Human Tech Support Still Includes a Future

Tech will empower, not replace, humans.

The brisk pace of which the digital era has redefined contemporary life has many people asking whether their jobs are secure later on. A rapidly forthcoming tide of robots and automating software, we’re often told, is merely nearby from stealing our livelihoods and rendering most human employees obsolete. Will there be any truth to these predictions of doom and gloom, particularly when it involves the IT sector?

Regardless of the hubbub being raised over automation and the ongoing IT boom at this time, it’s a straightforward matter of fact that humans will be involved with tech support. Here are several of the techniques tech support is changing, but why it’ll always need human technicians no real matter what the near future holds.

Related: AI Won’t Replace Us Until It Becomes A LOT MORE Like Us

People don’t trust robots.

The main fact that should be established upfront is a comparatively simple one — people don’t trust robots and would much prefer that another flesh-and-blood-being handle their problems when compared to a little bit of cold, calculating hardware powered by a computer-brain. Even though many proponents of automation and the ongoing digital revolution declare that software can offer an improved experience than human technicians, many people will feel uncomfortable counting on a machine for everything in terms of their tech support.

Recent surveys have driven this aspect home again and again; the rise of AI-powered chatbots has been discussed endlessly, for example, but surveys routinely find that lots of customers rate their chatbot experiences poorly and would like a human face when getting together with a company. This trend isn’t going away any time in the future, especially as today’s scary media images of robots as calculating killers arriving at take our jobs expands in the future.

In terms of tech support specifically, many customers only will demand a human presence. While a lot of today’s tech support is now more digitized and remote, many customers — particularly older ones — want technicians to come quickly to their homes and help them with their problems in a hands-on fashion, that everyday human workers are crucial. Making ethical decisions in the tech support industry, too, is a thing that simply can’t be outsourced to emotionless machines that lack the moral compass of astute human employees.

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Customers may also want a human nearby so they have a genuine person to take their anger from. As pessimistic a prediction as it might be, it’s unlikely that the existing trend of customers who are angry at robots taking their fury from true to life people will end any time in the future. When machines and software inevitably fail, as everything do, a person should be nearby, not merely to fix the problem, but to take the brunt of the blame from a furious customer who must express their frustration.

Tech will empower, not replace, humans .

As holds true in just about any economic sector, the tech support industry will dsicover rapid digital innovations largely empower its workforce instead of replace it. Exciting technologies like artificial intelligence and virtual reality, already found in automated backlinks, are filled with potential, but are also confusing and generate chaos of challenging questions. The role of humans in solving these questions can’t be understated. When things fail, human creativity will be had a need to make sure they are right again.

It really is easy to give into the paranoia and insist that the robots could have our jobs eventually. The doomsday predictions that are so rife in today’s market are largely overblown, however, frequently produced only to generate clicks. Regardless of the rising digital tide, human workers will always find that companies value their presence and need their expertise if they would like to cater to the biggest audience of consumers as possible. Elsewhere, companies may also soon find that human employees are simply just reliable in the manner that lots of machines aren’t.

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To become a human tech support worker in the digital era is no easy task, but it’s definitely not an impossible role. Human tech support professionals will oftentimes end up asked to be the facial skin of their company when it requires to connect to angry customers. Furthermore, they’ll end up to be the only professionals with the needed-knowhow to repair machines and re-code software packages when they inevitably breakdown or become compromised, because of outside attacks.

You can thus be reasonably assured that while AI-powered, automated customer support is likely to upsurge in the next couple of years, humans will be around. Software could be compromised, and cold machines simply aren’t friendly enough to fulfill customers who demand a human touch when soliciting IT help. Most of all, however, the creativity of everyday human workers and the resiliency of employees who’ll doubtlessly find new methods to make themselves useful guarantees that human tech support still incl