Say goodbye to ‘digital friction’: how AI is transforming IT support

IT issues can be costly for businesses and drive employees to tears – or even to quit. Could a new generation of AI-enhanced support software finally change that?

The program that’s always slow to load, the app that always crashes, the ageing laptop that calls it quits at the most inconvenient times – for millions of knowledge workers, digital disruptions are a fact of life. Taken individually, none are vexing enough to ruin anyone’s day. But across a working week, at the scale of an entire organisation, the time and energy lost to “digital friction” starts to look more serious. In fact, recent research by the digital solutions provider TeamViewer shows that 42% of businesses have experienced direct revenue loss because of it.

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