The help desk is one area that was declared long dead as internet gurus spelled doom for industries that would get wiped out as artificial intelligence (AI) replaces the tasks they once handled.
And why not? After all, automation can make support either a text or voice note away. But how far and wide adoption has reached over the years remains the million-dollar question.
Our investigation suggests that, despite all the hullabaloo, adoption is far more uneven than companies claim. There are still industries that remain "human-led" due to factors beyond AI’s domain.
Which industries are seeing automation play a major role in eroding help desk jobs while bringing efficiency gains, and why will some industries are resistant to AI and leans heavily on human judgment? Nearshore Americas explores.