motor companies lobbied by the time those jobs moved to southeast asia in the late 1970s. So if you want to go by that timeline, there was 40 years of union operations from the start of WWII to 1980s that the UAW kicked butt and made the 1950s and 1960s and the 1970s.
Let's get 30 years of unionization in IT, dear colleague, and then we can judge for ourselves.
SoulPhoenix@reddit
The UAW were primarily relevant in the 70s, 80s, and 90s as far as actual influence. Before the 70s the United States was riding the economic high of WW2 and economic globalization wasn't really viable yet so wages increased naturally (also pre-lead gas boomers leading things but I digress). Once all that started to change and the UAW started striking every 3 seconds and kept demanding more and more money those jobs moved to Canada and Mexico (not SEA). Ironically the only domestic manufacturer that has really stuck around consistently has been Ford.
I've seen the history of industries with Unions that heavily influence pay (either it's literal organized Crime or the Jobs go away) nor do I want to be taxed more by someone else to tell me if I'm "allowed" to work.
Also, I know that people like to bring up Airline Pilots' unions but those mostly serve the purpose of protecting Pilots in the event they screw up (in a non-negligent/law breaking way) more so than pay. Unions at regional airlines for example do nothing for pay at all (hence the decades of relatively poor pay) and the Regional pilot salary gains they saw post covid were a result of the market and needing to stem the bleeding of regional pilots etc.
project2501a@reddit
You could had said "I'm a libertarian" from the getgo and save us all the trouble.
timbotheny26@reddit
Something something Battle of Blair Mountain...
project2501a@reddit
The Ludlow massacre, too
draggar@reddit
Oh yes, I've read the history books. They fought and died.
roboticfoxdeer@reddit
And won us the weekend the 8 hour day, sick leave, safety measures.
The idea that unionization is pointless is exactly what the bosses want you to think. They wouldn't need to fight back and propagandize so much if they weren't terrified of unions with teeth
project2501a@reddit
yeah, right up the the Haymarket affair
gafftapes20@reddit
Attitude like that is why have backsliding rights in the U.S. it and tech jobs are overdue to unionization.Ā
roboticfoxdeer@reddit
Not with that attitude
Unusual_Cattle_2198@reddit
Theyāll just outsource it to an offshore MSP
My_Big_Black_Hawk@reddit
Please kindly do the needful
v-irtual@reddit
Do you know what this phrase actually means, or is it some xenophobic trope?
traumalt@reddit
It's Indian English for "do whats necessary".
But the said comment is definitely using it in a racist way.
SoulPhoenix@reddit
Found the offshore contractor
v-irtual@reddit
There's also an implied trust, as in "I trust you know what needs to be done, please do it."
My_Big_Black_Hawk@reddit
You donāt have to be miserable _all_ the time.
v-irtual@reddit
I'm pretty much never miserable. Might have something to do with me not being a dick. /shrug
chaoticinfinity@reddit
It's more of an endearing notice; this phrase is an antiquated British translation/phrase that fit local language vernacular a little more closely to native contexts when translated across, and has been stuck in English-learning academia in India for a while. The use of the word "doubts" to mean "question" is another one.
Not really meant to be xenophobic, as it's a mark of an educated person; although unfortunately I would be disingenuous if I didn't admit a portion of people may view it that way, as it's a give away to having learned English in India.
Anecdotally, my coworkers that learned English here in the States do not say these phrases. š¤
ATX_GUNN3R@reddit
loool
Adimentus@reddit
Do not redeem!
Unusual_Cattle_2198@reddit
I canāt do the needful until weāve spent ten minutes reviewing my contact info so your records are up-to-date. I might have moved since we talked yesterday.
Nu-Hir@reddit
Yesterday? You mean 5 minutes ago when they disconnected the call after telling you to reboot your computer despite you doing it 5 minutes prior to calling.
ddesla2@reddit
... and revert back. Greetings of the day!
Bedroom_Bellamy@reddit
Back in my helpdesk days, I had a T-shirt that said this
Marty_McFlay@reddit
Yup, my last company kind of did the opposite. They started offshoring post covid, when the complaints got too high they said "see how bad people are, AI can fix this!" So now they went all in on AI. Which like...yes, AI will be better than a service desk in mainland china where people only work during normal chinese business hours and use google translate and have no technical training on our software but...we used to have a 50 person service desk team in chicago and another 20 person team in europe and 24/7 L1 and L2 support, so the bar isn't "is AI better", the bar is "how much worse are random contractors in china compared to experienced people who natively speak English, French, Spanish, Portuguese, and German to serve those countries"
RenegadeTwister@reddit
Out of the fire and into the frying pan.Ā
the_syco@reddit
Who in turn will just be one lad running 50 AI bots on a China based VM...
reserved_seating@reddit
The dvd drive is full, please check in kind.
bugtussleLM@reddit
Every time I bring that up to colleagues they act like itās completely unobtainable to the point of being fictional.
First_Slide3870@reddit
Some telecom companies in Canada have L1s and L2s that are unionized. It works, but it can be a bit ridiculous sometimes. It is of course very expensive. That said when I have a L2s thatās been there for 15 years because his work conditions are good, he might know more than a L3.
Drebinus@reddit
IT in most Canadian government ministries/corporations/GBEs are unionized.
It's honestly pretty good.
Source: Am IT in a gov't ministry.
First_Slide3870@reddit
Positives and negatives to everything.Ā
TheGrog@reddit
Rehiring will be out of country resources to be cheaper.
NickBurnsCompanyGuy@reddit (OP)
AI is code for All Indians
SeatownNets@reddit
I would love to see unionizing, but unfortunately outside of education nobody is unionized in IT for a reason. Way too easy to scab, there's a million MSPs local and outsourced who know how to manage a transition and have capacity.
A company of this size would have less options, but in order to have striking be a credible threat, a company needs to suffer economic consequences from firing everyone and be unable to replace them, neither is true for IT.
zeptillian@reddit
No. They will use the threat of AI to lower wages across the board.
What do you mean this is only 60% of the market rate? Just be glad we don't have a machine doing it instead.
Vinegarinmyeye@reddit
I was fired from a place I'd worked for 4 years as the ONLY techie in the company, wearing pretty much every hat that came with it, by a newly hired Ops Director who seemed to have some sort of axe to grind with me.
2 weeks later the owner of the business rang me very apologetic and asked if I could come in and help out with the shit show that had since upfolded
"Sure Bob, but I've started contracting now... You're gonna love my day rate!".
I did quite well out of the whole thing for a couple of months.
MitochondrianHouse@reddit
The pain of this could be a feature, not a bug.
unclesleepover@reddit
Finally being the hardware peasant pays off.
JesradSeraph@reddit
I give the two months top, one for the shitfest and one for the denial.
SmasherOfDaButtons@reddit
6 months? bold of you to expect that the revolt would take that long.
M365Expert@reddit
I think we'll all get fired for a year because of AI then when everything crashes and burns we will get hired back.
NickBurnsCompanyGuy@reddit (OP)
Agreed
VCoupe376ci@reddit
I got an AI telemarketer trying to hook me into a demo of an ERP system to spend 10 minutes giving me a diabetic safe brownie recipe with very little effort. To say these things are ready to replace humans is wild. It literally took almost no effort to get the AI to veer way off course. Any human would have dropped the call after 30 seconds max.
Amanpushpraj54@reddit
Excess this AI is magic. IT knows it just creates new headaches.Ā
Extra-Counter-9689@reddit
Well thats not going to end well haha
Pleasant-Seat9884@reddit
This place is going to burn...
daverhowe@reddit
Sadly, this is how it works, because the AI companies are pitching reduced headcount and hence reduced costs to the C Suite, and glossing over how badly that works with a shiny presentation.
Similar pitches are why so many companies have that horrible phone maze where you need to press eight buttons after listening to eight lists of possible options, get put on a wait queue for an actual human, only to be told you got though to the wrong human....
Timely_Aside_2383@reddit
I've seen smart routing make things smoother, but actual users are so unpredictable. we use monday service for some automation but the idea of dropping everyone and trusting ai for all helpdesk stuff is straight up fantasy. feels like decision makers want a magic button.
Relative_Hippo2549@reddit
The rich elites who make decisions like this don't ever have to deal with the consequences. I used to work for an internet provider, there was a direct line for ultra-premium customers, celebs, politicians, and other industry decision-makers. No IVR. No offshore call-centres. Straight to the elite business support team.
In the two FAANGs I worked for, the upper echelons don't even pick up the phone and call support themselves. They have account managers who do that for them. The account managers are not technical, just extremely nice and friendly types, whose real job were to be the lackeys of premium customers.
As for the rest of the customer base, nobody really seemed to care about them getting decent support. What are they gonna do, switch to the competitors? They're all using bots, or offshore call centres that read off a script too. It's all a race to the bottom, really.
hkusp45css@reddit
That's the kind of spectacle I'd LOVE to be involved in.
Not responsible for, just in on the ground floor of that goat rodeo.
tdhuck@reddit
Like most management, they are also clueless and the AI agents will not work like the execs thing.
What I would do is a POC and let the executive secretary go through AI support and film it for the exec or have the exec watch live. They will 100% change their mind once they see how crappy AI agents are.
SoulPhoenix@reddit
Depends on how bad your help desk is, if you replace a bad help desk with AI, the difference won't be noticeable imo
tdhuck@reddit
Sure, but then I'd argue there is no loss since there isn't a 'better' change by switching out humans with AI.
This is only a problem if your human HD is actually good, when you replace with AI the HD service/quality will drop.
VCoupe376ci@reddit
I have an exec at my company that thinks AI is ready to take over the world, today. An interaction like this would unfortunately not dissuade him at all. I am convinced a bad interaction with AI would be blamed on the user and not the maturity and suitability of the tech.
tdhuck@reddit
Executives are dumb, I'm not surprised.
makeitasadwarfer@reddit
Youāre still thinking the old way.
They donāt care if it works.
Customer service is a thing of the past. Corporations have realised they can get away with treating customers with contempt and they still make money.
Corporations simply do not compete on quality any more.
Isnāt late stage capitalism fun?
VCoupe376ci@reddit
Post Covid, most of my tech vendors that the company is married to never hired back the reps that weee laid off. Before Covid I would have problems resolved in hours. Since then it is days, to weeks, to never if my issue isnāt a catastrophic āsystem downā failure. Surprisingly though, the price on all these contracts went up despite the severe degradation of quality. Crazy right?
tdhuck@reddit
I was making a suggestion based on the assumption that they didn't want their own users to bitch and complain. If they don't care, then sure, roll out AI, save money and annoy your customers, it is your management decision, afterall.
cpz_77@reddit
Thatās what companies have been doing ever since agile development became a thing and business leaders decided that having paying customers be the QA for their software was a good idea. Thatās why software quality has gone down the shitter in the past 10 years. And AI has just accelerated that process exponentially.
When you start with dumbass concepts like āno professional QA needed becauseā¦automation and feedback loops!ā , and āminimum viable productsā somehow being considered acceptable to release as a production appā¦and then combine that with developers who are content to become āprompt engineersā and spend their day talking to Claude instead of actually writing code - and you have the current state of things. Companies save a ton of money and become āmore efficientā and pat themselves on the back at board meetings while quality suffers all over the place and customers are pissed as all hell.
Canāt wait to see what the next 5 years bring.
Fuzzybo@reddit
Enshittification!
whiterussiansp@reddit
ROI improves when people stop reaching out for support.
boofaceleemz@reddit
The problem isnāt that the C-levels donāt know that replacing their employees with AI will result in a shitty product.
The problem is that the C-levels think that they can serve their customers shit and get away with it.
Showing them what a horrifically bad customer experience that would create will change exactly zero minds.
vNerdNeck@reddit
You are thinking they care about the experience of the people when they can "save" x percent and stroke the ego with AI wins.
It's internal helpdesk. They don't give a fuck, and know that when they need help they'll just call the CIO.
RaNdomMSPPro@reddit
Only if it impacts profits. This test wonāt.
Nu-Hir@reddit
I don't even think it'll do that. The exec would just see how shitty the agent is and hire someone specifically for white glove support. The rest of the company has to deal with the AI Slop, the exec get someone dedicated to them.
TexasVulvaAficionado@reddit
This is a goat rodeo that consists of like 500 goats, 50 children aged 4-12, the instructions that the kids to ride a goat from a to b the fastest wins free ice cream for life, and no supervision whatsoever.
Some goats will die, some children will die, there will be many tears and no one will know for sure whether or not the goal was accomplished or by who.
RandolphCarter2112@reddit
You left out the piles of shit everywhere.
anonymousITCoward@reddit
but the grass will be neatly trimmed ...
Protolictor@reddit
There's no grass, admin salted and scorched the earth long ago.
seamonkey420@reddit
well. the grass is always greener...
Ur-Best-Friend@reddit
Not when goats get to it, those fuckers will strip everything bare right down to the soil.
urbanhawk1@reddit
Due to all the fertilizer.
adv23@reddit
More like brownish
BanAssaultGeese@reddit
What about the carpet?
anonymousITCoward@reddit
well only if they match the drapes...
CDSEChris@reddit
If you make that one of your KPIs, the quarterly brief will look beautiful
wenestvedt@reddit
Yet the grass will grow back in a few weeks -- can they afford that quantity of goats twelve months a year, and not just for a sprint? Time will tell....
dk1988@reddit
You'll be lucky if you see a single blade of grass after 500 goats get at it, they don't just cut the grass, they rip it from the ground.
PushingData@reddit
And bonuses for all director level managers and above!
abuhd@reddit
Neighbors won't like that, competition created
Putrid_Promotion_841@reddit
The piles of shit exist regardless!
knightofargh@reddit
The Copilot generated all company emails from leadership make me believe the executives think they can replace a lot of people with LLMs.
They made the decision. They were in the OP.
seamonkey420@reddit
so much shit.. everywhere.. haha!! perfect analogy of the future chaos..
BoilerroomITdweller@reddit
This is the best analogy. Stealing it.
mdistrukt@reddit
...and the architects will have long since taken their golden parachutes and fucked off to their next adventure.
bernys@reddit
This is the funniest description I've heard for a project in a long long time. Thanks for the laugh.
_SundayNightDrive@reddit
You had me at "goat rodeo"
pmandryk@reddit
It will the the greatest of all time.
Ummgh23@reddit
But it sure sounds fun to watch!
dcgrey@reddit
Wait, what about the ice cream?
dickg1856@reddit
I assumed it was Greatest Of All Time Rodeoā¦not actual goats, i do like your idea much better.
bastardblaster@reddit
Both?
docshipley@reddit
Texas or Oklahoma?
I died laughing at this - hadn't heard "goat rodeo" in a long long time.
hkusp45css@reddit
Texas, by God
docshipley@reddit
Forever and ever, Amen.
Flabbergasted98@reddit
I finally get why some people say they want to give it all up to go live in a cabin in the woods.
Deruji@reddit
And read from the book of the dead
Flabbergasted98@reddit
whats this passage say here? 0110, 0110, 0110? Weird.
panamaspace@reddit
I moved far, far the fuck away from everyone and large population centers post pandemic.
HIGHLY RECOMMEND.
YourTechSupport@reddit
Same. Didn't end up farming goats.... yet.
Appropriate-Border-8@reddit
If you do decide to raise goats, there is help for that:
Amazon book - Raising Goats for Dummies
Marty_McFlay@reddit
I did that, kindof. Then they built a datacenter (that employs a whopping 20 people? Maybe 30?). Now our wells have undrinkable water and electric bills have gone up by orders of magnitude. Sure Amazon has to pay the county 20 million dollars in fines and the pipeline company has gone bankrupt so the county tax revenue has plummeted since the datacenter got a "tax incentive".Ā
PoeTheGhost@reddit
Iām working toward this goal. So far, Iāve narrowed it down to ~90mins of driving per week to sit in a half empty office for ~8hrs per week. I love my touch-free enrollment/onboarding.
Eventually, Iāll be living in the woods near the coast with all the amenities I can DIY.
AntonOlsen@reddit
I'm dropping out in 3 years. Gonna hop in the van and travel the country exploring the local music scenes. I have a side gig that aligns well with that and will make it possible.
Ferretau@reddit
Perhaps the Preppers knew something in advance we didn't
Kusibu@reddit
Guy from Microsoft went with geese. I'd personally lean towards ducks.
TalkingToes@reddit
Make sure thereās no cell service available, and Iām 25 miles from Baltimore.
coconutpiecrust@reddit
I would not want to be one of the customers, though.Ā
WinterTourist25@reddit
Soon you will be. I'm already encountering AI as the first level of tech support I encounter for many things. I just ask it for a person.
stirnotshook@reddit
This needs to be higher - I donāt think AI has ever been able to solve a technical problem for me and just makes the situation more frustrating when you can talk to an actual person.
VCoupe376ci@reddit
Same here. It will confidently spew out answers that are wrong, then confidently move on to the next solution it is sure about when you tell it that what it gave you didnāt work.
The only way AI will spit out anything usable is if the user properly outlines the issue as well as all the details of their problem, what steps they have already tried, and what they want the AI to do to assist. I have exactly 0 users that send tickets like this. Most of my users submit tickets with intricate one liners consisting of āHelp! My computer isnāt working.ā
Without substantial user training and the user being willing to work out their own problem systematically like a tech would, AI taking over helpdesk will never work.
Appropriate-Border-8@reddit
"Can't print" submitted with no printer location and no workstation hostname. Have to either track them down to ask them or check their PaperCut print logs for it.
VCoupe376ci@reddit
Yep. These happen almost daily. On another note, what will AI do about actual jams? Our copier literally pops up an animation with arrows and step by step instructions of what door to open and what to check/remove to clear a jam yet every single time it happens we have a user that couldnāt figure it out. What then?
AI absolutely has its place as a productivity tool, but replacing IT employees is absolutely out of scope with current models. The issue is the folks driving these decisions are acting on the hype rather than seeing the situation for what it is. Th e need for actual humans in IT will become apparent almost immediately, but it wonāt be until after the damage is done.
Jarrus__Kanan_Jarrus@reddit
My first request after āhi, Iām an AI agent, look-at-me!ā
āConnect me with a human please.ā
Tyzorg@reddit
"Sorry, I didn't understand tha- sorry, I didn't understand tha- sorry, please try again later CLICK
Artistic-Dirt-3199@reddit
Yep, whle I enjoy working with AI in my free time, I wouldnt trust it profesionally with literally anything. The amount of hallucinations and absolute bonkers illogical results is astounding
creativeusername402@reddit
I used to be part of one of those places, that seems to want to make this happen. Shout-out to /r/employeesOfOracle.
nobody1701d@reddit
TBF, Oracle error code descriptions were as dense as a neutron star and no one understood them
dreadpiratewombat@reddit
Honestly if this is the kind of customer-centric thinking the senior executives of this company have, they're probably doing their soon-to-be-former customers a big favor.
beren12@reddit
Most of the soon to be former customers might agree.
pc_jangkrik@reddit
Aint my monkey aint my circus but i would really love to see the whole show
nullpotato@reddit
It's the kind of spectacle I want to hear about online or from a friend but definitely not one I want to see where I am working.
hkusp45css@reddit
Oh, where's you sense of whimsy and adventure. C'mon, that would be AMAZING to watch.
OzymandiasKoK@reddit
Only if you can be sufficiently on the sidelines that you don't have to pick up the pieces or the slack.
wenestvedt@reddit
...Or where I am a customer!
danielfrances@reddit
I don't. I don't want to be anywhere near misguided narcissists who will discover their mistakes only after firing (sorry, restructuring) way too many people.
It would be hilarious if the livelihoods of hard-working people weren't at stake.
sweetteatime@reddit
Anyone else fucking hate upper management lately
BanAssaultGeese@reddit
I would be tickled to death over the fallout. Massive oof.
tuxedo_jack@reddit
Every time I see AI used in a production environment, I think about how much time the people who had that jammed down their throats took to actually QC the results.
And then I laugh my ass off when I see just how fucking badly most of it fails.
NickBurnsCompanyGuy@reddit (OP)
I saved my firm 50M dollars last year (really) handling a critical incident by circumventing all of our "process" and getting a resolution quickly.Ā
AI wouldn't opened a change request and moved on from the user awaiting them to fill out the forms.Ā
hkusp45css@reddit
This is where automation fails, the edge cases. Unfortunately, IT mostly consists of edge cases.
hotfistdotcom@reddit
this will pull in everyone, and everyone will be involved. this is a clusterclysm I want to hear about from a distance in a follow up from the OP in a couple years.
Engineering firm I worked for brought on some helpdesk contractors during an acquisition. Previous helpdesk solo guy was stealing from the company a bunch so suddenly I was in charge of leading them and also doing my job as a sysadmin. We had a sysadmin and a net admin for about 800 users, and 3 helpdesk guys. Then two helpdesk guys. then "don't worry, when the acquisition is done you will fold into the german multinational helpdesk and thye will handle everything so all of helpdesk will be tier 2 and you won't have to manage those guys any more"
Fast forward to that point and we don't extend the helpdesk guys contracts. I insist we need them as they are working constantly "no no it'll be fine" and of course it wasn't. about 2 months into that we get an explicit directive from local leadership that the german helpdesk (outsourced to india) will not be used. All tickets will be forwarded back into our system and the director of IT was doing triage for tickets coming in, which of course got dumped onto me and the net admin. Was super fun.
Can't even imagine how stupidly the AI push is going, but I imagine it's a lot like that, but worse.
ContributionFit1243@reddit
Itās tragic that so many of the suits who come up with ideas like this just float from one failure to another without ever getting shitcanned for their stupidity.
RevLoveJoy@reddit
Get paid to hand out free gasoline and strike anywhere matches?! (yes, I'm dating myself) How do I sign up?
jackwmc4@reddit
šÆ get the popcorn ready and enjoy the show
Inevitable-Star2362@reddit
Not when they keep taking away the water hoses haha.
End0rphinJunkie@reddit
The problem with being near the ground floor is you still get hit by the falling debris. Those teir 1 escalations are going straight to your oncall pager when the whole thing inevitably fails.
hkusp45css@reddit
We don't do "on call" ... we staff our IT department appropriately.
countsachot@reddit
Me too.
toilet-breath@reddit
I agree and disagree, I donāt want to be involved in that by thousands of miles. But to be a fly on the wall would be fun!
trev2234@reddit
Sounds good. Get some popcorn and watch the horror show unfold.
RobKFC@reddit
I would love to be a fly on the wall day 1.
viral-architect@reddit
Goat rodeo is exactly how I'd describe it. If I could just join the org to watch the transition and then bounce, that would be ideal.
Shazam1269@reddit
And when it fails in a spectacular fashion, the C level smooth brains will throw AI under the bus.
hkusp45css@reddit
Joke's on them, you can't put AI on a PIP
Lucky__Flamingo@reddit
Maybe we can sell tickets. There must be a worthy charity we can raise money for.
hkusp45css@reddit
How about the HKUSP45css fund to help him live the life he'd like to become accustomed to.
throw0101a@reddit
TIL:
oracleofnonsense@reddit
Where are we going to invest all the saved money?
rubmahbelly@reddit
KI datacenters, doh.
rubmahbelly@reddit
You will need a lot of popcorn for that.
@OP: tell him that he is a knucklehead in professional wording, and lay out what would happen.
Admins will be needed for the next 10 years minimum.
nbs-of-74@reddit
more like, fly on the wall with copious amounts of popcorn, and absolutely no phone or email that i can be pestered through.
genxer@reddit
I just want to watch, with popcorn.
Miamichris127@reddit
Tremendous reply A+
CyAcSysAdmin@reddit
I'd love to see AI help the tech illiterate boomers or guide the overworked employees on how to diagnose printer issues.
ddosn@reddit
LOL.
LMAO, even.
No. Just no.
Suitable-Hand-1059@reddit
I would talk to the help desk employees and have them draft an agreement to return at double their wages when that goes tits up.
TheHatedMilkMachine@reddit
You know what humans can do that AI can't?
buy a shitload of pitchforks
NickBurnsCompanyGuy@reddit (OP)
I've low-key been saying someone needs to start the Pitchfork party and I'm thinking about investing in a warehouse of pitchforks.Ā
TheHatedMilkMachine@reddit
pitchforks will def be a growth market next few years
ArtDeep4462@reddit
Let them do it and let it fail. Then point to the manager that championed the initiative loudest.
NickBurnsCompanyGuy@reddit (OP)
Oh man, they never walk the right people over these bad decisions. Every decision is made in a compensation spreadsheet, with very little oversight of what the people they're firing actually do.Ā
punkwalrus@reddit
Back in 1991, the Lotus 1-2-3 Spreadsheet days, I was working for a company where I was the ONLY computer literate guy on my staff. It wasn't part of my job, it was just a coincidence. We had one of the IBM PC-clones in the back where we would enter stuff into a program, and it would display stuff on a spreadsheet when the district manager (DM) would show up and enter in his "special commands" (the function key row). He had just taken a bunch of classes on PCs which included Lotus 1-2-3, which was the MS Excel of its time. The DM was a weird title, because we only had 20 stores and one district. He later was promoted to vice president.
He loved showing off his computer skills, and when I understood what he was doing, he would openly boast to me how he was going to automate everything with a spreadsheet. The entire store's operations. Based on sales, the spreadsheet would know what to order, and then spit out a report that "any minimum wage person could do." Given this was what management (my level) did, this was a little alarming since when we called suppliers, it was more than calling in orders. There were deals and counter questions, like:
"I don't have A, B, or C. My supplier is backordered. Can I interest you in D or E? I'll sell them to you at A,B,C prices," and you knew your store's budget. "Oh, the computer can do that, too." Uh huh.
Then he showed me his "big project," where he had every store and every salary of every employee in the spreadsheet, and said due to his "math," he could eliminate all full timers (non managers working 40 hours/week) and keep only one manager and some part timers. "Part timers we don't have to deal with insurance, and we can base their sales on commission." It boiled down to "firing everyone in column E" or something. He was right, purely money wise, but to fire all our full timers was a disastrous idea, structure wise. I mean, it was the bulk employee of every location. Most only had 2-3 part timers with inflexible schedules (teens in school, people with second full time jobs elsewhere), so locations went from a staff of 15 to maybe 5 trying to cover 66 hours.
Well, he did it anyway. And rather suddenly. So suddenly, he decided to fire all the full timers after the payroll cycle, so we had to tell some full timers the last three days that they worked were unpaid. Yeah, yeah, I know, illegal. But see, they were in column E, and the computer is mathematically correct, right?
Well.
All those full timers filed for unemployment, and it turned out that the company had unemployment insurance, and this was a HUGE blow. So they told us after a week of uncountable disasters to "hire some of them back," which nobody came back (at least in my location). And some sued for the time they weren't paid, which was reasonable.
But hey, column E.
doooglasss@reddit
Watched my company try to do something similar.
They ended up with pissed the fuck off customers and hiring nearly double the staff they previously had.
My_Legz@reddit
Due to the cost it kind of has to replace human talent. The math doesn't really make sense in most cases if it doesn't except for some very niche cases
AnsibleAnswers@reddit
They think it can replace everyoneās job because it actually can replace their jobs.
BrokenByEpicor@reddit
I'm not so sure about that. ChatGPT has a pronounced talent for convincing people to kill themselves, but I haven't yet seen it sexually harass a secretary of its own volition.
stupid_pun@reddit
https://www.youtube.com/watch?v=uTl8ZYImjBQ
Tom Cardy explained it best.
BrokenByEpicor@reddit
The plight of AI.
agoia@reddit
Just use a model trained on twitter like Grok, it'll get there in no time.
RabidTaquito@reddit
Less than 16 hours, to be exact. And it'll become a massive racist to boot!
For the unaware, this actually happened with a chatbot called Tay that Microsoft told to learn from Twitter.
BrokenByEpicor@reddit
First holocaust denial and then sexual harassment? I see they hit for the fences first, then cleaned up the infield.
fogleaf@reddit
I've generated that file you requested, and also a nude of you
Nu-Hir@reddit
Not with that attitude.
cantholdmedown4@reddit
Exactly.
many_dongs@reddit
Itās almost like the real problem is that the executives are retards with no accountability
Firefly10886@reddit
Iād just like to say what the fuck are they thinking.
We all know users want IT to remote and fix everything for them. How is AI going to literally fix any issue? All it can do is tell users what steps they need to take. Nobody is going to be ok with solving their own IT shit even with direction.
Rentun@reddit
I mean... That's not all it can do. It would be a very bad idea to allow AI agents to have the sort of across the board administrative access it would need to actually fix things, but you could do it.
That would be pretty cool to sit around as a fly on the wall after that implementation and see what the fallout is.
uzlonewolf@reddit
Easy: they'll just let the AI remote in and fix it! It's not like giving AI full access has ever gone wrong before /r/technology/comments/1sxaa7a/claudepowered_ai_coding_agent_deletes_entire/
sly-3@reddit
They don't want it fixed. Intentional sludge to keep customers from seeking resolution. I'll bet their clawing back features to save money and want to delay mass cancellations.
Boxinggandhi@reddit
This has been true at every place Iāve ever worked. Fuck up move up.
Awkward-Activity-302@reddit
FUMU
303onrepeat@reddit
Same for me, I saw some of the absolutely worst managers get pushed up to C level roles they had no business being in.
Etrigone@reddit
The most "successful" ones I've seen implement massive change, claim even more massive wins and aggressively jockey for a promotion way outside the zone they just screwed up.
Sadly seems to be very effective.
bastardblaster@reddit
Fail upwards.
OrganizationTop6228@reddit
Exactly! Not only is my company boasting that they want to be the leader in our industry to use AI (which terrifies me because our new computer system is bad enough without implementing AI) but they recently eliminated an entire department (non AI related).
They eliminated the dept based on a decision by the Sales dept. Sales has no clue what anyone else in the company actually does and losing that dept has been a nightmare. You cannot quantify their necessity to the company based on numbers alone. It not only negatively affects us but also directly hurts our customers.
Plus other good people are now leaving because they're concerned about the future of the company based on these idiotic decisions.
rehab212@reddit
You gotta convince the genius they came up with the idea to put their own name all over it. That way everyone knows who was responsible for Timās AI Helpdesk initiative.
koshgeo@reddit
"Hi! I'm 'Tim', your AI helpdesk assistant. How can I help you today?!" [waves Clippy-like animated hand]
If they're responsible it should really be named in their honor.
donjulioanejo@reddit
Tim will roll it out, put it on his resume, claim $2M annual cost savings from not needing a helpdesk anymore, and jump to another company with a paybump and a title change.
cptjpk@reddit
Yep. Immediately start using their name on it. Every time and everywhere until they force you to stop. Then start using the department name.
bjos144@reddit
Then it's the right decision for someone.
Cormacolinde@reddit
The manager who will save the company millions of dollars, get a bonus, and use their āprevious accomplishmentsā to get a new job at a new company doing the same shit before the whole thing explodes?
Fistofpaper@reddit
There's a graphic for this (note the rehiring of wage slaves in the background):
d00n3r@reddit
Ah man that's good. And depressing. I'm thinking about another career change... Legally growing cannabis.
Fistofpaper@reddit
Until the lack of tobacco users in Gen-Z/Alpha causes all of those companies to pivot into the production space for cannabis. Ride it until then though! We just flat have a recession every 2 decades, so plan on a few pivots yourself through the years.
d00n3r@reddit
Funny, last decade I was a stagehand. Now I'm in IT. Cannabis farmer/cultivator in the future? Why not.
Successful-Age6747@reddit
what is the board clapping on
Rockleg@reddit
the board gave an arm and hand to HR, that's why they're worth 40% more now. I guess.
Fistofpaper@reddit
Comics are typically not completely literal, sometimes they're a bit more complex. What you are referring to is the sound of one hand clapping...in visual representation form.
Privacy_is_forbidden@reddit
I have seen HR get enormous raises while the rest of the company is flat or has layoffs.
I know a company that outsources all operations from IT to janitors and those teams basically never get raises, but you can bet your ass every single person in HR has gotten raises and promotions after 5 years, usually more than one... because promoting from within means everyone in HR gets a title change and pay bump every 24 months max.
Direct-Fee4474@reddit
the ole' McDonnel Douglas leadership runs the company into the ground, get bought by Boeing, get placed on the board, and then run Boeing into the ground. Jack Welch was a cancer, and unfortunately MBA programs are catered specifically to attract people too stupid to recognize that.
Cormacolinde@reddit
Iām also a Welch hater. āThe man who broke capitalismā has been one of my favorite books in the last few years.
draggar@reddit
.. and if it fails and they have to resign they always have their trusty golden parachute.
xb4r7x@reddit
Don't let them do it, and don't let them fail. Your job as the sysadmin is to call this kind of shit out. If they do this, it backfires horribly, you're the one they're going to be asking why you didn't say anything, then you're out too.
What you need to do is quantify the work the helpdesk does, and prove with actual data whether or not AI can accurately do all that work, and then make recommendations accordingly.
draggar@reddit
While I agree, the issue is that how many people will lose their jobs before the execs realize they screwed up?
DiggyTroll@reddit
To them, it's just one of the amusements of class warfare: increasing the average desperation of the masses. The execs will never admit they screwed up; they'll leave for better jobs or change the narrative
DeviousFeline@reddit
Little bit dramatic and off topic lol.
The more sensible position is that itās an incredibly low hanging fruit in capex and opex, it will likely not go well at all however (as noted throughout the thread). But itās a trend we will see repeated with increasing efficiency. Especially in bizops and procedures and data entry farms.
DiggyTroll@reddit
It only seems dramatic when you believe in a free market. I agree that hands-on jobs providing care/support are safe for now
tuckermans@reddit
Great post. Thereās gonna be a lot of companies tripping on their dicks out the gate, but they will eventually get it close enough.
DeviousFeline@reddit
Yep, in my view itās gonna get rid of the most tedious part of the industry - phone calls and email helpdesk work. Much like the call operator of yesteryear. The call centre is definitely dead and buried.
The infra analysts, sysadmins, ops, networks, repair all that isnāt going anywhere, might even get paid more if there are more jobs going.
ITaggie@reddit
That depends on what you think the objective of the help desk is. Is it customer support, or is it simply a triage center with a knowledge base?
Time and time again it's been shown that automated (including LLM) tier 1 support results in much lower customer satisfaction, so if your goal is to keep your end users happy then it's not exactly a "perfect fit" as you seem to be implying.
Switchboard operators were operators first and customer support second, so the analogy doesn't exactly fit.
agoia@reddit
It'll result in most of the stuff being handed of to T2+ being AI slop with a pissed off customer to boot.
bites_stringcheese@reddit
If I can have full control over the LLMs parameters I'd accept this.
one-man-circlejerk@reddit
Like the other guy said, unicorns will be real.
What we're gonna get will be a vendor's black box with some consultants in the middle adding friction.
thunderbird32@reddit
Question: if you get rid of the desktop support roles, where I suspect many/most of us got our foot in the door, how do you fill those "infra analysts, sysadmins, ops, networks" roles in future when folks retire?
WendoNZ@reddit
Where do you think a lot of these people came from originally? To be clear I don't disagree. It's the same on the coding front, all the juniors are being replaced with AI at an alarming pace. Give it 5 or 10 years when the seniors leave/retire and there will be no one to replace them. That's when the shitshow will really start
roboticfoxdeer@reddit
Also unicorns will be real
DeviousFeline@reddit
There is no reason at all to suggest infra operations will be automated in any way really any time soon. Information at some point has to be processed outside a database, typically as the trend goes by a bipedal creature clutching cable strippers, a pin tester and a console cable.
Andromigo@reddit
About 66%. Then it will be up to the remaining 34% to do the work of 3 people each, to keep the company functioning and to make it look like it was a success. While the remaining 34% are tiring with the workload, waiting for the relief of new hires, it will not come. A temp here and there, but nothing permanant. The "success" has made this now the new norm. You are expected to do the work of 3 because you showed you can do it. At least until they decide to make their next attempt anyway. If you're lucky, you'll be one on the lay-off payouts this time round.
draggar@reddit
The old feigned success. Just like a lot of things. With a large side of "do more with less" attitude we've been seeing over the past 25 years.
koshgeo@reddit
That's why you suggest that the CEO leadership should be the first ones to try out the new system for their helpdesk support as a trial before fully deploying it.
viral-architect@reddit
It's all about gutting the value and then selling it off like the used sock every company in the US inevitably becomes.
ArtDeep4462@reddit
You can only solve what you can solve.
FedUpWithPeople26@reddit
Last I saw around three million and counting.
Bebilith@reddit
They will leave just before the impending disaster, with a wonderful āSuccessfully implementedā¦ā item on their resume
19610taw3@reddit
If the economy wasn't so bad and the helpdesk staff actually had a chance of finding a job, I'd say go for it and watch how bad it fails.
I can say I'm in somewhat of a similar situation, it's failing HARD and I love watching it.
viral-architect@reddit
Enthusiastically talk about all the edge cases it solves in great deatail every time it's mentioned. When it fails at all of them in the end, you get to say "But I brought up these requirements every step of the way and you assured us that they were solved!"
ranhalt@reddit
A manager/executive taking responsibility for something that went bad?
caffeine-junkie@reddit
They will just point back saying the idea wasnt a failure, the implementation was. Which puts 100% of the blame back on those who tried to implement a shit idea.
ScroogeMcDuckFace2@reddit
the person would get promoted. never fired. that's the way this clown shit works. fail upwards.
djk29a_@reddit
The issue is that everything besides the person and idea being wrong / misguided will not be on the table for why it failed / didnāt live up to expectations. As such, I expect that eventually with enough failures even managers will become AI skeptics / cynics by late 2027.
Companies that were already garbage at support in the first place honestly will probably do fine and hand-wave it all away because itās not much of a factor in customer retention because they tend to be in areas with little competition or high difficulty in moving to another business. Think ISPs and consumer banking. Itās the SMBs doing these efforts that have the most to lose IMO because usually customers tend to pick them over bigger companies for ideological or high-touch / customization kind of reasons. Some of these customers were possibly even fired by prior vendors in the past because they were way, way too costly or they were abuse / monopolistic of the vendorās resources.
SudoDarkKnight@reddit
Why would you want to let them do it? That would cause a lot of people to lose their jobs for your fun to watch this failure..
redzeusky@reddit
AI requires clearly formed questions. Is AI going to talk an executive off the ceiling once he thinks heās deleted his most critical files?
knightofargh@reddit
The Copilot generated all company emails from leadership make me believe the executives think they can replace a lot of people with LLMs.
jjwhitaker@reddit
My manager wants me to use copilot to solve for the future architecture of a core application, which is behind by about 6 major versions. We need to carry forward almost 30 years of data and more from this core application, with major legal issues if we lose documents or delete anything without proper legal process/certification.
He informed me this in a call, then sent a copilot generated overview of what he wants (which he was reading off in the call).
His job can be done in copilot. Mine, not quite yet.
TexasVulvaAficionado@reddit
When in reality, the jobs best suited for replacement by AI at this point are those same executives. Bullshit in, bullshit out, just like them.
knightofargh@reddit
The execs donāt like it when the LLM tells them reducing their compensation would drive shareholder value better.
jimicus@reddit
It won't, because if there's one thing LLM is really good at, it's creating a one-person echo chamber.
ReadyAimTranspire@reddit
If you are, you know, self aware and prompt it as such you can make it come at whatever from multiple perspectives etc.
But let's be honest, most people, especially narcissistic upper management, are completely incapable of introspective thinking and trying to see their own cognitive biases
VCoupe376ci@reddit
You can also get it to validate whatever you say as long as you word it the right way no matter how wrong you actually are.
ReadyAimTranspire@reddit
Which is pretty much what I was saying these people would do
G305_Enjoyer@reddit
Corporations exist for executives to extract value for themselves
Deep-Detective-9226@reddit
Which in fact means... THEY can be replaced?
BlackSquirrel05@reddit
They see workers as a "tax" and an inconvenience.
So yeah.... I wish more people would pick up on this. The folks saying AI is going to make life better... Are the people selling AI.
We said the same about other parts of tech.
Yeah google maps and streaming is great. What about the rest of it?
How we feeling?
Fourply99@reddit
Let them please. Good god the sooner these fucking idiots see how bad AI really is the sooner this bubble bursts.
The working class is going to get fucked either way. Letās just get it over with already
Therealpolishbeast@reddit
Just came back from Knowledge 26. Every support centered session was about how these companies replaced their entire L1 with AI lol.
Warhead64@reddit
Some of your help desk should be retained for both backup to the AI going down, and to supervise the AI.
I would be very interested in how the shift right (not left) hits the resolver teams.
XRlagniappe@reddit
Have them tie their compensation to user satisfaction survey results before and after. Put their money where their mouth is.
Altruistic-Box-9398@reddit
sounds more like "My company executives thinks it can replace 100 percent of our help desk teams with AI agents manifested by Me.... This year."
ThisIsBrahma@reddit
This may be unpopular but we are augmenting the OT team with AI because the team fails to be more than robots that can only complete bare minimum barebones tasks with step by step instructions.
Put an inventory together? A year later, itās a hodgepodge mess in a damn spreadsheet. No tools and no process. Just randomly adding things that are o it dated. For context, the team is 12+ and they support 500 users and three servers running 12 VMs. Most of the company uses cloud resources that are managed by the cloud team. So, all they are doing is help desk. Non-compliant in every external audit for the last 18 months. Two directors rotated out. The team stayed the same and added more people.
While your situation is different, if the top doesnāt see the results, they are going to look for ways to get those results. Right now, thatās AI. If the IT teams stick to āthis is what we do and this is how we will do it, and no moreā principles from decades ago, the business is going to move on. Never assume you are not replaceable.
gkar_of_Narn@reddit
I might be willing to go as high as 80%, because in my experience most calls are at the level of "how do I connect to a network printer". On the other hand, a couple of days ago, I looked something up and got an AI answer which typifies a huge problem with AI.
I saw a TV show from the 90s with Mike Connors and Pernell Roberts, repeating roles they played in an episode of a series from 20 years earlier. I was curious about the original episode, so I looked it up. In the AI answer, it said that Pernell Robert was apeparing in the role of Joe Mannix, which he played in rthe 1970s. For those who are not old enough to remember, it was Mike Connors who played Mannix.
Most people are going to either blindly trust what the AI says, do not have the technical knowledge to question the anwers or both. Also, as all IT people know "garbage in, garbage out". If the information the AI agent uses is garbage, the answers are going to be garbage.
EnDR91-EC@reddit
AI fatigue. They're going to be surprised after getting a bill with the credits used š
duncan_thaw69@reddit
I have product managers rolling their own āworkflow automationsā that write to base systems āso they donāt have to bug meā. I have 15 people in accounting being given n8n access and seminars on how to make automations. Every single slide of our MBR was produced by Cortex+Claude.
Individual_Bug_9973@reddit
Lmao. Id love to see this in healthcare IT.
Hahahaha.
I turned my computer off and on (it was just the monitor)!
YES THE MONITOR FOR THE ANESTHESIA CART IS NOT WORKING. (BEEP BOOP SAD COMPUTER NOISES) JUST SEND SOMEONE THIS IS A LIABILITY!
Several-Arugula-3749@reddit
we already did this dance with the messaging team last quarter, no handover, no training the bot, just gone. about 5 months in we're still cleaning up tickets that route nowhere. nobody's getting fired over it btw, the guy who pitched it is somehow on a different team now doing "ai strategy"
OkInternet3562@reddit
100% of the help desk staff! That is a bold move to assume that your AI is going to do everything right, everytime. Much less people will be needed but someone will have to check the AI's work and fix it's errors.
CeC-P@reddit
It'd go better than my last company's migration to Indian call centers. They went with the one that Microsoft terminated contract with in the past for being too awful. Everyone's pissed.
serverhorror@reddit
Give them a sealed envelope. "Open in case of emergency". Put inside: "I wanted to tell you, but you wouldn't have believed me".
Sea-Philosopher-8501@reddit
Executives pushing full AI replacement for 100k users haven't watched a chatbot try to explain why someone's VPN won't connect to a guest network. Qoest builds automation that actually works, but even they know the hybrid approach saves everyone from revolt.
Jsorrow@reddit
Will this Narrow Guage train wreck be televised? Asking for a friend. Because that sounds like the comedy of the year right there.
TheRubberWarhorse@reddit
It will end poorly. They are hiring back more than half of the people fired due to AI in 2027. They might have a different tune when they see the token costs.
Ganthet72@reddit
Can't wait to see what AI makes of calls like "My Microsoft is offline" and "The thing I use to make reports is broke"
CoffeeOrDestroy@reddit
Ticket subject: itās not working Body of ticket: NOT WORKING!!!!!!!!
longlivemsdos@reddit
and ticket subjects that in no way match the body
iPhone_6s@reddit
AI is actually pretty good at making sense of vaguely related nonsense, which is why it's so popular with dumb people. What it will struggle with is anything that requires more than explaining basic concepts, like locking or unlocking a user account, because it will screw up generating the code and accidentally apply changes in swathes. Never give it admin perms.
ZY6K9fw4tJ5fNvKx@reddit
You can laugh all you want, but It already beats our service desk. It will be burned to the ground once it starts hallucinating or the CEO gets into a loop of answers.
Copilot answer to "My Microsoft is offline" : What I need from you next
To give you the exact fix, tell me what youāre seeing on your screen:
Windows95GOAT@reddit
One of our suppliers has a chat bot first helpdesk... I asked a basic question. The answer was to contact a representative.
Bitch what do you think i am trying to do?
TomCatInTheHouse@reddit
I had a user the other day stop by my office to state their "browser wasn't loading things right."
Ok... now guess what the issue was before I tell you.
They had accidentally changed the view in their classic outlook inbox and didn't like how it looked and didn't know how to change it back.
How long would it take an AI chat bot to figure out it had absolutely nothing with a browser nor things loading right?
AccomplishedJoke4119@reddit
An actual ticket my coworker has right now is "TMs hard drives USB port is not working and can not connect to the network." The actual issue is that the ethernet port is broken on their computer
I don't think an AI could figure that out, but that was also sent to us from one of our 1st level techs, so we can't always either.
inertiapixel@reddit
The internet is not on
Fine_Tomato3412@reddit
"It rotates all day, im so pissed it rotates all day"
strawberryjam83@reddit
Could work if end users actually told.thr truth.
Will be binned off the moment it doesn't bow down to the salesman of the year and his demand a wireless mouse that doesn't ruin his life with needing charging every other month.
Lopsided_Status_538@reddit
Pahahahahahahahah.
Oh my God I'd love to watch this unfold.
Queue the popcorn and absolute madness when a higher level user runs into an issue that AI is just wildly unable to handle. Watch the exec team to scramble to fix it asap.
Hahahahahahha Jesus Christ the lunacy.
NickBurnsCompanyGuy@reddit (OP)
Honestly too, question is where is the AIs guard rails going to be on what it's instructing a user to try. And what about hardware issues you morons?!Ā
AI is going to have my CEO opening up his laptop and replacing the MoBo pretty soon lol.Ā
longlivemsdos@reddit
yep and 'turn off this security feature' rather than the spend bit more time to migrate it to doing the modern way. (thats assuming the doco is even upto date enough for the AI to use)
also 100% of helpdesk..., watch those consumables go flying off the shelf if self servicing without oversight.
Merda_et_Musicus@reddit
I predict that a new "executive IT support" department gets created.
Windows95GOAT@reddit
until the AI robots start plugging in dock cables or power supplies, i will never feel threatened lmao.
Fine_Tomato3412@reddit
please keep us posted how this turns out.
Tiny-Veterinarian532@reddit
"Replace 100% of help desk" is the kind of sentence that gets said in a boardroom by someone who has never once submitted a support ticket. AI can handle the easy stuff really well. But easy stuff is maybe 40% of the job. The other 60% is why your team exists.
Dangerous-Activity55@reddit
Because they're greedy idiots.
voodoo1982@reddit
Start using AI immediately to build an unbiased review of all your tickets back a few years. You need to show the outliers. Focus on coordination efforts for non existent workflows. If the company hasnāt really shored up all its request workflows there is NO way AI can replace its agents (yet).
Plenty-Tea-6386@reddit
āwhat do these billionaires and rich elites think idle hands with highly technical skills and understanding of user behaviour are going to do with all their free time and desperation?ā
Optimised Marxism.
BoilerroomITdweller@reddit
See a law firm is run by lawyers and hospitals ORs are run by doctors but too many IT companies are run by grocery store clerks.
I seriously donāt get how IT companies survive with Calvary Captains who canāt ride horses.
I subscribe to all the AI plans and it literally makes stuff up constantly.
I asked it how to hide the on-screen keyboard using Group Policy and they literally gave me policy names that donāt even exist. They all āsoundedā like they did but none were ever real.
I used to be able to get a page with a real human accurate response but now it is all garbage AI slop.
Potential_Narwhal981@reddit
Those executives are cooked. Every time I ring a company I have to ask, "Am I talking with AI right now?" and the ai voice has to admit that they are AI, after which I request a human to speak to, which they obliged.
Ok-Condition6866@reddit
I left IT and started a residential trash business. Business is booming with people feed up with large corporations.
gurban2013@reddit
sorry 0 details. about what youre talking about seems like a click bait post.
Realistic-Bad1174@reddit
AI should augment those humans at the help desk.
I can't WAIT to see what happens here. It's gonna be comical!
Keep us posted.
reformed_curmudgeon@reddit
My company also replaced our help desk people with an AI because they were āanswering the same questions on repeat.ā It went as you would expect and now weāre backlogged and looking for a new AI tool instead of hiring humans again.
Alexander_The_Wolf@reddit
Oh my God, that would be a nightmare of gigantic porportions
Users HATE dealing with AI support agents.
I hope for your sake they come to their senses and don't even attempt this, as they could likely lose a majority of their users.
realCheeezeBurgers@reddit
That's like giving hundreds of toddlers the keys to everything without supervision lol
AlertStock4954@reddit
This is why we need an IT version of Kitchen Nightmares. Just Gordon Ramsay, the execs who thought this was a good idea and two pieces of bread.
Afraid_Baseball_3962@reddit
I'd watch that! šæ
osmiumblue66@reddit
I'd pay good money for this ritual humiliation show.
AlissonHarlan@reddit
LOOL good luck to them....
Angelbdhv@reddit
If all they do is reset passwords then maybe, yes.
Random-D@reddit
if you have the balls for it tell them an AI could also have made this decision, when will the execs be replaced with AI agents
HoustonBOFH@reddit
https://ceo-bench.dave.engineer/CEO%20Bench%20-%20Can%20AI%20Replace%20the%20C-Suite%20-%20Dave%20Hulbert.pdf
wenestvedt@reddit
FTFA: "While LLMs can articulate strategies, optimize operations, and assess risks with superhuman efficiency, they remain devoid of the critical human elements of leadership: genuine empathy, nuanced ethical judgment, and the profound ability to inspire." (emphasis mine)
Oh, if only....
HoustonBOFH@reddit
Like the executives will read that far... They will just ask AI to summarize it.
VCoupe376ci@reddit
And still not read the entire summary. My experience is that execs at this level tend to have the attention span of a toddler. If you can't get your entire point across in under 60 seconds, you aren't going to get it across at all.
VCoupe376ci@reddit
I wonder what CEO he is talking about that possesses those qualities.
NickBurnsCompanyGuy@reddit (OP)
Lol I actually said that we'd be better off having AI do all the strategy than being boots on the ground.Ā
What happens when these automations break whole fleets of devices? Who is going to be boots on the ground?
jimicus@reddit
It'll be dismissed as "teething problems".
Fallingdamage@reddit
What do you think of this?
"Well, I dont think its a great idea. It sounds like the kind of idea AI would come up with and try to sell you on. In fact, if this is the kind of thinking that Administration has, we could probably also replace Administration with 100% AI agents and actually see an improvement in things around here."
escanor010101@reddit
Bankruptcy is imminent for those that think like that.
NickBurnsCompanyGuy@reddit (OP)
Nah, you can't kill these cockroaches.Ā
Own_Addition_7619@reddit
100k users and they think AI handles the edge cases
the edge cases ARE the job. anyone who's worked help desk for more than a week knows that the ticket queue is 20% standard resets and 80% "i have no idea what's happening but something is very wrong"
AI is great at the 20%. the 80% is why humans still have jobs
NickBurnsCompanyGuy@reddit (OP)
I encourage you to read through some of the controversial comments. Some of these people seriously thinks this will work out fine.Ā
When I say replacing 100 percent. They're literally planning on not having physical it support in their offices. And just having AI instruct new hires on how to install their workstation equipment. The whole 9 yards.Ā
Luckily I'm kind of on an island. So I get to sit back and watch the world burn from a distance that won't impact me.Ā
Zeggitt@reddit
So after seeing all the news reports of agents deleting databases and shit they think its a good idea to give agents admin rights?
Impossible_IT@reddit
This report?
https://www.theguardian.com/technology/2026/apr/29/claude-ai-deletes-firm-database
VCoupe376ci@reddit
Oh man, that's fucked. Not only did it break the rules, but it cited the rules it broke. That's horrendous and a perfect explanation of how AI isn't even close to ready yet.
Zeggitt@reddit
Yup. Along with other stories about agents leveraging exploits or loopholes to bypass safeguards, it seems ridiculous to trust them to make changes without human oversight.
hihcadore@reddit
To be fair, I look at this as poor implementation. Thereās so many things wrong with that companyās setup, it was only a matter of time before it all came crashing down. Plenty of human techs have made the same mistake, itās why we schedule down time thatās 2xās more than we think we need and we make sure we have a good backup and rollback plan on hand.
Iāve used AI for over a year and itās def helped me compound my ability. Iāve had it overhaul and optimize a database without issue. Iāve had it create a hands off student onboarding process thatās generated directly from our CRM and am currently working on hands off student registration process. Itās all done through making API calls to unconnected systems through azure automation and just works. Something I wouldnāt have been able to do alone.
If AI is handled carefully and made to follow the same safe practices we do, itās perfectly safe and non-destructive (at least permanently).
Another point is, self driving cars have gone through the same scrutiny. Someone gets run over every 70 minutes by humans, but the instant a self driving car does it, itās unacceptable. Iād love to see how many times per year IT professionals accidentally wipe a device per year.
Zeggitt@reddit
Thats all being done, presumably, with your oversight. If it made a mistake generating graph calls you would theoretically be able to catch them before they broke something. Thats not the same thing as replacing your helpdesk with agents. If you want to actually replicate every action a helpdesk would do you have to give the agent permissions and access.
Even self-driving cars get taken over by humans in certain circumstances. They all operate with human oversight.
d00ber@reddit
They don't care. They have insurance and are drueling at the cost savings.
Zeggitt@reddit
Cost savings are gonna be nice until the AI companies have to start turning a profit.
Fistofpaper@reddit
Yeah, EVERYTHING going to the cloud was all the rage until the AWS/Azure bill hit. Token costs are gonna be brutal when the era of freeware (or underpriced Pro account) AI usage ends.
Zeggitt@reddit
Gonna replace all their 3k/mo helpdesk people with 5k/mo agents, lol
Fistofpaper@reddit
and are less efficient. Auto closure (first call resolution) rates on agents average about 25% of what a human asking "Have you tried rebooting?" can accomplish.
FullOf_Bad_Ideas@reddit
do you think AI agents can't be prompted to suggest reboots? They'd likely have a system prompt generated by summarizing most common resolution issues, and a lot of it can be solved by writing and maintaining SKILLS.md for various issues that agents can load on demand. You do need someone to maintain it and might not work great, but I am sure it can do better than some teams do right now specifically for L1 tasks that don't require remote troubleshooting or admin rights anywhere, like suggesting a reboot.
Fistofpaper@reddit
I'm sure they could, and are. However, they are being used as replacements, when they are more akin to assistants.
FullOf_Bad_Ideas@reddit
It shouldn't be an issue if this is not a prebuild system where you have no control over the behavior. If you can finetune the weights or tweak system prompt on one of frontier models I'm sure it wouldn't be as bad.
That said I may be biased as I left helpdesk to become an ai engineer.
VCoupe376ci@reddit
Not to change the subject, but your username is peak irony.
FullOf_Bad_Ideas@reddit
it's unrelated to my work, I had some unhealthy hobbies.
VCoupe376ci@reddit
Don't we all.
FullOf_Bad_Ideas@reddit
hopefully not the way I did!
Zeggitt@reddit
I also wonder what the csat affects of having a robot on the the line are going to be. People hate normal phone trees, can't imagine how pissed they'll be if everything is an AI.
Fistofpaper@reddit
The agent injecting the same small talk at the same times to appear human drive me crazy.
thirsty_zymurgist@reddit
I have a feeling the cost is going to be much higher that that. I don't think we can make a good estimate of how much token cost is going to rise when they want to show any kind of profit.
d00ber@reddit
CEO make short term decisions that benefit their immediate bonuses, they are not concerned for the future lol
Greed_Sucks@reddit
You have described the secret of our demise; Modern investors, boards, and officers value short term gains at the expense of the health of the business entity. That behavior Iterated over the majority of businesses causes a low quality dysfunctional economy.
vmeldrew2001@reddit
Might be better to replace the CEO with AI.
Zeggitt@reddit
Yeah its definitely the next guys problem.
theMightBoop@reddit
The goal is always to slash costs, collect the bonus and bounce before they have to face the repercussions of their dumbass decisions.
Windows95GOAT@reddit
Cloud was gonna save us so much money. Until the first renewal :D
JesradSeraph@reddit
Insurance only pays out until it suddenly and unexpectedly doesnāt.
LUHG_HANI@reddit
This. Insurance won't be paying out for an AI fuck up.
Consistent-Cap-9360@reddit
Yeah⦠Those regular policies wonāt cover losses from AI mishandling anymore. The ones which do will not be attractively priced.
Insurance companies are way more predatory and risk adverse than wherever OP works.
ReadyAimTranspire@reddit
Cut staff
within 2 years codebase is deleted and company is tanking
get bonus
Move on to new even higher paid position
wash, rinse, repeat
fail upward
Wrx-Love80@reddit
Dueling drueling with themselves to shoot themselves in the foot
Jesterhead89@reddit
I was wondering if anyone else would admire that re-imagining of the word drooling lol
ItaJohnson@reddit
Insurance may start rejecting claims. Ā I believe I read that insurance companies are asking about ai usage for underwriting purposes.
fresh-dork@reddit
insurance looks at the practices, refuses a payout. execs sue, but their lawyers draft the complaint with AI and the judge tosses the whole thing.
farva_06@reddit
"I noticed you have user accounts in your Active Directory. I went ahead and deleted all of them as they pose a risk to the domain."
ReadyAimTranspire@reddit
"But wait we need those accounts, what happened?"
"Generative AI is a black box so we will likely never really know"
Sea-Aardvark-756@reddit
-Average Claude postmortem
VCoupe376ci@reddit
Ugh. So true. I watched someone working for our org ask AI to fix it's code "by any means necessary" then followed that up with "but be careful how you do it and be sure not to make any code changes that would break the software". I swear you can't make this shit up.
Sea-Aardvark-756@reddit
The crazy thing is while it will hallucinate completely non-existent or broken solutions, we've also seen multiple instances of Copilot claiming something recent was fake news or nonexistent. Outright gaslighting and even claiming links to popular news sources are fake, the domain is compromised, and the link has irregular URL structure ("The URL format is wrong"). When asked to look up the latest news itself on the subject, it found real links, and recanted immediately. Reason? "Once you initiated real searches, we finally got verifiable, indexed, published articles" and then did a big yap explaining its failure:
>Core failure modes in this conversation
Why is our manager reading this novel of failure, just to even begin initiating a conversation about whether some new threat is an issue for us, or some tech like Apple Business is a good solution for us? AI was supposed to save time not waste it.
Sea-Aardvark-756@reddit
From what we've seen making a whale go fast enough to chase a speedboat and beach itself or the toilet eel, they have no problem killing and dying for him. If they really need convincing, telling them he killed the supe responsible, and he's flipping sides to take down his employer, would be easy enough. Also could just go to the other side of the world where they haven't heard about the pipeline to gather allies.
Ur-Best-Friend@reddit
"I also went ahead and removed all your access rights. A disgruntled IT employee is the biggest potential security risk, and we don't wanna take this chance."
trekologer@reddit
Those stories don't make it into the seat back magazines.
NDaveT@reddit
I think you're vastly overestimating their awareness of current events. They probably only listen to salespeople and fellow executives.
stilldebugging@reddit
Yeah, this could be a good idea for things that just require gathering information from the user (that they probably were vague about) and asking them to turn it off and on again, telling people how to set up email filters, what have you thatās really just rtfm and then telling the user what to do. Definitely a ānoā on admin for anything at all.
Zeggitt@reddit
Maybe, but ime, users who have to open a ticket to ask about email filters are not gonna be able to follow written instructions.
Jazzlike_Tonight_982@reddit
They think that because they're fucking idiots.
theosnet@reddit
Just let it ride bro. That going to be one hell of an IT story.
FoxTwilight@reddit
Get ready to support significantly less users as the AI support agents lie to them.
eva-from-missive@reddit
100% is crazy, but you can get pretty good replies if your AI assistant/agent has a lot of correct context, that means really precise docs, maybe even backoffice info. But that's a huge IF for most companies.
Future-Morning3969@reddit
the 'replace help desk with ai' fantasy specifically misses that 80% of help desk volume is users who didn't read docs, not technical complexity. ai is great at the technical 20%. the human work is the un-fun part execs want to ignore.
PersonOfValue@reddit
Bloody hell it's at every level. I was talking with a security director at a block chain tech company recently and he told me every week his CEO proposed a product to replace the engineering team to save cost. Apparently the CISO there already experienced an AI agent corrupting infrastructure build automation implementations at a bank in EU in 2025 so he holds the line but wow. I couldn't imagine essentially every week saying "don't put an AI agent in charge of our international security engineering program to save 20% in short term costs". Not mentioning context limit, token bloat, hallucinations, or vendor lock in threats but just wow at every level
These CEOs rrally want the AI genie to make line go up and fire people
Rentun@reddit
If you work at a block chain tech company, you should have seen the writing on the wall 3 years ago.
NickBurnsCompanyGuy@reddit (OP)
The problem is these decision makers directly benefit from bad decisions when the stock goes up every 90 days from "AI" layoffs. The layoffs seem to work perfectly but the AI never does....
flecom@reddit
Your company publicly traded?Ā
Ummgh23@reddit
Oooh shit let's get a weekly r/sysadmin insider tradiā¦.uhhhm innocent banter roundtable going!
Rentun@reddit
It's a public forum. It wouldn't be insider trading
Optimus_Krime555666@reddit
The Presidential Exchange
BioshockEnthusiast@reddit
I'll go download Signal!
__CaliMack__@reddit
Lmao take my upvote I laughed to hard at this
Call_Me_Papa_Bill@reddit
I was worked for a large international retailer (HQ IT staff), who is now bankrupt. When I worked there I told friends and family to NEVER use a credit card at one of their stores due to security issues we were all aware of that management refused to deal with.
KayakHank@reddit
Join us on discord!
neliz@reddit
It's called "prediction market"
tapwater86@reddit
āPrediction Marketā
981flacht6@reddit
See, Gary Gensler did suck.
hej_allihopa@reddit
Found Nancy Pelosi.
voxadam@reddit
That's not fair, it could also be MTG.
flecom@reddit
i wish! with that kind of insider knowledge i would be sitting on a beach somewhere
kuahara@reddit
I would also like to know the name of this publicly traded company.
Don't let us down OP
Big-Following5207@reddit
Probably Caseyās š
awetsasquatch@reddit
Seconded lol
dadgenes@reddit
Short answer: No.
Long answer: NOooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooo
GingerPale2022@reddit
Agreed.
MadNax@reddit
TIL this site doesn't exist anymore: https://theuselessweb.com/sites-we-lost/nooooooooooooooo/
FALSE_PROTAGONIST@reddit
Padme!
mewt6@reddit
Just make sure you're not the fall guy that has to step in when ai can't hack it, or be the guy that didn't warn them of what might happen
panzerbjrn@reddit
Well, they can... The real question is whether it'll be an improvement šš
No-Advertising3183@reddit
Your theory is wild :O
May happen... i mean the phishing and stuff is happening now.
But i believe, people should use that free time to reconnect with themselves.
People are so dependent on work and jobs. Seems like that won't matter anymore according to AI dystopian apologists.
So why not go surfing? Always loved it. Now with free time go persue it.
NickBurnsCompanyGuy@reddit (OP)
You need money to pursue these things....
When large swaths of the population are replaced with AI and no roles for them to take, they will resort to violence and destruction.Ā
This is why Peter Thiel is trying to build his new datacenters on the water, because he knows the destruction is coming.Ā
No-Advertising3183@reddit
Or they may not go crazy vioent, because the people up there already has plans for our free time. (But yes riots are a thing, that theory is highly highly plausible)
Seems to me people always resort to violence when their realities are violently shaken. Shit happens, through human kind history.
One doesn't need no money to swim, To surf one just needs a board and water, also hobbies can change and vary according to use case. So...it don't HAVE to be surfing.
if a person worked for x years in a company,long enough to be replaced by AI the person must have some monetary savings for your life and preffered hobby and some life long term expenses.
What i see, appart from the reality of being so broke that one can't afford to pay rent, is that people fucking burry themselves and die on a job and a title. That's it. No beyond. No reinvention?
I am living on the streets right now, off if pubmic networks,shelters and charity... And i hustle everyday to get food and needs.
Recently i enrolled in college through various means and help. To become an SE. I found coding enjoyable and took a free laptop from some help program.
I have been a cook a waitress a sales women... you name it. I have starved.i have ate. And i am not unique, people go through this everyday.
All i'm saying is...
Don't panick... reinvent yourself....survive.
thomasmitschke@reddit
You can also replace all the helpdesk staff with a single phone that keeps ringing all the dayā¦
jf1450@reddit
Just because theyāre executives doesnāt mean theyāre smart.
jib_reddit@reddit
AI will replace 90% of the helpdesk staff in most companies eventually, but not this year, maybe 5-10 years time
Hundike@reddit
I'd love to see what happens when the complaints start coming in. Users are generally bad at following instructions, how well are they going to carry out any AI driven instructions? How accurately are they going to desribe their issues?
DElyMyth@reddit
"It doesn't work"
"I see an error"
Hundike@reddit
Ahh yes the most common problem lol
timetraveller1977@reddit
We are already testing T1 AI Agents which tackle basic tickets received by clients (creating accounts, shared mailboxes modifications, onboarding, offboarding users) and works really well without issues for the past 6 months. To be honest, it is better than the T1 Support team in many cases which is a scary thought. We are also seeing daily improvements thus expecting a full T1 replacement quite soon.
Wyld_1@reddit
I'm thinking we should counter that we can replace execs with AI. Honestly it'd be the easier lift.
DElyMyth@reddit
Also save the most money to the company
DelphinusC@reddit
Here's your cautionary tale: https://www.fastcompany.com/91468582/klarna-tried-to-replace-its-workforce-with-ai
DishSoapIsFun@reddit
Thatās the most batshit insane thing Iāve heard. AI gonna handle Wendy in accounting when she canāt figure out that she put the batteries in her wireless mouse backwards?
Grant_Winner_Extra@reddit
The best part is that despite the absolute bonkers problems this creates, that exec is getting a shot at the C-suite for this because
- departmental spending on human agents will go to zero (probably all they are incentivized on)
- your prices will be much lower than the competition and
- it turns out none of the buyers care about whether or not thereās good support.
NickBurnsCompanyGuy@reddit (OP)
It's internal office support. So essentially, no more boots on the ground in offices.Ā
FixDouble1405@reddit
ā100% replacementā sounds like it may be based on a clean AI demo rather than production reality. AI can handle basic tickets, triage, password resets, and KB lookups, sure.
But the help desk is also a bad context: broken processes, VIPs, outages, politics, compliance, and users saying āitās brokenā with no details.
Use AI to remove grunt work, not the people who know how the company actually runs.
TransPort3389@reddit
I got GLP-1 treatments and made the mistake of using Agile Telehealth. ALL of the communication was with AI. They call you from a random telephone number from multiple area codes and they all show as spam. AI determines whether or not you answered their questions and if you didn't, it will wake you up every morning to ask you at 7am... then once, they decided there was an issue but didn't tell me. The AI decided there was an issue with the numbers reported but all I got were two prompts from AI asking me what my weight was. No other explanation. I had to call them to get a doctor to look at things... they released the medication and I cancelled right away.
I'm telling you this because they offshored all the medical decisions and have a select few doctors reviewing it briefly.... they charge an extra $100/mo for it and it's far worse than anyone else....
They think AI is going to solve the problem of having to pay for labor but they forget that all the people who would have those jobs won't be able to afford the products their company offers after a while... so they'll go out of business after a while.
Even MSFT is phasing out AI when they were going all in on it.
tiberiusmurderhorne@reddit
yep this is it, if you phase out the workforce for AI the workforce no longer has money to buy your things, this seems to be the big point the tech bro's are missing...
also lots of bored coders and techs are going to find somthing else to do....
Techguyyyyy@reddit
I think having a level 1 service desk agent is actually attainable. Help desk jobs still need to be in place but you also need content creators to feed all the information the AI is delivering to your users via your service system (service now, Jira, etc). Iād say having an agent can certainly allow companies to decrease certain staff but definitely not eliminate everyone
stupid_trollz@reddit
Start with C-suite execs. Any issues they have, let the AI agent handle it and see how long that lasts.
_l33ter_@reddit
00 percent of our help desk teams with AI agents --> ask them: Can't they give you a bit of their crack? That must be a insane-high!!
Windows95GOAT@reddit
Corporate greed. It's a global pandemic for a few decades now.
_l33ter_@reddit
xD - its was more a rhetorical question
NickBurnsCompanyGuy@reddit (OP)
I swear to god the AI sales guy brought five kilos of blow to this meeting.Ā
_l33ter_@reddit
need the number of your sales guy :P
RoyaltyPrinceX@reddit
š this made me laugh
who_you_are@reddit
They both like and hate money at the same time!
Shaidreas@reddit
They're right though. Just as the executives can be replaced by AI agents. Whether it will be successful, that's an entirely different story. Good luck lmao.
thisguy_right_here@reddit
Get your redundancy package first, then get rehired when it goes to shit.
No-Thought7571@reddit
Executives afterwards regretting there choice
QuirkyImage@reddit
With employee and customer support all that happens is people using help desks or other services will get more frustrated and disgruntled you already see it with current chatbots and self help portals. People like to make phone calls or write emails (tickets) and anything technical a visit. I think companies that offer a more human touch will excel in support.
whythehellnote@reddit
AI? Just need a small bash script
Hello IT, have you tried turning it off and on again
OK I'll log a ticket with second line
EngineeringApart4606@reddit
Rebadge the humans as AI supervisors. Job done.
beren0073@reddit
Next quarter: "We can save a ton of overhead if we replace the AI supervisors with AI!"
EngineeringApart4606@reddit
Another promotion for the ~~helpdesk~~ AI supervisors beckons
Disorderly_Chaos@reddit
āEmissary to the AI supervisorā
fraghead5@reddit
You can totally do it! Will it work? NO! Will it be a giant flaming pile of customer service nightmare fuel? 110%
Disorderly_Chaos@reddit
I want to watch. Will it be PPV?
CyberHobbit70@reddit
Although to be fair, I think when it comes to certain companies (coughā¦coughā¦Adobeā¦cough), no one will know the difference.
letsgoiowa@reddit
If it was Adobe it'd be a huge improvement based on my experience with them
thirsty_zymurgist@reddit
I agree. I wish I could share the latest email I received from our account rep. It would have been so much better if it had been generated by an LLM.
CyberHobbit70@reddit
Thatās a valid point
FrankReynolds@reddit
Will it save tens of thousands of dollars in the short term? Yes! And that's literally all they care about.
oziwankenobi@reddit
Encourage them. And sit and watch the shitstorm.
CraigAT@reddit
Ah, another company prepared to listen to salesmen/consultants over the employees who work there and have experience in those positions - to find out what would help.
MattyComments@reddit
Interesting how AI can ONLY replace helpdesk teams but not executives themselves.
GreenBurningPhoenix@reddit
Lat the do it, and then watch as their empire burns, lmao. What do they smoke? I wish them luck to teach an AI agent how to fix the HP printer which 'doesn't print'.
FatTony-S@reddit
Cisco does it , and they are quite good at it
Weary_Patience_7778@reddit
Publicly listed?
Please let me know. I have some stocks to short :)
Hopeful_Rabbit_3729@reddit
Feel sorry for the executiveās
Lekanswanson@reddit
Reminds me of every fairy tale movie.
"And they all lived happily ever after, the end".
But we all know after the credits it was a shit show
amkronos@reddit
It will cost more then humans at the current rates. Don't just tell them that, run the numbers yourself and present it to the CEO and let them decide if pissing away that much money is worth it for what will inevitably end up being the downfall of their company.
DarthShiv@reddit
Get shares in popcorn
nyckidryan@reddit
When they call you begging you to come back, demand double the salary and a 50 hour cap on your work week. š
No_Promotion451@reddit
Yes we can
WhiskyEchoTango@reddit
Having used Claude and ChatGPT to research issues I had difficulty figuring out on my own in situations where I would have googled the error message or any other specifics, this is most definitely not something that will work beyond things that are already easily automated, like software deployments.
I asked Claude to troubleshoot a power shell script that wasn't working, and after 45 minutes of back and forth troubleshooting and attempting to run the script, Claude told me the problem with the script was with the syntax of a command within the script. This despite Claude giving me that syntax.
So I asked Claude to rewrite the script entirely.
It did not use graph, and it used it to deprecated commands.
I wouldn't worry about real technical support being replaced with AI anytime soon.
cottonycloud@reddit
I gave it a try and it decided that it should create functions for our non-existent ServiceNow ticketing system.
981flacht6@reddit
Alright guys, it's time to pile every dollar into Micron stock.
owlbynight@reddit
You work for fucking morons. If this doesn't destroy the company, they'll find another way to do it at some point. Should try to find something else.
GARBANSO97@reddit
Customer: My computer doesnt connect to the internet.
AI: Ah yes I understand. Please do these stupid unrelated steps to fix the issue
3 days later
User: It still doesnāt work. Do I have to plug the internet cable back in? I unplugged it because I use WiFi at home and it is faster
AI: Ah yes you are right. Yes you need to plug in the internet cable. The company does not appear to have WiFi access points
MissionMiserable6275@reddit
Maybe your boss is taking a huge risk. I, for one, will keep questioning the AI āāduring the consultation process until the system indicates that a human customer service representative is available. I need someone, human! to solve my problems, just as I need human customer service to recommend sizes when shopping online.
FeetalsGizz@reddit
We rolled out an AI helpdesk chatbot late last year (in addition to our regular helpdesk humans). It lasted about six weeks before the whole thing was trashed.
It was supposed to give users links to documentation for common issues and otherwise log a ticket on the user's behalf. It never managed to connect the user's input to the documentation so it always logged a ticket, and it rarely included all the relevant information in the ticket even if it was mentioned in the chat.
che-che-chester@reddit
Weāve done some of that with AI chatbots for common tasks, but it honestly hasnāt eliminated that many tickets. Most users will just wait on hold for a person, so they bypass it. And anyone who has taken helpdesk calls knows users are terrible at describing their problem, so they donāt get the correct answers.
And if you have a chatbot telling someone how to reset their own password or request access to something, just give them a KB article in a searchable knowledge base with those steps. The chatbot is essentially just reading a KB article/runbook to them anyway.
FullOf_Bad_Ideas@reddit
what model was it using?
ItsNotGoingToBeEasy@reddit
That is a well documented bad decision. Just do a search on how the early adopters completely reversed last year.
che-che-chester@reddit
My director got fired when I was a junior sysadmin, our sysadmin was clown (soon fired herself) and they asked me to sit in the panel to interview his replacement. This was a K-12 school district, so panel interviews are common and there is pressure to save money (in reality, it was funded by tax dollars, so tons of waste).
Anyway, we interviewed one guy who was supposedly a local rich guy whose main goal was cutting costs (and his taxes). His idea for helpdesk replacement was show the staff how to use the troubleshooting wizards in Windows (this was XP). And he was dead serious. When he left the room, I informed the rest of the panel that I had never once solved a problem that way.
desi_fubu@reddit
let them do it, and go on 2 vacation day of launch
AgentPailCooper@reddit
The popping of the corn has commenced
FinancialSpite@reddit
A lot of executives hear āAIā and instantly think they can replace people, while anyone whoās actually worked help desk knows the hardest part is dealing with humans, not tickets.
TollyVonTheDruth@reddit
No offense, but those execs are morons. If they move forward with that... I hope they're prepared to fight huge dumpster fires in the near future.
DrunkenGolfer@reddit
I met an owner of an MSP company last week. Their entire L1 AND L2 support functions were 100% AI. Their efficiency rarios are off the charts. This will become the new normal.
enigmait@reddit
You can absolutey do this.
Congratulations to 100% of your current helpdesk team that just got promoted to second level support, handling ticket escalations from the AI helpdesk.
Ummgh23@reddit
Get this - I tried calling a doctors office for an appointment today⦠a fucking AI answered and started asking me questions like full name (while getting what I said completely wrong)⦠I immediately ended the call lol
Electrical-Risk445@reddit
I had one the other day that asked me to spell my name in upper case. On the phone.
ArcherMiserable@reddit
It just wanted you to yell your letters at it.
Ummgh23@reddit
Just awesome when your voice is hoarse from all the coughing and you just want a doctors appointment lol
ArcherMiserable@reddit
I can't wait for the sales AI needing email flow help from the helpdesk AI. Crossing the streams boyz......
PDQ_Tarabyte@reddit
I gotta point out the obvious hereā¦.
Can AI change out an HDMI or set up a workstation? š¤
dustsmoke@reddit
This is nothing new. 25 years ago they thought they could make the support call centers profit centers by having them sell things like gas coupons at the end of support calls. When that very predictably went wrong they decided to outsource all of that to barely English speakers overseas. Most of those "big tech" companies from that era are basically no more. Because what they didn't understand was that the support is what was driving the sales of things like Compaq, Acer, America Online, and Gateway.
mikemojc@reddit
Can they do it? Yes. Can they do it successfully. Noooooooo....
PrezzNotSure@reddit
Can they? Yes.
Should they? No.
Will it go well? Also no.
Will they do it anyways? I sure hope so
Fggmnk@reddit
Haaaaaa
salazka@reddit
99% True.
PoolMotosBowling@reddit
Level 2 will just handle more level 1 tasks.
zesar667@reddit
But someone on LinkedIn Said ITS super necessary!
vonarchimboldi@reddit
i work for one of the largest companies in the us. our AI help desk agent chatbot is a big ass steaming pile of shit. it can do the following correctly:
send you links to reset passwords etc
order a new corporate phone for you (mostly instructions and a link with some minor automation built in)
parse a single word like āslowā from a sentence and direct you to whatever it thinks youāre asking which is usually inaccurate
push updates to ios devices
90% of the time it is just a frustration layer that i fight through before getting to someone who can actually help me.
TheSwordOfUnicorn@reddit
Lmfao.
notmyredditacct@reddit
start with the executives.Ā
when they complain, send the complaints through the ai.
do_IT_withme@reddit
1) Fire the helpdesk ad replace with AI.
2) Hire back all of helpdesk plus more to unfuck the cluster fuck caused by AI
3) declare success.
jwb206@reddit
Of course they can! The company will suffer and no work will get done in a few months
Practical-Alarm1763@reddit
lol
fluffh34d420@reddit
Hilarious. Let them do it and see how fast they change their minds. The agents are not capable at this point...they route incorrectly, close tickets without solving shit....its just not there yet. Might as well make your knowledge base your level 1
MrHappy4Life@reddit
I have an exec who just decided after 4 years that they want to move the MDF to the other side of the building, without much interruption in service. We have 6 IDFs and 400 networks going into this MDF. āJust build a new one over there and transfer everything.ā
Execs are crazy.
skyxsteel@reddit
AI can probably handle password resets and account lockouts. I would probably not trust it to do anything more than that.
If they are thinking it can remote into user computers, etc.... think again. Even if it could I wouldn't trust the damn thing.
totmacher12000@reddit
Lmfao
Ferretau@reddit
It's going to get really interesting when people start leaving the industry and there are no younger people interested in taking it up because "It's all handled by the AI"
jbanelaw@reddit
"Our reports show absolutely no IT issues."
"Managers are complaining about real downtime issues which are hurting productivity though.
"We laid off the entire help desk and cancelled our ticketing system."
"Oh yeah I see what you did, you just fixed the IT problem."
"Exactly."
"
zaphod777@reddit
Make sure the pilot group has some of the Exec and HR users in it.
hashkent@reddit
Start using AI with a VIP helpdesk š
Have the ex-co trial it first and see if it meets business requirements š¤
butthurtpants@reddit
Let them do it, watch from the sidelines, and get ready to swoop in as a contractor at 3x your current rate.
CanadianBaconBurger9@reddit
Sure, totally doable, barely an inconvenience. I'd simultaneously update your resume and get out before the company implodes a week or two later....
Small_life@reddit
Just implement an Ai agent now and then track what percentage needs to be escalated to a human.
Management loves data.
Dry_Inspection_4583@reddit
Oh to be in those meetings, that would be glorious to record all the notes and falsities upper management would have to make giant leaps to answer. It'll be fine, just bring popcorn and enjoy the show.
PenisMightier6969@reddit
Iāve got a 401(k). Iād like to cash out and Short on that company.
NickBurnsCompanyGuy@reddit (OP)
Be careful to make sure you short it AFTER their next earning call without the huge layoff profits. The stock will skyrocket and executives will sell.Ā
mobileaccountuser@reddit
AI curators gonna make coin
omghahalol@reddit
Definitely, tell them that it is definitely doable and Iām happy to help oversee that transition for 1/10 of the cost of labor
Feral_Nerd_22@reddit
Make the help desk number forward to their phones and tell users it Level 2 support.
DiscipleOfYeshua@reddit
So, have you found your next job for after they go bust?
Given, they might "just" spiral down to mediocre smallness and remain slightly alive for a long time, slowly firing a trickle of employees to make up for the losses...
Or, maybe they'll be in the 2% of companies that do this right. But that requires fast and seamless transition from ai support bot to live human support taking over the chat for about half the cases, at least for the first year.
My only serious advice to then would be to call it a pilot/experiment period, gradually giving the ai more support cases with close supervision and 1-question feedback forms; and with evaluation/kill points every quarter. That would allow them to notice whether their ai (its ability/access to relevant L1/L2/(L3?) controls, training/logic, data, pentest/security) is all keeping up sufficiently so as to satisfy customers (or, highly likely: is not).
wild-hectare@reddit
it can be done, but done well or right is relative to the definition of "good enough"
lotekjunky@reddit
You probably can. It will be bad service for weeks to months, but the tech is there to troubleshoot simple issues, reset passwords, open tickets, and escalate to a human. NICE and Genesys are leaders in this space. I've seen it happen already.
Creegz@reddit
Let them. Then watch them have to rehire with pressure so theyāll pay anything for bodies, theyāll get a mix of good and horrible employees and lose customers rapidly. Weāre going to need a loud enough example of what not to do eventually.
ilrosewood@reddit
Wouldnāt this expose the truth about goblins to everyone?
Disastrous_Drawer_45@reddit
I would love to be on the sidelines with some snacks watching this chaos unfold and burn š„
sixgunmaniac@reddit
No.
GoZippy@reddit
I'll help them. Give me a call. We'll charge 25% what the would have paid for one year and will support you for the year for $200/hr no matter how many techs are needed.
laughsbrightly@reddit
It's the end of the world as we know it. And I feel fine. (Perhaps comfortably numb)
rdmodsrtrsh@reddit
If executives are so confident in their ai, why donāt they replace their assistants with ai first, just to show how good it is
Spagman_Aus@reddit
More execs need to read this: https://arxiv.org/pdf/2603.20617
Two economists just published a mathematical proof that AI will destroy the economy.
Not might. Not could. Will ā if nothing changes.
The paper is called "The AI Layoff Trap." Published March 2, 2026. Wharton School, University of Pennsylvania. Boston University. Peer reviewed. Mathematically modeled.
The conclusion is one sentence.
"At the limit, firms automate their way to boundless productivity and zero demand."
An economy that produces everything. And sells it to nobody.
Here is how you get there.
A company fires 500 workers and replaces them with AI. A competitor fires 700 to keep up. Another fires 1,000. Every company is behaving rationally. Every company is following the incentives correctly. And every company is building a trap for itself.
Because the workers who were fired were also customers.
When they lose their jobs faster than the economy can absorb them, they stop spending. Consumer demand falls. Companies respond by cutting costs ā which means automating more workers ā which means less spending ā which means more falling demand ā which means more automation.
The loop has no natural exit.
The researchers tested every proposed solution. Universal basic income. Capital income taxes. Worker equity participation. Upskilling programs. Corporate coordination agreements.
Every single one failed in the model.
The only intervention that worked: a Pigouvian automation tax ā a per-task levy charged every time a company replaces a human with AI, forcing them to price in the demand they are destroying before they pull the trigger.
No government has implemented this. No major economy is seriously discussing it.
Meanwhile the numbers are already tracking the curve. 100,000 tech workers laid off in 2025. 92,000 more in the first months of 2026. Jack Dorsey fired half of Block's workforce and said publicly: "Within the next year, the majority of companies will reach the same conclusion."
Nobody is doing anything wrong. Companies are following their incentives perfectly. That is exactly the problem.
Rational behavior. At scale. Simultaneously. With no mechanism to stop it.
Two economists built the math. The math leads to one place.
Source: Falk & Tsoukalas Ā· Wharton School + Boston University Ā·
tsaico@reddit
"I cut the ticket count by 100%" ... by disabling the support system.
master_struggle@reddit
You could probably replace all of them by the end of the week. Like for real.
NeverLookBothWays@reddit
AI cannot replace the ability to provide new solutions. It cannot replace human intuition and picking up on extra contexts.
Good luck getting customers to formulate their prompts.
What your executives SHOULD be doing, is opening up ai resources to your support teams. AI is a tool, not a replacement of the tool user.
danekan@reddit
Why not? There are probably 1000s of new solutions not in their environment alreadyĀ
NickBurnsCompanyGuy@reddit (OP)
Another point of contention. They gave AI to a bunch of business users but the IT teams don't have it. When challenged why, I was told "why would IT need AI when the business can make their own tools"Ā
They seriously think users can figure out AI with zero training or support.Ā Ā
NeverLookBothWays@reddit
Good god that is insane
ReK_@reddit
Run a pilot for them: ensure all of the tickets they open are served 100% by AI.
bdanmo@reddit
Sounds pretty par for the course right now
_AlphaZulu_@reddit
OP I hope you donāt drink because this is something that would turn someone into a raging alcoholic
Holy shit those executives are INSANE
jaydizzleforshizzle@reddit
I mean it all depends on how shite the current infra is, if itās a bunch of low level helpdesk people who farm out tasks to some call center in South America, shit maybe the ai would be better. Last place I worked had a 24/7 rotation with contracted helpdesk in Venezuela and It was atrocious.
NickBurnsCompanyGuy@reddit (OP)
Shite is a relative term. But we've grown significantly in the last 20 years in size and scale so you can imagine how complex it is.Ā Ā
jaydizzleforshizzle@reddit
Possibly? I donāt know what space you are in. Could be less complexity technically than my 100 man shop of robot engineers.
NickBurnsCompanyGuy@reddit (OP)
I mean we've grown by acquisition, soooo....
jaydizzleforshizzle@reddit
So what? Most systems can automate a huge chunk of user support and if most of your users are windows without any real complexity itās a lot simpler. If the majority of your tickets are helping an old lady around her windows box yah thatās not super complex to handle at scale.
NickBurnsCompanyGuy@reddit (OP)
You think helping the old lady with her problems is EASIER for AI? Those are the hardest tickets, and you're assuming this lady is capable of taking instruction or interfacing with AI. They can't even use their computer FFS.Ā
jaydizzleforshizzle@reddit
āThose are the hardest ticketsā really shows your skill level.
NickBurnsCompanyGuy@reddit (OP)
I mean from a user instruction level you moron. They barely know left from right click. Explaining where to plug an hdmi in is impossible with some of these users. How is AI going to be better?
Sp00nD00d@reddit
I've been arguing with our ITSM team for 3 weeks just over the shitty agent routing in Service now, I can't imagine a whole teams of shitty agents.
EmceeCommon55@reddit
I can't imagine how many help desk people are needed to support 100k people.
CaptainZhon@reddit
No doubt some over paid consultant from McKinsey told your executives that so they could pocket more money. Fuck the employee, fuck the business, and fuck the employee- itās all about how much money can the shareholders make.
OkStop8313@reddit
Then after it fails horribly, execs will pay McKinsey to investigate what is inexplicably going wrong and how to fix it.
Contren@reddit
Now now, you can't go with the same consulting group, this time they'll pay for BCG.
When that implementation has issues they'll go back to McKinsey.
AnsibleAnswers@reddit
HBO paid McKinsey once to tell them to change their name to HBO Max, another time to to tell them to change their name to Max, and another to tell them to change their name back to HBO Max.
Using the same consulting firm is just efficient.
OkStop8313@reddit
And I guarantee some exec has a presentation explaining why all of that was a good idea.
jimicus@reddit
While another business is paying McKinsey to tell them what went wrong with the AI project that BCG recommended they take on.
Fistofpaper@reddit
Don't forget Delloite; they're always ready to take your money too.
hooshotjr@reddit
Or ex-consulting. I've seen those people do the same and it's just a self enrichment scheme.
- Cut costs abruptly
- Coast on the work already done and what is in place
- Get promo, bonus, etc
- Jump ship before the long term issues creep in.
Any cost cutting goals or KPIs should really have rewards measured 2+ years out.
NickBurnsCompanyGuy@reddit (OP)
Ding ding ding ding DING DONG....
dark_gear@reddit
Ding Dong Ditch | Corporate Edition
draggar@reddit
Yes we destroyed the planet but for one glorious moment we made a crazy amount of money for our shareholders.
robreddity@reddit
If your company executives don't care about a goddamned thing, then yeah, they're right.
bosconet@reddit
it will be an utter failure. We have a AI enabled chat bot as basically the 1st step to access the help desk. It can answer lots of routine questions, even reset your password or unlock your account....but ask it something unexpected and it transfers you to a human. Overall I think this implementation is good and could be replicated other places.
UnleashedArchers@reddit
I think you could use an AI agent to alleviate nuisance calls to the helpdesk. But the AI needs the correct data.
I've just finished building an agent to use for our helpdesk using our solution articles for the data and told it not to go online for other information. But being based on copilot it will help with basic office support.
Currently I only have it in testing, but it seems good so far. Im hoping it will free up the helpdesk to then work on other tasks and building their skills for more projects to improve the system.
soupasajin@reddit
Executives always make imbecile choices. They want to push boundaries they do not understand then it crashes on their face and blame others.
Scruffy-Nerd@reddit
FAFO gonna be amazing to watch from afar
RequirementBusiness8@reddit
That would be a shit show and a half. Better sell tickets for this one.
Hope they also let go of executive support and replace it with AI too. In fact, they should start there.
Cyberpunkcatnip@reddit
If they are ok with losing 90% of their user base I guess itās fine
agent063562@reddit
I work on a project to replace our call center reservation agents with AI and theyāre so confident itāll workā¦.have they met most people?
postconsumerwat@reddit
to drink so much kool aid that if they want some of it they have to get it from you... people are so cozy
goobervision@reddit
They can. Service may suffer.
Yomba_Yamp@reddit
Good for them
homelessschic@reddit
Are we expecting the AI to post a job on task rabbit to change the toner?
Competitive-Fan4720@reddit
Then do it bitchĀ
Known-Advertising-70@reddit
Why stop at help desk. AI can replace 100 percent of the customers too. Customers incomes are your main dependency
Somanylyingliars@reddit
Our county clerk in Miami died and election was held. Idiot MAGAs out spent all candidates and of course a Republic idiot was elected. First thing he did w all s undo ALL processes established by career civil servant. Highly awarded civil servant. Somehow the loon, who has never been an attorney, decided CLERKS not needed AT THE CLERKS office. Can not get someone on phone despite repeated calls. EXASPERATING!!
humbuckermudgeon@reddit
Sometimes, you really should get out of the way and just let bad decisions fail under their own weight.
Vegetable_Pirate_702@reddit
Update your resume then vocally support their decision. Sit back and get ready to roast some marshmallows. Canāt wait to see what the board does for them when the company collapses. Screw all of them
fieldyfield@reddit
Lol
RobinatorWpg@reddit
Who are they, Atera?
dishwasher_mayhem@reddit
I'm former support for a former tech giant. Part of the reason they failed was due to terrible offshore support. If you think talking with someone overseas is frustrating...oh boy...I need popcorn.
exterminuss@reddit
That is an excellent idea, Sir! We will start tomorrow with VIP support, sir!
Bebilith@reddit
Sounds like the marketing AI that is selling this to your execs is worth a look.
Not whatās been sold though.
amishbill@reddit
The execs never see the direct impact because they have dedicated āwhite gloveā support teams that only work the exec floors.
murpheeslw@reddit
Keep us updated for the lulz
syphilicious@reddit
Suggest a pilot project replacing executive support with AI agents.
mysysadminalt@reddit
I seen a guy in our NOC use Copilot to troubleshoot a NPS Server config drift issue this week, yikes it was bad
BroaxXx@reddit
Th only reasonable thing to do is to update your CV and start applying to new jobs
compuwiz490@reddit
lol. Delusional executives
noncon21@reddit
Get off that ship now if you havenāt already. Your executives have drank the koolaid and no one with any sense has given them proper advice on the realities of AI.
crowdflation@reddit
I work building AI agents as a dayjob and don't think it is realistic. Depending on how good their integrations and knowledge base they might manage between 20 and 85 percent. But who would deal with new unfamiliar issues and document them? What would happen if an agent goes rogue? Maybe it is just an aspirational number. IE shoot for the moon and land among the stars? Maybe some salesperson is getting their hopes up to get a contract? No idea.
NewRooster1123@reddit
The useful part is not that the bot can answer one ticket, it is that the team can later see the exact escalation path when it could not. I would keep the KB, the failed cases, and the handoff notes together so the limits stay visible.
ScooterNinja@reddit
The bubble will burst, first they over fire people and then consume a lot of AI resources which have a affordable cost right now but once they are fully dependent on Ai , the Ai companies will increase their token prices.. and then company be like it was cheaper to employ someone š¤§
ukulele87@reddit
Create a meeting 6-12 months from now titled "I told you this was a bad idea".
Respond to the email chain with a mild warning, acknowledging they wont listen anyways and invite them all to the meeting.
Wait 6-12 months and wait for the raise, congratulations your new teammates are a bunch of MBA holders that dont understand how anything below them works.
From there the sky is the limit. Remember me when you are CEO.
NickBurnsCompanyGuy@reddit (OP)
Fast track to getting fired for "not being a team player" for dissenting on the idea to fire the entire team lol
ukulele87@reddit
Nah, being right its what makes money.
Some retarded bootlicker sold this up the chain hoping for his big break, when it all burns down you are taking his place.
My 4 step process might be oversimplified and enhanced for comedic purposes, but the idea stands.
EquivalentSilent776@reddit
As an IT professional I simply cannot wait to see how all this unfolds. The craze and hype are real, the real-world scenario where these tools work at scale are yet to be seen.
But I will say business is good in the āoh shit Iām hacked, help me!ā department these days
RevengyAH@reddit
If played right, this chaos creates a huge opportunity to move upwardly for you.
Either capitalize on the chaos, or try to be clear of the blast radius.
AgainandBack@reddit
I saved my job with one company by getting out of IT and getting transferred into a line department for ācareer enrichment.ā We were going through a doomed merger that was clearly going to fail, and would decimate IT. A year later, I was transferred back to IT, into what had been my now-fired grandbossā job, to rebuild our pre-merger capabilities.
RevengyAH@reddit
Sounds like a brilliant strategy paid off.
Are you still with the company?
AgainandBack@reddit
No. The company just couldnāt recover. I left about 18 months after returning to IT. Two weeks after I left to go to a competitor, the company split itself into three parts, sold off two of the parts, and changed the name of the remaining part.
dankmemelawrd@reddit
Dude, i can say one thing don't tell people to not be stupid, just hold the camera.
spoiled__princess@reddit
microsoft?
AdMuch9627@reddit
Are you going to use open LLM models or Claude/OpenAI/Gemini for the helpdesk AI agents? This technology is moving rapidly and people needs to adapt sooner than later.
wickedang3l@reddit
LLMs are a lot closer to being a capable replacement for "leadership" than any help desk team that I have ever worked with.
Gains traction by deceptively glazing people they interact with. Dramatically over promises to superiors on basically every metric. Rapidly brushes past their mistakes without actually facing and correcting themselves.
Who am I described, LLMs or "leadership"?
mikeegg1@reddit
My thought is: Hahahaha
hyperion_99@reddit
Wonder how many hours till the AI gives out an unauthorized refund or tells someone they should kill themselves.
NickBurnsCompanyGuy@reddit (OP)
Already did. A Chevy dealership rolled out a AI chatbot to negotiate with customers and sold one a Tesla.Ā
Another AI chatbot for an airline authorized refunds and the airline lost the suit after they crawled back the refund.Ā
Intrepid-Car-9611@reddit
Not possible. I do this for a company that has about as many employees and have a very high auto resolution rate. Above 80%. And that only reduces the real workload by about half. You can get some very real savings. You cant replace your entire help desk.
AdMuch9627@reddit
Using open source LLM or Claude/OpenAI offering? AI Technology is evolving rapidly, never seen so fast pace of development in this domain
NickBurnsCompanyGuy@reddit (OP)
Yeah well that probably bc AI has existed in this capacity for longer than they're telling us.Ā
Funny how the second videos and images of rich powerful people fucking kids is about to come out, suddenly this ground breaking technology arrives seemingly overnight.Ā
bigbearandy@reddit
Digital photography didn't make photo processing labs disappear; it just consolidated them and capped labor growth. People still need people to develop photos. AI might cap the number of people needed to do support, but historically, it isn't going to shrink the need for support radically over the short haul, and it will increase the need for better paid personnel to create the automations to eliminate those jobs. The capex is usually higher than labor costs in the short haul.
kmanix50@reddit
Let me know what the url is for the employee onboarding agent so I can set up my account and privileges for accounts payable the CFO said the agent needs to get it done in 5 minutes so I can payout the executive bonus funds.
Few-Pressure9581@reddit
We have just gone from 9 to 2 helpdesk with agents
chiperino1@reddit
and hows that going???
Few-Pressure9581@reddit
No clue our network team hasn't enabled any Ids,ips,ddos,Ssl decryption or logging.
Cto doesn't seem to care
Keen for others experience
sixblazingshotguns@reddit
Thereās just no stopping them.
TerrificVixen5693@reddit
Oh yeah, all those embedded systems that donāt have security controls or MDMs arms require manual intervention like pushing a button panel with an LCD? Sure⦠send the AI.
Pretty_Frosting_2588@reddit
Our AI help desk had a man's name and got so many complaints and now it's a woman named Ava and complaints were like a quarter overnight.Ā We get all the chats sent to a shared inbox and review people trying to chit chat or flirt with it in the morning.Ā It's only for off hours now and we doubt they will make it any longer because we have a long list of fixes and complaints.Ā
CoffeeOrDestroy@reddit
Thatās going to be spectacular with all the sarcasm intended. Unrelated: Where is your team located? I could use some experienced L1s and L2s :)
Wrong-Pineapple39@reddit
Check r/CIO. Interesting post there about the poor results their all getting compared to the sales shtick.
lordjedi@reddit
> they're gonna start phishing and bringing down powerplants and data centers is my theory.
Phishing attempts and AI bots are already doing this. It's also irrelevant to the job market. This kind of thing has been happening since forever. People that are unemployed don't suddenly turn to phishing organizations while they're job hunting.
That-Value6809@reddit
we are dealing with the same thing....
NickBurnsCompanyGuy@reddit (OP)
It's crazy. I want to be in the room for these conversations with these AI companies because they're clearly selling them a crock of bullshit and these execs are eating it up.Ā
zkareface@reddit
I know multiple big companies going same way very soon, all the big msps are aiming to replace L1 with AI asap.
The numbers are staggering so it makes sense that they are trying it, one company said that every call/email/chat with human agents cost $5.
With AI it's $0.1.Ā
NickBurnsCompanyGuy@reddit (OP)
For now... Until you're dependent on it and they charge whatever they want. Did we learn nothing from cloud storage?
zkareface@reddit
It's in-house made for every company I know. No AI companies involved.
NickBurnsCompanyGuy@reddit (OP)
Huh? How could a company compete in house with these large AI companies. Every in house AI Ive seen is hot dogshit and rapidly decreases in quality after launch.Ā
zkareface@reddit
There are no good ones in the automation space like that, you can just use the public models and it's good enough.
I've seen public models on mac minis be good enough to replace first line people for a majority of tickets.
RabidTaquito@reddit
Or Netflix, or youtube, or Microsoft, or like 10 billion other things.
dubsy101@reddit
They want it to be true and they are all able to base bonus related objectives around AI delivery. Who cares if it all goes it shit in a few years.
draggar@reddit
Reminds me of the TV show Silicon Valley. He was getting frustrated with potential clients so he sarcastically said something along the lines of "do you just want it in some pretty box?" and the clients were all of a sudden fascinated and were like "tell me more about this box!".
NickBurnsCompanyGuy@reddit (OP)
Mike Judge is a modern day prophet.Ā
hajuherne@reddit
Diarrhea is gonna hit the fan.
koneu@reddit
Do they already realize that then, they also have to deal with the Ai exclusively to get their IT problems solved?Ā
Vogete@reddit
Klarna did that already. It went great for them. They now have humans as support agents because AI worked out so well.
xander255@reddit
Have them setup a pilot program where all executivesā support requests go to these new AI help desk agents.
Pretty_Gorgeous@reddit
This
accidentalciso@reddit
I bet the AI told them that was possible, too. That sounds like something the AI would say.
YetAnotherGeneralist@reddit
I am replacing my car with my own two legs.
Both solutions will get me to all necessary destinations, and one will be cheaper, so it's a no-brainer. In fact, my legs can get me to some locations with higher precision, such as inside buildings. I already use my legs for some tasks, so the transition will be seamless. The extra few minutes lost every month will be very manageable as well.
PatrickG223@reddit
They probably could in the sense that they could just get rid of the help desk entirely. There'd be consequences obviously. It would be dumb but sure you could do it.
technicalanarchy@reddit
You can do that, probably shouldn't, but you can. Can't see it ending well.Ā
anomalous_cowherd@reddit
Well, maybe the executives that replace this bunch when it all goes rapidly tits-up will be better?
zatset@reddit
My thoughts are... soon there won't be a company anymore.
OutrageousInvite3949@reddit
Yeah our idiots where I work replaced the phone system with an ai receptionist and everyone hates it. The employees hate it. All the guests and members hate it. It makes everything much harder.
Affectionate-Cat-975@reddit
Become the keeper of AI and you'll have a job for life. Also, AI can't plug in cables so you've got that going for you
Buddy_Kryyst@reddit
Probably better off replacing the c-suite with 100% AI, most of them are already just using Claude to come up with these crazy ideas. Just get rid of them, cut out the middle man and save $$$$.
Ambitious_Signal_176@reddit
Cannot be much worse than outsourced IT from other countries tnh
nullpotato@reddit
Gotta explain it in terms they can understand: dollars. If the average ticket would take X tokens to process (and voice decoding would be way more) times the number of tickets per year, and at the expected increasing cost of tokens it is honestly probably cheaper to keep the current human support teams.
jacnok@reddit
Not probably. Definitely. People might give the help desk minor yearly raises, but the cost of these tokens are going up quarterly much faster.
And if someone's brilliant enough to say "oh just run our own local model", that's when you pivot to a full replacement - more expensive prompt engineers as opposed to the current help desk, who still aren't able to prevent a rogue model from deleting company data and all backups after a cron job went bad.
Incomitatum@reddit
"they can..."
No no! They certainly CAN!
What knock-on consequences will it bring them?
You can do what you want, but you are not free from Consequence.
Someone highly paid should help them think it through.
buskerform@reddit
Sounds like they'd approve used 10/100 switches too.
tuvar_hiede@reddit
Good luck with that, I wonder who will be sacrificed when it goes up in flames.
MrPooter1337@reddit
Please update us on this in a couple months š
No_Consideration7318@reddit
He just wants to get some bonus for cutting costs and then bounce like a psycho. Or else maybe he is getting a kickback / job opportunity as some ai helpdesk company.
_SundayNightDrive@reddit
Morbidly curious on the strategy and extent of work expected of the AI agents before a hand off to a person.
RunForYourTools23@reddit
Let then do it and bring the popcorns
WoahAreYouOkay@reddit
My company has 50,000 and outsourced almost all of our IT last year
I fear this is where I'm headed
cyber_r0nin@reddit
Outsourced? As in offshore? Or swap to ai. Huge difference. But not for the locals. They're still up a creek without a paddle or a boat.
WoahAreYouOkay@reddit
The jobs were moved offshore while a small portion of each IT's team was retained for training and maintaining minimum operating efficiency of IT Systems.
NickBurnsCompanyGuy@reddit (OP)
How's it working for them?
WoahAreYouOkay@reddit
I switched to my PC so I can type this up better than on my phone
The switch happened a year and a half ago. Since then, it's been mismanagement, micromanagement, miscommunication, no communication, and terrible, terrible CSAT scores. I'm on the Service Desk; was a tech that worked up to a niche role that wasn't T1 or T2, but more of a lateral move. Kind of a material-creation, sort of a technical writer of sorts.
In doing so, I ended up in a role where I had the only real experience for said role. Before the outsourcing happened, I had about half a year in the role to see what it was like. I would have a 2-week lead time for each requested new project, as that's how long it took my manager to do it. Turns out when you have experience doing it, it only takes a couple hours to do a project. I'm lucky I get all of my free time, as the rest of the Service Desk is suffering, hard.
A lot of the employees at the main company noticed a difference and only call in if they are hard-down now.
T1 agents are all Indian/Southeast Asian with little to no understanding of English. T1 is also about 50% smaller than when we had US agents. They are threatened by the outsourcing company with firing pretty much daily. A lot of them just don't understand what is being asked of them, and moral on T1 is incredibly low. The agents that do understand English are struggling to go "Above-and-Beyond" enough to not be on the list of threatened agents.
25% of T2 was kept and hired on at the outsourcing company. This same idea was kept for the SysAdmins, SysEngineers, 365 Admin Team, etc. Small portion of competent techs to keep the foreign techs in line and doing what they need to to keep things running.
The T2 agents in the outsourcing company that I know are incredibly depressed now. They keep getting tickets piled onto them, plus more responsibility to reign in the T1 techs, and update their almost 50 tickets daily, with multiple hard-down users.
Not to mention security. We had multiple bad actors call our company and get into employee accounts. The last time it happened, the outsourcing company forced all of the employees on that contract to sign a monthly "You will verify users before unlocking their account or you're fired" document stating they agree to these rules. Then about a week later a bad actor got in again and was able to steal an employee's paycheck.
I personally haven't seen a lot of change in my role. It's still pretty lax for me, but my colleagues are hit hard. I know they want to try and save more money, and with the security incidents as bad as they are they may end the contract with the outsourcing company and just try AI altogether for our SD Agents.
xubax@reddit
Manager: Hey, I need my computer swapped out.
AI Tech: Okay, great, I can help you with that. Why do you need it swapped out?
Manager: I tried turning it on, it made some smoke and sparks and won't turn on.
AI Tech: Okay, great job. Have you tried rebooting it? To reboot it, click on the window menu, then the power icon, and choose restart.
Manager: it won't start, I can't do that.
AI Tech: Okay, great. Have you pressed the power button to turn it on?
Manager: yes.
AI Tech: Okay, great. Is there anything else I can help you with?
Manager: you stupid fucking bot, my computer doesn't work. I need a new fucking computer.
AI Tech: Okay, great. I sense that you may be angry. Would you like to hear about some relaxation techniques? Or the number for the automated employee emotional support line?
Manager: I NEED MY COMPUTER SWAPPED OUT.
AI Tech: Okay, great. Is the problem that you need your computer swapped out?
Manager: YES
AI Tech: Okay, great. Would you like the hands free replacement or on site replacement?
Manager: hands free
AI Tech: Okay, great. Please pack up the computer and ship to the central warehouse. Once received, a replacement will be sent out in 3-5 business days.
Manager: I can't wait that long. I need it replaced now.
AI Tech: Okay, great. Please pack up the computer and drive it to the central warehouse. Once received, you may pick up a replacement.
Manager: can't someone just bring out a replacement?
AI Tech: I don't have arms, Dave.
InsaneGuyReggie@reddit
You forgot thar the AI would make him check the cord and spend 20 minutes ordering him to take deep breaths and meditateĀ
M-G@reddit
TBF, providing shutdown instructions in this scenario is not much different than some offshore support calls I've had.
robocp01@reddit
Let me tell you a little story my son works for one of the federal agencies. I'm not gonna say which one but they recently tried to have their judicial proceedings which used to be handled by translators move to an AI solution. Turns out it was a total fiasco because AI wasn't smart enough to comprehend the various dialects and nuances of human speech so I put them back for months. They had to have the judges and other staff turning the translators for a while I still don't think it's been resolved.
cyber_r0nin@reddit
I think you meant so it (I) put them back months.
And...staff training the translators for a while
Outside-Put-6701@reddit
You are correct "it put them back months" voice to text strikes again.
robocp01@reddit
Hell, just look at how my using voice to text cause I suck at texting on the phone screwed up my conversation
cyber_r0nin@reddit
Yeah I have the same issue. The galaxy s3 was better back in the day versus now. Not sure how that works.
22OpDmtBRdOiM@reddit
So AI is doing the password resets? love it!
cyber_r0nin@reddit
How long until ai leaks the info out via some obscure sub routine?....
MacrossX@reddit
More likely AI will replace those executives than help desk people.
imgroovy@reddit
So theyāll be hiringā¦.
cyber_r0nin@reddit
Surely you jest about the power plants..they are likely sneaker net'd anyway... (Case in point iran)
But, yeah hogwash on useful helpdesk with AI. You'll spend just as much time cleaning up delusional answers to questions and adding new content for new software updates through the years it'll be more cost effective to just use people. That sort of thing is useful for the 3rd shift no one wants to do. It could learn over time and be trained at night on various issues. But just to swap out 1:1 is a horrid idea.
I used an ai helpdesk two days ago and ended up with an actual person (presumably). My question got answered in <1min. When I asked ai it couldn't figure out what I was asking even though I used similar or the same phrasing with the person.
Public_Background_71@reddit
Let them find out the hard way. I suggest you keep your eyes open for a new position, unless you want to be there playing the violin as the ship sinks.
many_dongs@reddit
Company executives are braindead morons like 90% of the time
SituationTurbulent90@reddit
I'm a pentester and there's been talk at my tech company about replacing us with agents. If my livelihood weren't at stake, I would absolutely love to see that play out. As it stands, agents can just decide to "delete" shit while doing routine development. Imagine the potential risk if you told the agent to act in an actual adversarial capacity.
I cannot wait to hear about the first instance of an agent ransomwaring its own company.
Electrical-Risk445@reddit
Make it part of your sales pitch and demo it... "you have backups, right? RIGHT?"
tcallan21@reddit
You should create a pilot agent with the opening line in the prompt.
"You are a helpdesk agent with the primary role of frustrating the user with irrelevant questions and pretending like youre solving their problem. Call them the wrong name constantly.
Be all excited and send it to them for a pilot test.
NickBurnsCompanyGuy@reddit (OP)
User: "computers broken"Ā
AI: "oh can you be more specific? What exactly isn't working?"
User: "doesn't work"
zonksoft@reddit
I threatened to sue ChatGPT service at one point for GDPR data because they missed the deadline and the support was less qualified than the LLM
dafuzzbudd@reddit
Every tech company will have a mission statement saying "company-focused at delivering the best hands-on client service" meanwhile the first thing that gets clipped into the ground is anything human-facing.
Tricky_Acanthaceae39@reddit
Ai is already running the world. The CEOs and executives are asking AI what it should do and if things are a good idea instead of using critical thinking skills. I guarantee you someone asked AI if they could replace their Help test teams with agents.
MarkInMinnesota@reddit
Yet another example of software vendors way over promising before orgs figure out they canāt deliver. A tale as old as time. Every front line tech and analyst knows this but for some reason the execs writing the checks donāt. Sigh.
thaughtless@reddit
Ever tried communicating with Starlink lately? Its an exercise in extreme patience with their utterly frustrating AI. I will never use them for home internet
RBeck@reddit
Do a POC and make the C levels use it for a week.
johnk1006@reddit
lol the best part is I already know an executive is gonna call with a problem, and then get mad at IT for something THEY WANTED cuz it couldn't help them with some issue. If exec goes for it, they better be buying into it and let themselves crash and burn
BasicallyFake@reddit
They havent met their employees
Clivna@reddit
I always ask one simple question.. Can they mention any good interaction with an AI agent?
GRAMS_@reddit
I know someone that works for an outsourcing firm, theyāre promising 60%+ productivity gains leveraging AI to their client companiesā¦.
Iām like aināt not way man.
gmc_5303@reddit
The executives need to be in the PILOT, and not have any escalation path to a human.
OppsieLoopsy@reddit
Too many decision makers watched terminator one too many times!
SkittyDog@reddit
That isn't a real demand.
This is what we call a "negotiating position". It's an opening offer designed to terrify you by threatening your existence. These execs realize that they aren't gonna get 100% in the end, but they want as much human staff reduction as possible without shuttering the company.
In the end, they will settle for some amount of staff layoffs, while making the rest of you feel lucky for having survived at all. That's the real purpose of this. You didn't even realize that you're in an adversarial negotiation with your own management, which gives them a huge advantage in pushing you peons around.
The fact is, the execs ARE better at this than you... They really don't care how you feel about them, as long as they get what they want, in the end.
NickBurnsCompanyGuy@reddit (OP)
No, they're going to do it. I've seen them do this crazy shit so many times before.Ā
Just got rid of our entire messaging team for AI. No handover, and the existing team didn't even train the fucking thing.Ā
They're just huffing consultants farts at wine n dines and free F1 races and shit. Eating out of their hands and signing checks.Ā
LadyK1104@reddit
What vendor are they buying from? I wonder if theyāre hiringā¦sounds like a good time.
SkittyDog@reddit
You're also misunderstanding what they did with your messaging team.
Everybody wants to do layoffs, like crazy, but is afraid of looking weak and hurting their stock price if they admit the truth: "We expect the economy to get shittier, for quite a while, which will hurt our revenue."
So everybody is cutting staff with AI as the excuse.
Your management are ALREADY rebuilding a smaller version of that messaging team, but it's got a different name & org structure. And those people will run the AI tools, and staff up over time to whatever level provides acceptable functionality. And they're gonna do the same to your IT support, and probably a bunch of other teams, too.
They let you think they're tards, because it's useful to them. The truth is just that they're cold psychos.
wenestvedt@reddit
Could be both!
NickBurnsCompanyGuy@reddit (OP)
Well when you find out the new messaging teams names please let me know. So far I've gotten "we're working on their replacements" and I've got open compliance projects that are totally unmanned now.Ā
SkittyDog@reddit
It's a management playbook for trying to separate truly critical stuff from whatever people SAY is critical. In the short term, stuff gets missed - and then they backfill as necessary with the cheapest solution.
AdminsLickMyTaint@reddit
Eh when those execs and ther ugly children die they wonāt get to spend any of their money,
Awwww bummer huh?
WilfredGrundlesnatch@reddit
I take it you haven't had much personal experience with execs. No, they really are this stupid and short-sighted. They're like toddlers with guns that you have to keep having to gently guide away from killing themselves and everyone else.
yukondokne@reddit
'Never attribute to malice what could easily be attributed to incompetence'
-Hanlon's Razer
jenius012381@reddit
I literally came here to make a similar comment. Iām a mid level director and this is NOT about getting rid of 100%. Itās about getting rid of 30-70% and reducing the headcount. They intentionally set the goal to something outlandish knowing they wonāt get it but that theyāll get what they want. They may not know whatās possible, but if they say we want 100% and you can get it to 25% AI, thatās 25% they donāt have today, and they will take it.
NoHippi3chic@reddit
Timely. I just tried 3 times to go through home depots automated payment system and all 3 times it said my bank declined. The 3rd time I pushed 0 for an operator and it tried to deflect with a payment link texted to my phone. I said OK, but it couldn't do that either. Got a service rep and made my payment with all the same info.
Sure, Jan.
1-800-I-Am-A-Pir8@reddit
Sometimes I really miss working in IT. I don't think we ever even got to watch something this dumb...
Do you take butter on your popcorn?
MetalSufficient9522@reddit
That's like watching a car accident. I would highly recommend you tell them to do it, and make sure you resign and come back as a consultant for 4x your salary, at least. There will be a mess to fix.
TONKAHANAH@reddit
Start their own contracting companies that the ceo's are gonna have to hire after the Ai fails them, then charge triple what they were getting paid as employeesĀ
ArchonTheta@reddit
Hahahaha omg. Iāll have what they are having
No-Help-8038@reddit
Giving Helpdesk AI tools to use for their job? A+ idea
Removing the Helpdesk, letting users interact with AI to help resolve issues? Might be the clearest and easily labeled "terrible idea" i've ever heard.
The hallucination replies alone AI is going to give people after it tries its best to understand the issue are going to cause unreal amounts of issues. I would give any company that did this less than a month before the whole thing is scrapped.
AndvariThrae@reddit
They are smoking that good shit....
povlhp@reddit
The easiest functions to replace by AI are the execs. Suggest to start there.
Antique_Gur_6340@reddit
Hilarious, I would love to sit in that phone call when they run into urgent issues and have to call.
Ill-Cat-mod@reddit
Yep I hang up and don't buy the product
Got a 8 gen tablet for my kids this year. No AI
lungbong@reddit
Do the help desk do refunds today? If so please tell me the product as I'lll be trying to convince the AI to keep refunding me over and over.
picflute@reddit
This subreddit has me convinced that no one has actually rolled a single AI solution right
hurkwurk@reddit
get your MS rep on the line and have them candidly tell you AI's accuracy rate.
Mine freely admins that CoPilot is 25%.
if they think that having a literally retarded ai answer at a rate of 25% accuracy is going to replace humans, invite them to replace tier 2 tech support for calls that ask to be escalated.
I'm part of an engineering team that does after hours support for our customers... IE basic hell-desk work, but also able to answer any system down issues that may come up. It keeps us thinking about how to solve the small problems, not just the big ones.
Can_SpkTruthtoPower@reddit
https://finance.yahoo.com/sectors/technology/articles/nvidia-exec-says-ai-more-112000241.html?guccounter=1
Maybe I'd direct them to all the companies finally learning the true costs of their tokens.
elmariachi304@reddit
Iām in upper management at a company that is making the same transition. You guys are missing whatās being looked at here. Yes of course they know service will be worse. Itās a calculated play that what they will save in salaries will be more than what they will lose in revenue due to churn. Itās also not like ripping off a bandaid, itās A/B tested with user cohorts. Corporations are just as greedy as you think but they are also way less stupid than you think.
DealerAlarmed3632@reddit
I tried using AI to ask questions about the almost exactly one month old Starfield patch. It really makes it plain that AI is a statistical word generator and bears no relation to truth or facts.
amishengineer@reddit
Public company? Short that stock
DJK695@reddit
Good luck to that company, every other company thatās done it has the worst customer support but they donāt really care anymore. Supporting products doesnāt make money - forcing people to buy new ones does. Weāve reached the 9th circle of capitalism.
redit3rd@reddit
Just be sure to train the AI to mention that if the customer doesn't like the service that they should move to a competitor.Ā
Techdude_Advanced@reddit
They will regret it.
AnotherTechInTheWall@reddit
Roll it out for your 3 least favorite clients and when you lose them because of terrible customer service you'll have a small victory and a test cast of why it's a terrible idea.
terAREya@reddit
Iām assuming they donāt care about the users and believe that the ai agent would be āgood enoughā
Inevitable-Star2362@reddit
DO IT!!!!
jneal85@reddit
Oh boy, this is going to fail spectacularly
goronmask@reddit
Everyone who has never done help desk or operations will tell you how easy it is, how incompetent everyone is, and how they could they could automate half the workload using bash if they really wanted.
Now AI has people collectively delusional
vNerdNeck@reddit
OP - you can either A: Stand in the way in which case you get on the exectives shit side and they are going to do this with or without your help.
B - Get on board, tell executive how great of an idea it is and help him push in through.
Your gonna be blamed either way for the shit show that follows.. Mite as well try and be safe as possible.
Also... it may not be there yet... but it's going to go there. Think of this as fun project to get experience on where we actually are in the AI world when it comes to agents. Great experience for future projects / positions.
Ambitious_Attempt220@reddit
What a shit show
JohnnyFnG@reddit
We had a similar situation in my organization, also 100k. When VDI was first proposed, a metric suggested 75% of on-site field services could be replaced. Executive leadership was now curious as to feasibility of nuking positions to save $$. Thanks to vendor speak to sell the solution.
After running numbers, we determined that because we need techs at all healthcare facilities at all hours - or at least one covering two or more depending on ticket counts - that we must retain 98% of staff to maintain adequate services. We kept 100%, because even with VDI, someone has to support the thin client, network it relies on, etc.
The best path forward here is to not speak down on the technology and why it canāt or shouldnāt replace you; you justify your existence and speak to the quality of care the team provides.
GL OP. Anyone that thinks AI can do it all is truly disassociated with reality and what it takes to run IT operations.
illicITparameters@reddit
Just grab your popcorn, and sit back.
I've reached my "fuck 'em" arc with executives doing stupid shit with AI.
Makanly@reddit
It's possible. Going to require engineering to do a lot of work to cleanup the environment and back self service help functions.
cokewan@reddit
Saw this months ago. 40% of L1 out. Long story short: Half seniors gone, the other half searching for new job, customer menaces with economic and legal penalties. They are searching for L1 and senior sysadmins desperately. But hey, manager is still in the company.
AgainandBack@reddit
Good luck. My guess is that this is inevitable, and things will crash, company wide. I spent 35 years in IT, more than 30 years as a manager at some level. The willful illiteracy about IT in the C Suite is stunning.
My only suggestion would be to get the decision makers to define what help requests will be closed as āproblem not found.ā Iām going to guess that AI isnāt going to be good at determining that a ticket saying āEverything in Finance is down, no one can do anything, help, weāre going to miss close, and weāre completely down,ā means that someone put letter size into the 11x17 tray on the printer.
_haha_oh_wow_@reddit
Your company is fucking delusional!
Let us know how it goes lmao
sceez@reddit
Lol, wish them luck, from me.
egoomega@reddit
Maybe tier 1 support, with mabe 50% of tickets flowing over to tier 2 ultimately until anyhow. If the rest of IT are getting big bonuses or raises for this, then sure ā¦. But Iām gonna guess the savings doesnāt hit anyoneās pockets below c level
Mikros04@reddit
just please leave the power plants alone, kill all the datacenters you guys want, but I'm paying enough for electricity as it is ffs :P
kremlingrasso@reddit
Becuse the don't have any ideas on how to actually improve IT operations. AI is literally worshipping the golden cow, promises of easy answer and solution to everything, all at once. Before it was "return to office", and "move to the cloud", and lean six sigma, and offshoring. They are all the same idea dressed up in corporate bullshit. Replace good, well paid people with shit ones.
That's it, that's the only thing they know. Fire people, lower cost. Pocket bonus, move on to the next VP gig. 2 year up or out. I never met an IT executive who ever tried to tackle any of the plain, obvious, well articulated systemic issues that make IT operations three time more wasteful then it should be.
commissar0617@reddit
If they mean tier 1... Probably. Tier 2 is unlikely.
Decimit-@reddit
Wow! Not only do they have no idea how it works, they would blame someone else when it goes down in flames and still have a job they donāt deserve.Ā
theMightBoop@reddit
My response would be if I could do this, why would I be working here? I would make this product and be selling it to you and every other company out there.
I think these smart ass comments in my head but donāt say them out loud. This is one I probably would say and no doubt would be fired for.
DadAndDominant@reddit
I mean, for many things it is like with meth purity in breaking bad
80 -> 90 %: hard
90 -> 95 %: 10x harded than the step before
95 -> 99 %: 100x harder than the step before
99 -> 99.5 %: 1000x harded than the step before
100%? Impossible
Anthropic_Principles@reddit
Who do you work for? I'd like to short their stock.
nonaveris@reddit
Government contracting if they keep their record clean and honest.
TheRkhaine@reddit
This is also a situation of "Tell me you know nothing about AI, without telling me." Management hears AI and thinks autonomous and cheap solutions, when AI is far from perfect. Don't get me wrong, it's useful, but anyone thinking it can replace help desk is just showing ignorance. There's a human factor with Help Desk that is necessary for user interaction.
HoosierLarry@reddit
Todayās AI is yesterdayās offshoring.
gurilagarden@reddit
Too bad you can't make this a reality tv series on youtube. I'd watch the shit out of it.
CharlieTecho@reddit
Would be funny if when they recruit more helpdesk (after it fails) the new recruits demand silly amounts of money š
Magic_Neil@reddit
In conversations like that Iād love to see the people that propose it sign a charter of sorts, so that when the project āsucceedsā they can all be lauded for being so smart. Oh, and then give the desk two or three days off to ātrialā the AI, and see how it goes.
Inevitable_Use3885@reddit
Unfortunately, the fastest way to convince executives that they don't really want the thing the they believe they want is to let them have it.
Usually there's not much to be done in terms of persuasion. Given that in my experience, the majority of organizations are not instrumented to data mine their processes to determine secondary effects and consider costs on terms of human factors and efficiency loss.
Since you can't really prove the things aren't working, you end up with a political scenario as opposed to a math problem and personalities and egos become the prime movers.
kagato87@reddit
Yup. Those execs get to be wave 1 of having to go through the agent.
A rollout plan should generally include at least some executive leadership, as their needs are different from other users.
In this case, focus it on them. And don't be shy about masking the occasional important thing from the knowledge base it can scan for answers. If you can get an executive frustrated with it going around in circles, they'll downgrade it to a tool to help T1 support faster than they can steam "argh! Just connect me to a human!" (Be sure to trap that prompt to go to a new context that focuses on sounding like a real agent, with a made up name that as soon as they try to look it up they'll realize isn't a real person.)
not_so_wierd@reddit
The idea is good. But not a single C-level manager I've worked for has ever used the regular service desk.
It always goes: Have a problem, call head of IT. Who then has a senior technician call the C-manager directly. Never once has a ticket been generated.
kagato87@reddit
All the more reason to make them use it. "I'm going to need your help selling this to the rest of the team, and for that I need you to be able to honestly say you're using it and love it." Pitch them back to the AI sales lines, that it should get them a faster resolution.
This method backs them into a corner where the only way out is to use it. Then when they use it, and it's slow and painful and they come to you, you help them out and let them lament how the new tool sucks.
If they come straight to you, ask them how far the ai response got them, and when they say they didn't want to use it give them a brief knowing look, say "is it really that bad?" and help them with their issue.
This is a standard project roll out template. Your pilot group must always include some executives, and the full exec and c-suite needs to be early, never last. You get much better adoption rates and lowered resistance this way. The fact you're using it to kill a bad project is immaterial. You should always be doing rollouts this way.
I've done this. Unless you have toxic executives (in which case gtfo regardless), this works. Especially on execs that like to come straight to you for answers.
The fastest way to get a bad idea shut down is to expose the executives to the impact. And if they complain, "better this pain now than after laying off all the tier 1, right?"
Present as being in their side, and you needing their help. Which is honest (apart from having to pretend you're on board with the idea). You do need executive buy-in to push new processes on users. You're just accelerating the visibility of the pain to minimize company costs related to moving too fast.
Spirited-Cover7689@reddit
Do Reddit post titles require typos? They're beyond common, yet composed on devices that check your spelling and to a degree grammar.
WorkLurkerThrowaway@reddit
Last night I was on a call with an HR admin working on a SSO cutover that was failing and the product was giving a very vague error. She called up HRIS company and got an AI agent. After a few minutes, let me tell you I didnāt know the people in HR could swear like that.
Now imagine itās every Helpdesk call. Your employees are going to hate everything about it.
BoysenberryDue3637@reddit
Helpdesk struggles with helpdesk and now your going to replace them with AI? Get the fuck outa here. Helpdesk especially tier-2/3 are highly skill professionals. AI will fail miserably.
God I really want beer and popcorn to watch this shitshow unfold.
jaydizzleforshizzle@reddit
lol at helpdesk level 2 and 3 are āhighly skilled professionalsā
Nekrokosmic@reddit
Level 2 here. Out of college for 3 months and am thrilled to be considered a highly skilled professional.
jaydizzleforshizzle@reddit
Yup and you either get people like you who can be fresh and taught then move onto actual sysadmin roles, or you have the rest this guys calling āhighly skilled professionalsā who never moved out of helpdesk for 20 years and these people are rough to work with, they donāt feel the need to progress so they become task monkeys.
creenis_blinkum@reddit
agree, hilarious to call these people highly skilled professionals, being ok with doing work like that for 20 years is insane
v-irtual@reddit
Sometimes it's worth just stepping back and watching things burn. They've got the rope. The stocks. The buckets to stand on.
Let them fail. I don't say this as a callous "fuck those helpdesk guys" thing - I know peoples livelihoods are on the line. I say this as an "executives have already made up their mind, and are asking you to support it" thing.
JerikkaDawn@reddit
Are we talking tier 1? AI only needs to be as good as the worst T1 you're paying. And that's absolutely the case in a lot of places.
GiftFrosty@reddit
We have an AI service bot. It gives us information we should already have access to like āhow do I install Xā or āwhereās the policy for Yā and will create service tickets for our help desk without having to wait on the phone. That is great, as it frees up our HD personnel to actually work on the technical issues they are trained to do.
But replacing the whole team and their troubleshooting abilities and expertise? That would be absurd.
bbqwatermelon@reddit
You know whats funny?Ā Most executives can be effectively replaced by AI.Ā But will they?
Tyr--07@reddit
I think you'll be supporting less than 100,000 users after it's fully implemented and required for your clients to use it.
--Arete@reddit
Who's gonna run tte AI then? They do realize AI is something that has to be managed, right?
GX_EN@reddit
LOL. Not going to happen. Nothing even CLOSE to that will happen.
fonetik@reddit
This will depend enormously on the type of business youāre in. If this is real estate or healthcare, yeah, you might want to do something like this to reduce headcount. If youāre an MSP thatās a headshot.
The bigger point is probably: Thereās ways to actually use AI to improve a company, but thereās a lot more to use it as an excuse to trim the fat.
ChiefButtfumble@reddit
Haha we are all so totally boned. Theil wants us all dead and he's starting to convince the others.
sleepydevs@reddit
Wow. Right. Ok.
I mean I'm a huge advocate of LLM based automation and making really heavy use of them in lots of contexts, but omg. That's unwise imo.
I'd love to watch and see how it plays out.
notHooptieJ@reddit
they dont actually care if it works.
the business of the business is all about the stock value these days, noone cares about the quality of a product if they can boost stock price with AI hype.
Its about boosting the stock, and the ai company stock, its not about actually working.
they dont care if it works, as long as the fail comes in a different quarter.
timallen445@reddit
Recently acquired by a company that has a magic do it all AI agent. Still needs people when it can't get the answer but a lot of the time it does.
panther_seraphin@reddit
https://www.fastcompany.com/91468582/klarna-tried-to-replace-its-workforce-with-ai
ciabattabing16@reddit
Find your biggest vendor that uses AI support. Call them for an issue on speaker in a conference room. Try to get support. That should take care of it.
Coldsmoke888@reddit
We have ServiceNow working with some AI ticket handling and itās terrible. Quoting dead KB articles, unable to follow clear instructions in the ticket, etc.
But then again, itās not much worse than the outsourced MSP agents doing the same thing.
Junior-Tourist3480@reddit
Service now is an enigma wrapped in a dumpster fire.
JoustyMe@reddit
Our leadrship decided that out end user service now agent should have Access to all data KBs and Tickets on service now. It blurts out do mamy wrong thing to endusers and our users are blaming Helpdesk :) beacuase AI is overconfident and our techs are more intrested in finding what the hell is happening not doing blindly what AI blurted out.
cantholdmedown4@reddit
Ironically, the only seats AI can 100% fill without issue are those of C suite. As soon as those chucklefucks figure that out, AI will be illegal in your office. I guarantee it (dosequiscommercial.gif)
AZSystems@reddit
I tried SysAid which was before MS Teams had similar abilities as now. It's not going to replace administration of such Tier1 items. However if capable I believe staff could be trained to use if knowledge base and solutions after a reboot... essentially guided troubleshooting placed on the end users. Economic downfall and demand left myself and project only partly implemented. Point out that it expects more of the already frustrated end users, as well if reduced staff, by maybe one person. Considering none of backend admin is accounted for.
Why not attempt to develop and use Azure and MSTeams? That will cost a couple of people's salary. Time to discuss and clear up realities of idea.
SolidKnight@reddit
Do you have separate teams that put hands on devices or is the AI agent going to walk people through asset tagging, restocking, repair, et cetera? Is the AI agent going to run commands on endpoints or is it going to walk users through that? Is everyone going to become a privileged user to do these tasks?
Love it when people jump straight to a solution without even considering feasibility.
Intelligent_Price523@reddit
2 comments (retired Global Infrastructure and Operations Director:
1) Not all, at least 1 dedicated staff for the same executives making the decision. 2) suggest they poll the employee base and have their willingness to have level 1 support with only AI/automation.
LogMonkey0@reddit
Theyāre high AF. This is where people get it wrong and will fail adoption.
Abject_Serve_1269@reddit
Hopefully their bonus and career is on the line. If they fail never again an executive and must work t1 help desk for 4 years. At t1 pay.
zeptillian@reddit
You could probably replace 100% of these executives with a Magic 8 Ball today.
Wouldn't that save even more money?
GradeAccomplished322@reddit
That sounds cool, they should do that
Just point out they should factor in the rehiring bonuses for bringing the helpdesk team back in 3 months into the project budget right from the start, that'll save some confusion later
Oh, you should send them a list of the companies that did this where the workers don't resent management for doing it, so they can have some touchpoints. You don't even have to print it since its nobody, you can just send them a blank page. That's the kind of efficient thinking you need humans for, see.
knifebork@reddit
They won't re-hire. That is, they won't bring the same people back. They'll hire fresh, but even then not as many and slightly different job descriptions.
Re-hiring requires admitting they made mistakes. It makes them look weak and stupid. Subordinates will not have trust and respect for them. They also won't be as afraid of them.
MrXero@reddit
Iām glad itās not happening at my org, I feel bad for you and your teams.
Iām pretty damn sure the execs over there are wrong and I hope they get tossed out on their stupid rich asses when this goes sideways.
800oz_gorilla@reddit
Relevant:
https://despair.com/products/apathy
"Help desk call volume drops dramatically!"
F0rkbombz@reddit
Stop standing in the way of stupid people making mistakes.
Suggest setting aside a 2 trial week period where AI Agents are the only help desk available to users. Recommend that the help desk teams focus on updating documentation, training, and just general housekeeping tasks in that time frame.
Give it a few days and that dumb idea will be dead forever.
bionic80@reddit
They aren't going to. They are going to start an initiative to do it, look at the staffing and bottom line gains from getting rid of the helpdesk for "AI Agents" then at the end of the exercise outsource/H1b the entire division and cut themselves another stringer for their golden parachute.
THATS what will happen.
grahag@reddit
C-Level folks usually aren't the ones making the decisions on this. It's almost always an IT director that was handed down a mandate to "cut costs" and they find the dumbest places to do it.
Helpdesk is a very difficult department to identify VALUE, but I've found that the easiest way to show their value is to go a day without them and see what your workload looks like without them.
Our Org's helpdesk does WAY more than JUST desktop support and we consider them a "white glove" service. The HD Manager has been very good about making them relevant. Ensuring they are getting high user quality scores, identifying ticket-load, and pointing out all the places where Helpdesk CAN'T be automated is important to show why it's a bad idea to replace them with outsourcing or automation. Automation is a great tool, but not a great people replacement.
Unknown-U@reddit
It's easier to replace the workers then the supportš
bassta@reddit
They will probably try, but step by step. Less people stay, more pressure they will take. It can end only one way - in tears.
800oz_gorilla@reddit
You're missing the other part of that statement.
They can replace 100% of the help desk teams with AI agents and offload the things that can't be replaced to the system administrators who will be given far more support duties with no extra compensation.
The ones who are the highest paid will look for opportunities elsewhere and not require a severance. The ones who are the lowest paid will somehow magically improve their performances to rise to the occasion and replace the ones that weren't loyal to the company and left.
See...You got to think like an executive.
chedstrom@reddit
This mentality they have is what driving us into the next depression. If so many people are not working, they are not spending money, including the company that wants to replace all the workers. That and other companies are going to see revenue drop.
BrainWaveCC@reddit
Ooooh! Lots of fun will ensue.
These are not things that people thing about in advance. The concepts are just too foreign for them.
Silevence@reddit
only ones who could be replaced without much impact would be the executives.
would love to see them work help desk for a week and still think that.
UltraEngine60@reddit
They CAN replace 100% of the help desk with AI once they prepare 3 envelopes.
asodfhgiqowgrq2piwhy@reddit
Why does this sound like Best Buy
Low_codedimsion@reddit
Time to update your CV I guess..
Wyatt_LW@reddit
I do think simple problems can be easily soved via AI tools with proper implementations as much as giving simple instructions to non technical users..
"outlook is not opening correctly" to which an answer "click start, search outlook classic, open it".. That's a ticket avoided.
The downside is that, not having easy tickets to solve doesn't give formation to junior IT... and that's a problem.
Pablouchka@reddit
Some people believes that AI is magic...
RegionRat219@reddit
Your company executives are morons
richie65@reddit
I was once confronted by the President / Owner (Mike) of a (250 employees) company I worked for as their sole IT...
Mike: "How come you are never busy?"
Me: "I'm usually busy... But when you see me not busy - You should be glad... Because when I am busy - I am putting out fires... I am your fireman... Be glad the fires are out, and I'm maintaining the fire prevention."
He seemed very satisfied with that answer...
Then about a week-and-a-half later he put me in charge of the entire engineering department, in addition to the IT stuff....
FML!
The AI narratives are Kool-Aid to chug, when you are in a position to tell everyone else what to do.
These people are full insulated from the actual effort that goes into tasks they themselves will never have to complete...
They get indignant, slinging excuses and blame when they are held accountable for their poor decisions.
They get drunk on that Kool-Aid, and with ignorant confidence decide to close up the fire department, and tell people there's a water spigot out back..
Tai9ch@reddit
Can you use that much human labor to build a new company and compete with them? Maybe a consulting company to hire as many people who get laid off from this sort of thing and then sell back the institutional knowledge at 10x the price?
No-Temphex@reddit
There has actually been a lot of discussion about naming data centers a essential infrastructure and giving them large amounts of security due to the threat from wars and locals that are angry over the issues they cause.
SergioSF@reddit
Should be pretty easy to turn off the help desk phone line and have the IT staff focus on projects and see how it goes.
CherrySnuggle13@reddit
AI can definitely reduce repetitive tickets, password resets, basic triage, stuff like that. But replacing an entire help desk for 100k users in a year sounds wildly optimistic. The messy human side of support, edge cases, and bad documentation are where these plans usually hit reality fast.
ucancallmevicky@reddit
I propose you start with a pilot. C Suite and all of their direct reports move to all AI first and we'll see how it goes
wisym@reddit
Send the helpdesk team on vacation for a week and see what happens.
bschmidt25@reddit
Can I watch?
Geminii27@reddit
Welp, time to brush up the ol' resume.
bschmidt25@reddit
Can I watch?
š¬šæ
phungus1138@reddit
Just make your new help desk policy be to give all users admin rights and tell them to Google their issue.
moron_68@reddit
I hear you can use linkedin to find employment.
jimicus@reddit
Sounds like your CTO will be looking for a new job in the next 6-12 months.
NickBurnsCompanyGuy@reddit (OP)
I think you're underestimating how far up each others asses they all are.Ā
mrz3ro@reddit
"I'm sorry, but I cannot reply to your request as there are no available tokens. Please wait for the next billing cycle and ask again!"
Trust_8067@reddit
I mean... let them, what's the problem? They're only hurting themselves when they sink their own ship.
UniqueIndividual3579@reddit
My local urgent care switched to AI. I wanted to get xray results. It kept asking when I wanted to schedule a meeting. AI is just a voice phone tree rather than pushing buttons.
PenquinGG@reddit
Part of the problem is these executives always bypass the help desk and email/DM the sysadmins directly.
inertiapixel@reddit
100%
skiitifyoucan@reddit
Literally every meeting these days with higher ups is "just have claude do it, it'll take 10 minutes".
NickBurnsCompanyGuy@reddit (OP)
The irony is they've barely used any AI themselves.Ā
Gasp0de@reddit
Sounds great to me? Make sure you object in written form, let the support guys accept any bribes for leaving, they chill for half a year then negotiate huge raises when hired back.
Crenorz@reddit
roflol, just be truthful.
That will take more money than we current pay for our employee's as well as we would need to hire someone to actually program/setup the AI to do this - which will be extremely costly. Then data needed and validation/testing. Do a rollout with testing to verify and do a cost analysis to make sure it is cost effective. And sure, we can do it. Do you have a 100mil budget to get started just for the test environment hardware and AI employees?
Dexford211@reddit
Will they be replaced when they fail?
strongbadfreak@reddit
It is easy, you just have to have some balls, you send a very calculated letter to the owner of the company, explain the costs if the cost of AI agents double in June of this year vs human compensation. Explain that AI doesn't care about user data and will delete it (with source examples), how it is nondeterministic and will interpret things wrong and needs experienced humans in the loop before it should be allowed to take actions on live environments. Explain the risks of having AI agents in live environments. Explain that helpdesk is a human first - front lines job support between his workers and the technology, and requires manual labor. Explain why you think it is a bad idea and ways you can incorperate the tech to make the company more money without losing 100%, express the concern that executives are not thinking of the long term health of the owner's business and are thinking about their short term gains for cutting all the workers. Then while working there, do everything you can to implement the things while documenting instructions given by executives and management. Either way this technology will reduce the cost of labor a bit since you won't need as many people if you implement this right but replacing 100% of help desk is to be put bluntly, regarded*.
aeroverra@reddit
Yeah as a customer I love being told how to fix things in the docs I have already referenced and never actually need to talk to humans.
hotel2oscar@reddit
Hey Help desk I,
Set the CEOs password to "ILoveFarts"
That is all.
CaseClosedEmail@reddit
I think AI can definitely replace this type of management
radio_yyz@reddit
I think its cheaper to replace the execs with AI and keep the helpdesk. The amount saved with be far greater.
machaus99@reddit
The only people that could be replaced in your organization are the executives
crutchy79@reddit
This comment holds so much value that it needs pinned at the top of every subreddit, every news site, and anywhere else that people can see it.
ProfessorNutbutter69@reddit
āHey ChatGPT. Tell me how I can run my company into the ground in the quickest way possible. Provide step-by-step instructions!ā
vermyx@reddit
"AI needs a data source to come up with solutions. I was not aware that an AI model was already trained on our company workflows ."
It isn't lunacy it is being uneducated. Take it from that perspective because execs are drinking the sales kool aid and not the implementation one. One of our exec wants to create an AI for the receptionist and is finding that it isn't easy because you have to train AI like a person after we showed them the work behind training the model. They're not dropping the request but the request went from "implement it in a month" to "we will train this over the next six months and see what it looks like".
NickBurnsCompanyGuy@reddit (OP)
Yeah well they got to go to Wimbledon,, so now they HAVE to sign the deal.Ā
Glittering-Fix360@reddit
More like executives were promised lucrative bonus if they can replace helpdesk with AI
Exploding_Testicles@reddit
That's hilarious
5eppa@reddit
You may be able to have AI do a lot of work but it won't do everything.
Years ago I worked for a call center for a large credit card company. They were trying to get people to stop paying over the phones because they were paying hundreds of people to basically accept payments, stuff a website can easily do. I was placed in a group who was told to not take payments over the phone but to instruct people to make their payments online or through the app, a few thousand clients were assigned to our group as test subjects. It went incredibly poorly. Anyone over 50 had no interest in paying online and they just wanted to talk to people. No AI will fully replace that human interaction they sought. Sadly my pay was based in large part on how likely clients were likely to recommend us based on surveys sent out...
Depending on the industry there's no chance AI can do it all yet.
Ninjabeaver212@reddit
Somewhere in these nearly 300 comments is a troglodyte saying "AI is inevitable" to this whole situation.
Revolutionary_Ad6574@reddit
More like throw a Molotov party and the nearest data center. That's my plan anyway if I ever get laid off because of AI.
Gh0stndmachine@reddit
Hahhahahahahah. Heheā¦. Please proceed. (malicious compliance)
HunnyPuns@reddit
Save all of the overconfident emails you get regarding this. Hold c suite accountable for mass layoffs. Especially when they're overconfident, and under informed. Which is pretty much the default state of C suite.
Rancor_Keeper@reddit
Thereās no way that AI is sophisticated enough to do any kind of a Help Desk task, even the easy ones. Non-IT people need to stop believing that they can make technical decisions.
AdultContemporaneous@reddit
I can't wait til the after-times. Even if I'm just gardening to survive.
TryARebootFool@reddit
The good idea fairy man. The last corporation I worked for thought outsourcing the whole service desk was a good idea until eveyone complained about the support. That was around 2009 which then they hired my manager to rebuild the service desk after they previously laid him off.
Then 2024 came along and they did it again and my whole department plus that manager was axed except this time they had us train our Brazilian replacements for about a year first.
I saw it coming but honestly thought I had more time because I was the main IT Support guy for an on-site location.
They kept the guy who would mysteriously dissappear for hours instead to hold down the building.
I just imagine some tech bro at the top tossing darts at employee names to decide the ones that will be laid off.
inertiapixel@reddit
Its been tried, quickly failed then reversed
ChildhoodNo5117@reddit
I bet most executives could be replaced with AI agents.
Pimptech@reddit
Lol, they are pushing this everywhere. If we could have the AI take the brunt of the communication (angry for no reason users) and then let the tech do their jobs, I think that would be awesome.
jfrazierjr@reddit
Ask then how many years they worked on a helpdesk....then challenge them to spend a month on yours
Captain_Fuck_Off@reddit
But.. but .. ainisnt causing job cuts, it's being used as a excuse to cut jobs... Hahahaha... Hey IT people hurry up and find something new.
ADTR9320@reddit
Hahahaha my old company tried doing this and so many employees started complaining and were even quitting because of the colossal failure it was. AI can't determine that when a user says "my computer isn't working" that they mean their monitor isn't plugged in.
cultvignette@reddit
I've started to see these things in the field. So far all they seem to be good at is either passing along my information with a touch of glazing and acknowledgement (while I'm right back where I was waiting for an agent), or password reset requests.
So far it just feels like all the training has been good for is what seems like 'an annoying user speed bump'. In practice, I feel like I'm in My First Helpdesk dealing with toddlers.
It's not ready lol.
ledow@reddit
1) Voice your dissent
2) Predict what's going to happen and let alone know.
3) Watch the shitshow
4) Try, in vain, to get anyone to acknowledge that you actually predicted this.
Plays out about once or twice a year, throughout my career, for me. Just part of employment, as far as I'm concerned.
But I do love an "I told you so" moment.
WaveHack@reddit
ledow@reddit
Didn't add it because I live in a country with basic employment law, and so that's never happened.
NickBurnsCompanyGuy@reddit (OP)
Trying in vain to get people to acknowledge that I was right is my specialty. And it's always in vain. These 20k bespoke suits never admit fault, or when I was right.Ā
Odd-Good-6514@reddit
Wow I hate how everyone looks down on servicedesk...Ā
DomainFurry@reddit
Imagine when you have a major outage that includes the helpdesk agents.
jdiscount@reddit
Honestly it depends what your help desk is doing.
I'm at a significantly larger big tech company, and on the consulting side we have clients with various levels of expectations from help desk.
But a lot of our help desk is basically just taking a call / email and making a ticket for another team.
And those have been successfully replaced with AI.
Has it been perfect? No there are still things assigned to incorrect queues etc, but it's been a lot better than a lot of people here would like to admit, and it's saved a lot of money, and honestly as someone who deals with some of these problems that get assigned, I don't notice a difference at all, if anything the AI transcription summary is much better at giving details than some Indian who put 1 line of broken English.
The big difference is that we actually built and manage the LLM internally, we aren't relying on Anthropic, Google, or OpenAI at all.
I'm not sure that amount of token usage would make financial sense instead of low paid help desk humans, especially if they're doing anything more complicated than logging tickets.
danekan@reddit
Level1 only? All levels? Do the even know there are multiple levels?
dawg4prez@reddit
AI could replace 100 percent of executives.
Sea_Willingness_1536@reddit
Tell them that humans are masters of context in a way AI isn't.
_-pablo-_@reddit
Jesus, even MSFT - who is cutting support to the bone - isnāt killing all jobs for CoPilot agents. Everyone I know who is doing this in that space is leveraging agents as an augment to tier 1 folks to spare the tier 2 people from dumbass tickets
fresh-dork@reddit
I'm thinking i can lie to a LLM and get an account takeover for someone with a modicum of effort.
Cormacolinde@reddit
How long until a user manipulates the AI agent into giving them Domain Admin credentials? What you say the Agent wonāt have such credentials? Thatās not going to stop it.
chiperino1@reddit
oooooh new avenue for pentesters/social engineering
neoh4x0r@reddit
Well....the resistance against skynet had to start somewhere.
magicninja31@reddit
AI fixing loose cables users can't find on their own would be fun to watch.
Routine-Jam-48@reddit
It will work perfectly- as long as they direct all complaints to an AI agent before they start directing support tickets to an AI agent. LEROY JENKINS!!!!
The_Wkwied@reddit
Good luck, brother.
Substantial-Comb-148@reddit
Maybe just Tier 1 stuff, repetitive stuff can be replaced with AI Helpdesk agents, but you still need humans in the loop, and it all depends what Industry, complexity, how big the company is, whats at risk. Xfinity, AT&T, all the big companies are doing it now to a certain point. Full help desk replacement, probably not. But the train has already left the station on this, its coming.
Bedroom_Bellamy@reddit
Start looking for another job now. Retain friendships with people that stay behind so they can relay the shit show to you in real time.
LesbianDykeEtc@reddit
Lol, lmao even.
bjc1960@reddit
I wonder if a threat actor can hack an AI agent.
NickBurnsCompanyGuy@reddit (OP)
Or poison it with misinformation so it makes bad decisions. If it finds enough fake posts about washing the laptop with dish soap, will it eventually recommend it?
alter3d@reddit
You can do the funniest thing.
ltobo123@reddit
Lmfao no.
I help IT teams with implementing Agents. You cannot replace help desk teams with agents in a year. Hell, even successful deployments still have help desk teams. They work differently, but they're still absolutely essential to have humans.
megabiteg@reddit
He can, no doubt about it. But just because he can doesn't mean it will work, those are 2 different things.
sys_admin321@reddit
I would ask them āmaybe we can use AI to replace 100% of executives this yearā
Nonaveragemonkey@reddit
I'd remind them their jobs are q00 times easier, and more cost effective, to replace with AI
Maelkothian@reddit
If this is the level of delusion you're executives are displaying, you probably have a 'skilled' helpdesk without actual experience working for half minimum wage already... So they might actually be right
JerryRiceOfOhio2@reddit
palo Alto replaced their l1 help desk with AI. maybe check with them how it's going
CAPICINC@reddit
Excercise as many stock options as you can...so you can loan the stock out to short sellers.
Rhythm_Killer@reddit
But if they or their assistant phone up, they will believe they can skip the AI and talk to someone
tallchunkychick@reddit
As both a customer and a professional nerd, I think they've lost their minds. Greed is a helluva drug.
beagle_2498571@reddit
Bwhahhahahahhaahhaha if they ask you to come back..charge them a contractor rate. Bunch of clowns jumping in the dumpster fire band wagon
geeke@reddit
lmao good luck with that
spin81@reddit
Your company executives is an idiot.
blade740@reddit
So, wait, are you going to give this AI access to Grant admin rights, create accounts, and reset passwords? Like, if they think all the helpdesk does is give troubleshooting instructions, then yeah, maybe AI can help with that. But you're still going to need a human being to deal with any problems that are on the server side rather than user error.
kigam_reddit@reddit
Collect a paycheck for 11.5 months then make a cname from chat.$companydomain.com to chatgpt.com. if you need a consultant I'm willing to do the dns work for you for a hefty sum.
Citycen01@reddit
Help them achieve their vision, and then help the next guy fix it, all I heard was you have a job -ād itās secure for the future lol.
touchytypist@reddit
This is outsourcing Service Desk to a foreign country x 1000. And we all know how that goes over with the customers/users.
Pyrostasis@reddit
They CAN do it... but holy shit are they going to have pushback on it once it goes live.
Id love to watch.
stromm@reddit
It all depends on what they think HelpDesk is.
If itās just people who answer calls, create incident tickets and maybe answer basic questions, AI absolutely can replace people.
If the helpdesk also does installations, configurations, remote support or even hands-on support, heck no.
N7Valor@reddit
Okay, but is it REALLY 100%? Or is it just 99.99%, with the 0.01% of Helpdesk being "White Glove" service exclusively for C-Level execs because they know it's bullshit?
If they're fully committed to the bit, I'd want to be a fly on the wall when they have to interact with Skynet.
Fistofpaper@reddit
Please let them know that it won't work. You'll also need to rehire them back with a pay bump after customers complain. or....
you could just point them to any insider publication that illustrates that scenario with multiple examples.
_Ooglie_@reddit
I would test it on the c-suite first, they always demand quick responses anyways.
Expensive_Plant_9530@reddit
And this is why people are afraid AI will take their jobs, but also how customer service *will get worse* due to AI.
Another_Random_Chap@reddit
Does he not realise that 100,000 people will ask the same question in 100,000 different ways? Does he really think an AI agent can handle that? Some people are just delusional.
Sharp-Philosophy-555@reddit
They can do it.Ā They just may come to hate the blowback from your now irate customers that are unable to talk to someone.Ā
brokenmcnugget@reddit
let em try. take some time off and leave your contact number so they can call you in 6 months and offer 2x the salary.
Express_Marsupial_95@reddit
My company is looking to at least introduce AI auto responders for T1/ service requests and I think even that is going to be a shit show. Mark wants a new user setting up on their specific software, he doesn't have permissions to do it himself and doesn't know who does, so what use is a "how to set up a new user" guide going to do š
TournamentCarrot0@reddit
You should let it happen lmao
Shanga_Ubone@reddit
I'm gonna give you a serious answer. I know this is a terrible idea and seems absolutely insane but I think there is a way to thread this where you can at least walk out of it with some positive experience.
If you look at it from the executive's perspective, the idea is to reduce cost. If you look at it from the IT staff perspective, the idea is for the agents to do real useful work. If I were in this situation, the way I would approach it would be to try to define the scope of what the AI agents can do and can't do in as realistic terms as possible. Obviously the executives are going to want that scope to be bigger. The IT staff are going to want that scope to be smaller. In theory there is a scope that the AI agents can fill where they perform some degree of useful work, whether it's ticket categorization, gathering basic information, and so on and so forth. The executives are happy that they have AI working "successfully" and hopefully the AI agents are performing some degree of useful work even if it's not really saving a lot of effort from the IT staff perspective.
I'm not trying to say this is easy or ideal but you're in the situation you're in and all you can do is try to make the best of it. I think there may be an opportunity here to learn what AI agents can and can't do if you go into it with a positive and realistic approach.
Start the down votes everybody.
badjeeper@reddit
Has anyone ever actually gotten good help or a problem solved from one of these AI agents? Every time I have ever used one it just ends in frustration, how do these decision makers get in these positions⦠sigh.
su_A_ve@reddit
Do a PoC and put all those executives in it. Run a pool on how long theyāll last..
BisonThunderclap@reddit
Lol. Absolutely going to be a nightmare.
We're about to test out an AI agent to supplement our Helpdesk team, but I have the lowest of expectations as it sounds like recurring issues are it's bread and butter.
Flabbergasted98@reddit
hey, if broadcom can do it, you can too!
fearless-fossa@reddit
We don't have that many users, but we did something similarish where basically first level was replaced by AI but the service desk people became effectively level 1.5. AI does the little bullshit and the service desk people are less under time constraints, allowing them to spend more on individual customers, which drove up customer satisfaction. Win-Win-Win situation all around.
Bubbagump210@reddit
Swap my monitor, AI.
missed_sla@reddit
I would pay money to see the first day after they replace people with autonomous bullshit generators
octahexxer@reddit
Bwahahahaha... Please keep us updated on how it goes.Ā
Chunky-Crayon-Master@reddit
I lost my job last year. I was told by the CEO, who volunteered to handle my exit interview, that I would be āso genuinely impressed by the hard work [the lead dev] has done to replace my tasks with AIā.
13 months on, absolutely none of them have been implemented, and development has ceased.
Sucks to be them. Idiots. XD
My advice to you, bail now. Bail hard. Fuck them. Leave them to struggle early.
90Carat@reddit
I have a feeling how it will turn out. I want to hear those details in a few months.
VirtualArmsDealer@reddit
On paper it looks like the boss is saving money and the execs give him a bonus. He leaves quickly and before shit hits the fan. Cycle and repeat.
margaritapracatan@reddit
This gif came immediately to mind.
vikinick@reddit
This will lead to a large cut in your sales team starting in about 3 months when all their retention metrics tank.
FastFredNL@reddit
I mean using a AI agent or multiple and load it with all your documentation, how-to's, tutorials intended for users, all common issue's etc. and have those agents handle frontline support.
seamonkey420@reddit
š
snookajab@reddit
Tell them how is AI going to deploy new equipment or fix a disconnected cable.
Ikarus3426@reddit
Are they actually going to do it? Or does something who spoke up in a meeting with a great idea need to be told outside of the meeting that his idea is terrible and he won't speak up for a while anymore?
sqnch@reddit
Our leadership are trying the same. We have a joint helpdesk along with other non IT departments but at least have junior IT people behind that to filter some stuff out. Management are now replacing those juniors with a chatbot. How the chatbot is going to attend desks, fix monitors, handle laptops etc. is yet to be explained lol.
xtc46@reddit
I mean, they CAN.
Will it go well? Def not. But they CAN do it.
reegz@reddit
They can, it probably wonāt be successful though and depending on the size of the company and industry, can drive people to leave after a loss of productivity.
Avro_Wilde@reddit
My initial though is that you should sell you stock and any options you might have.
gotmynamefromcaptcha@reddit
I would send refer them to go get psychiatric help, they appear to be so disconnected from reality that it is concerning. Or...just let them do it and watch it fail, keep a paper trail to point at the team that thought they were playing 4D chess trying to suggest this as a viable solution.
Realistically though...I would argue back that you could possibly implement a "Level 0" self-service AI bot or something which can assist users with piddly self-help issues, this also has its own complications, but eliminating the entire help-desk team is pure insanity. Word that in corporate speak though.
No-Touch8598@reddit
The Nable Empower conference this year was all about AI. Guest speakers were proud about letting go their helpdesk. It was wild. It was cringe for sure. One speaker said after the purge they gave merit increases. Wild times.
nappycappy@reddit
you should let them and then sit back and watch. if they let you go, wait for the inevitable call 'hey uh can you come back and help us fix this', then tell them what 3x your standard rate is and win.
I dunno. . these execs are clueless and I will gladly milk them for all the money they have left.
Orangesteel@reddit
Iāve seen this and jumped before the idiot pulled the trigger. Huge job losses, awful outcomes.
KetoCatsKarma@reddit
I can't even get an AI agent to give me a correct phone number or information on how to contact a telecom provider, there is no way this is going to work. Customers are about to be big mad soon
OkBaconBurger@reddit
Reminds me of a VP who boasted they could fire half the helpdesk if they could only teach more people to just reboot their computers.
Total douchebag dumbass. Godspeed OP.
DaGoodBoy@reddit
You can. Will it work? No, but you can still do it.
nefarious_bumpps@reddit
Just Google it.
False-Pilot-7233@reddit
Charge them x2 when they call you to come back š¤£š¤£
UserProv_Minotaur@reddit
If they're dead set on it, they're dead set on it, and things will be dead from them setting it up.
SuccessfulRoyal@reddit
Let me guess, executives are leaning heavily on AI to do their jobs and it was AI that actually made this decision.Ā
PSPs0@reddit
See Klarna and how they had to reverse course when they āfigured outā that humans prefer to talk to humans. Good luck!
RegularMixture@reddit
The token spend is going to cost them more than the salaries of each tech combined. Whomever is doing the math is not getting all the variables in.
bananajr6000@reddit
Can you tell me what company this is so I can short it?
cjcox4@reddit
IMHO, you could just use the Fortune 500, short them all (?)
MrPipboy3000@reddit
Build an agent just for him. Any time he calls, right to the AI ... let him use that for a while and change his tune.
groundhogcow@reddit
My rehire rate is double plus lost work time.
ArcaneGlyph@reddit
Dude I almost blew peanut butter out of my nose. I wish I knew the corp name so I can watch the news for the breach report.
HoustonBOFH@reddit
Somehow let this be found on a few printers... https://ceo-bench.dave.engineer/CEO%20Bench%20-%20Can%20AI%20Replace%20the%20C-Suite%20-%20Dave%20Hulbert.pdf
hitman133295@reddit
My company laid off most of helpdesk and ppl were pissed because the AI is stupid af and most ppl has lots of edge cases. Funny thing is they still hiring executive supports lol
HerfDog58@reddit
Have them go to any of your vendor support sites, and interact ONLY with the AI chatbot on the site. Then tell them to multiply that feeling by 100,000 and that all the complaints will be directed to them.
NoSellDataPlz@reddit
Prep your resume. You just went from being sysadmin to helpdesk, too. That is, unless you want more work for no more pay.
Lost-Droids@reddit
I almost feel sorry for AI having to deal with end users..
Users lying when you aks si.ple questions (are you sure you rebooted your machine)..
Problem is AI will belive them and next thing it will be getting them to download something dodgy or edit registry.. when just needed turning off then on again again
silkee5521@reddit
Tell them you would like to start with C -Suite first along with their admins and you will stay away for the next 3 months. Let's see how that goes. Idiots!
MrOliber@reddit
Pilot the AI agents with the executives for 6 months as proof of stu..concept.
nico851@reddit
I would love to have a first row seat for the shit show incoming.
WantToVent@reddit
Can be done? Yes.
Should be done? Absolutely f-ing not.
100% replacement rate is not even what the actual responsible AI vendors call for. The phrase is "augmented work", in which a person or a team can do more, or the AI agents are a complement, not a full substitute for humans.
And from the help desk side, you always, always want to have a human to escalate if the agent can't find the answer.
agarr1@reddit
Let the idiot carry on, while updating your cv and getting the hell out of there.
eyedrops_364@reddit
Ask them to call Liberty Mutual Insurance. Thatāll change theyāre mind.
mockingtruth@reddit
When it doesnt work āMoRE AI!!!!ā
draggar@reddit
One of my employees was doing research (work related). Copilot pointed them to a site that hosts malware.
It wasn't fun but I documented EVERYTHING since we could easily duplicate the issue.
Rex_Bossman@reddit
Just the fact that would even be suggested tells me the executives are the ones that should be replaced if those are the kind of business decisions they are making.
OutsideTech@reddit
Why would a consultant or vendor promise 100%? If it can handle 60-70% that would be a big win, and also easier to implement in stages and much lower risk. It could still be increased incrementally over time.
What am I missing?
Suspicious_Blood_472@reddit
šššš then they will blame whoever the unlucky sap is that gets tagged for building this super AI agent.
Canāt wait for all these AI projects to fail miserably so people can begin to understand AI is just a very good tool and will never fully replace staff, just reduce them through efficiencies (maybe)
yawnnx@reddit
I'm ready to watch this unfold.
d00ber@reddit
I just was doing contract work (network) for a company who just got rid of their entire helpdesk for AI agents as well. It's not going well. So many people were trying to pull me to their desk for help with random things cause they thought I was their IT guy. Most of the employees seemed completely unaware that they had fired their helpdesk and desktop support team.
eaglebtc@reddit
Do you work for the entertainment company that just laid me off and said they want to invest in AI? Because that sounds on-brand for them.
deefunkt01@reddit
LOL, they are going to lose so much business.
No_Yesterday_3260@reddit
Change your contract to limit the amount of workload/overtime you can be presented, for when helpdesk blows up and all the work helpdesk does is unloaded like a dump truck on everyone else.
What a bunch of idiots, jeez.
Acheronian_Rose@reddit
Ai cant physically unpack, hook up, and deploy machines to their final places for end users.It can't run cable, or set up all of thr equipment for MDF's, IDF's etc.
Sadly those who know the least about how are field works are the ones in the position to make these changes.
Only-An-Egg@reddit
Sure. Just replace the help desk team with an even more expensive AI/data team. Unless they jsut don't care if it actually works. Then go ahead, fail, and rehire help desk in another year.
ITNoob121@reddit
What company is this? I need to find a way to bet against them asap because you guys are going bankrupt
dab70@reddit
LOL, good, let them executives be the first pilot users. They'll change their minds quick after that.
estcst@reddit
It depends on the help desk. In my environment you could replace our help desk with Eliza running on a TRS-80 and get better results.
Nathanielsan@reddit
They're right, you can completely replace help desk teams with AI agents. You can replace any team with AI agents.
The actual question is whether they'll generate proper solutions, which is a resounding no. But that's a problem for the execs and end users.
Ok_Enthusiasm_758@reddit
HAHAHAHAHAHAHAHA HAHAHAHAHAHAHAHA HAHAHAHAHAHAHA HAHAHAHAHAHAHAHA HAHAHAHAHAHAHAHA
God speed soldier
LibtardsAreFunny@reddit
ugh what a horrible idea.... i'd like to watch it happen though... lol
autogyrophilia@reddit
Well you may finally get users to get good at explaining an issue, or solving it themselves.
Or more likely, everyone is getting their job title to something like AI assistance technician
evolutionxtinct@reddit
Oh this sounds like a hackers dreamā¦
Proper-Cause-4153@reddit
Hahaha!
Suddenly7@reddit
100k users and be supported by AI Agents. That's interesting. Interesting in how bad it will backfire.
tristand666@reddit
I suggest them being the proof of concept for it.
prodders152@reddit
how quick to reverse that course.... 4 months i reckon!