Response and resolution times improved, and the job itself evolved, with several team members moving into higher-value roles in other parts of the business.
“Those who remained shifted from transactional support to creating high-leverage assets that make our AI models more accurate and more context-aware,” Daden said. “They moved from answering tickets to improving the intelligence of the system itself, which is a fundamentally more strategic contribution.”
RightClick’s Young pointed to an example of how AI note-taking tools can make the IT team’s work easier and more strategic. These tools free IT pros from the distraction of capturing every detail during meetings. Instead of stopping to write things down, they can stay focused on the conversation and the decisions being made. That means they spend less time on administrative work and more time thinking, problem-solving, and planning next steps, the kind of work that actually moves the business forward.
“There is nothing worse than being in a flow and having to break that to take notes about the things that you are saying,” he said. “These AI note-taking tools enable meetings to flow at a normal pace and can give the team a summary of action items and talking points. They are worth their weight in gold.”
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