ARTIFICIAL INTELLIGENCE AND THE DOWNFALL OF ENDPOINT TECHNICAL SUPPORT
Flavius-Viorel Flonta, Gabriela Tonţ, Marius Flore · Review of Management and Economic Engineering · 2025
Artificial Intelligence (AI) is reshaping the Information Technology (IT) service management (ITSM) and endpoint technical support by automating routine and repetitive technical tasks, enhancing overall efficiency, and introducing new ways of delivering support. This paper takes a closer look at AI’s role in endpoint support management in an academic context, based entirely on peer-reviewed research. Our methodology in this article is based on a comparison between traditional and AI-based IT support models. The findings will show that AI tools like smart ticket data classifiers and chatbots can help solve issues faster, cut costs, and ease the workload on support staff in endpoint support, which has a direct impact on service level agreements (SLAs). AI-powered ITSM solution systems can detect and resolve incidents, which means that they enable a proactive incident management approach and 24/7 support availability, rendering the traditional helpdesk model increasingly obsolete. However, the “downfall” or, better said, the “transformation” of current endpoint support is not without challenges. We discuss and describe the challenges of data privacy, bias, transparency, and the risk of workforce displacement, highlighting the need for ethical systems and IT staff and AI synergy. In current times, AI could redefine endpoint technical support management by ensuring responsible implementation and a human-centric approach, which will be vital for a sustainable success for support efficiency. Possible future directions could include hybrid support models that integrate AI automation with human expertise, well-defined ethical principles, and further research into AI’s long-term effects on service quality and digital workforce dynamics.