How are Support Agents Using AI Today

Who's Asking Them

CIOs and IT Executives, IT and Customer Support Leaders, Service Desk Managers, AI and Innovation Leaders, and Human Support Agents.

Short Answer

The hype around AI agents replacing human support and service agents is not yet materializing. Instead, AI is being used as a critical tool in the human agent’s arsenal. Agents are primarily using AI during initial troubleshooting and to document support interactions.

When an agent encounters an unfamiliar issue, AI can give them access to an enormous amount of information available out in the wild or help them search their organization's own knowledge base for relevant information. In addition, AI Summary Tools (like the one offered by ScreenMeet) are employed to streamline administrative activities.

Most of what we see still requires the human agent to take the information AI provides and determine what to do with it. As AI continues to evolve though, the bigger opportunity will be connecting AI more closely to the support process itself, allowing it to help investigate and diagnose issues while the human agent applies their experience and judgment.

Long Answer

When I first started asking customers and colleagues how AI is helping Human Help Desk and Customer Support Agents today, I expected to hear a long list of use cases. I was wrong. What I heard was much simpler. Human agents are primarily using AI to find troubleshooting information and to summarize and document support interactions.

For troubleshooting, that might mean using AI to find information about an unfamiliar issue or searching their organization's own knowledge base for relevant information. Of course, using AI to successfully search through an organization's knowledge base assumes the knowledge base is accurate and up to date, but that's an entirely different Insight topic!

How human agents are accessing AI varies. Some have been provided with specific AI tool licenses by their organization, while others use a variety of publicly available AI tools based on their preferences. In many cases, it is still up to the individual human agent to decide when and how they use AI.

Summarizing and documenting support interactions is a much more straightforward use of AI, but that doesn't mean it isn't incredibly valuable. AI can help human agents quickly wrap up the ticket after an interaction, provide accurate resolution steps and information that can be used for Knowledge Base Articles, and ensure there is clear documentation if the ticket is reopened or escalated to another human agent.

So where is AI for support organizations heading? In conversations with customers, there is strong interest in AI becoming more involved in the diagnosis and resolution process rather than just being another place an agent goes for information. Customers are intrigued by the possibilities of AI working alongside the human agent to help investigate and resolve issues. In fact, ScreenMeet is currently previewing our AI Agent for Remote Support with our existing customers. Our demo schedule is packed, and customers see this as a key to their future adoption of AI.

The next step will be AI gathering information from the device, running diagnostics, analyzing what it finds, and recommending next steps. From there, AI could potentially take approved actions to help resolve the issue, while the human agent remains in control and applies their own expertise and judgment.

The biggest thing I took away from these conversations is that there is still a big gap between how human agents are using AI today and where support organizations see it going. What is clear is that AI is moving closer to the actual diagnosis and resolution process, with the human agent remaining an important part of how that work gets done.

Customer Examples

Large Financial Services Provider

Their human agents are currently using AI to find troubleshooting recommendations, while ScreenMeet AI Summary documents the work performed during their Remote Support sessions. This provides an accurate record of the steps the human agent took while troubleshooting and resolving the issue. Looking ahead, they see value in AI quickly analyzing lengthy logs and helping move the troubleshooting process along faster. At the same time, they want the human agent to remain in control of the actions being taken rather than AI independently making changes to an endpoint.

One of the World's Largest Enterprise Technology Companies

Human agents at this company are already using a variety of AI tools to find troubleshooting steps and tend to use whichever tool works best for them. These tools are not currently integrated into their ServiceNow workflow or utilized as part of a formal process. The company also uses AI to generate Knowledge Base Articles from successfully resolved tickets, assuming they are documented properly after the remote support session.

Large U.S. Health Insurer

This organization sees AI as particularly valuable for less experienced service desk agents, giving them a path to follow when they encounter an unfamiliar issue. They also see potential for AI to help close knowledge gaps across teams where experience levels vary. They see value in AI assessing an issue and recommending next steps, even when the human agent is ultimately responsible for carrying out the troubleshooting.

About ScreenMeet

ScreenMeet is redefining remote support with AI-powered technology that helps IT help desk and customer service teams resolve issues faster and more efficiently. Combining secure, cloud-based remote support with agentic AI, ScreenMeet helps support professionals understand problems, diagnose issues, take action, and document outcomes—all within the platforms they already use.

ScreenMeet enables organizations to reduce resolution time, increase technician productivity, automate repetitive support work, and deliver better experiences for employees and customers.

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About The Author

Michelle Tomlinson is a Principal Customer Success Manager at ScreenMeet, where she partners with enterprise customers across a wide range of industries. Her role gives her a firsthand view into how IT Help Desk and Customer Support organizations are using remote support technology and how they are evaluating and adopting new technology to support their human agents.

LinkedIn: Michelle Tomlinson on LinkedIn
Email: mtomlinson@screenmeet.com