Chatbots and virtual assistants vs. human agents in IT customer support

Abstract

While the integration of technology in customer support continues to thrive, its application in IT settings displays exciting advancements but severe limitations. For years, companies have had to balance operational efficiency with quality human interactions in providing customer support services across the globe. In the interconnected world today, end-user transparency and a seamless user experience are more critical than ever. IT customer support resides within a complicated system of technologies and human-set measures that vary across users and technological capabilities.

This master’s thesis goes beyond the dynamics of chatbots and virtual assistants against human agents to research the combined impact of these service providers on customer experiences and operational efficiency. The research focuses on the proportionality of automated and human services in a Ukrainian-Swedish IT outsourcing company to offer an indicator for IT support strategies.

This study explores various phenomena through quantitative surveys and qualitative interviews. It examines user satisfaction, the real success quotient of service technologies, and strategically customized inclusion in serious business arrangements. The focus areas cover enhancing communication efficiencies, making customer interaction deeper, and providing more advanced technology.

Ultimately, this thesis predicts a future where technology and human service agents merge to produce more user-friendly, empathetic, and intuitive IT customer support. AI and machine learning skills, coupled with other managerial policy designs will help stakeholders meet users’ needs comfortably and optimally exceed user expectation levels, developing a responsive engaged customer support system.