AI Transforming IT Support: Insights from GoTo

In a world increasingly reliant on remote work and digital technologies, IT support has become a critical function for businesses of all sizes.

In an exclusive interview, Madhusudan Krishnapuram, VP & Country Manager, GoTo India, sheds light on the evolving landscape of IT support, particularly in the age of remote work and AI. He delves into the challenges faced by businesses, the transformative role of AI in streamlining IT operations, and the future of IT support in India.

Excerpts:

With the growing adoption of digital tools across industries, what are some of the key challenges businesses face in managing IT support for a distributed workforce? 

The shift to hybrid and remote work has significantly reshaped the demands on IT support teams. They now face the challenge of doing more with limited resources and tighter budgets. Meeting user expectations has become increasingly demanding, as employees expect fast, seamless solutions regardless of location. Security concerns have also intensified with the growing use of personal devices for work, necessitating strong measures to protect data and systems.

Moreover, IT teams must handle varying levels of tech proficiency among users, requiring a careful balance between technical expertise and accessible communication. Overcoming these challenges calls for innovative tools and a strategic emphasis on fostering trust and efficiency in remote IT support.

How has this shift impacted the demand for IT support, and what are the key obstacles that Indian businesses need to overcome to ensure continuous, seamless operations? 

Managing a distributed workforce has greatly amplified the demand for IT support. For Indian businesses, this shift introduces unique challenges alongside global concerns like optimizing limited resources and meeting high user expectations. Regional factors, such as varying levels of digital literacy, infrastructure gaps in remote areas, and increased cybersecurity risks from diverse devices, add further complexity.

To maintain seamless operations in a distributed and often mobile workforce, IT support must evolve to adopt a more predictive and proactive approach, emphasizing preventive maintenance to address issues before they arise.

How do increasing cyberattacks affect IT support operations, especially in SMEs and large enterprises? What are some of the critical security measures that IT support teams must prioritize?

Cyberattacks significantly complicate IT support operations for organizations of all sizes, whether SMEs or large enterprises. IT teams must juggle routine support tasks while actively combating increasingly advanced threats. SMEs often face greater vulnerability due to limited resources and expertise, while large enterprises grapple with managing sprawling networks and diverse user endpoints.

To stay ahead of cyberthreats, organizations need a proactive, multi-layered defense strategy that includes mobile remote support, endpoint protection, advanced patch management, and a zero-trust approach. Balancing robust security with operational agility is essential to maintaining uninterrupted business continuity.

How does this talent gap impact the quality of tech support and operational efficiency? Can AI play a role in bridging this gap?

A shortage of skilled professionals makes it harder to resolve complex issues promptly, exacerbates the workload on existing teams, and slows onboarding for new hires. This pressure often leads to higher turnover and reduced IT agent engagement, as repetitive tasks and demanding workloads take their toll. AI can play a pivotal role in addressing these challenges by acting as a productivity-boosting assistant rather than replacing human agents.

For experienced staff, AI enhances performance by automating routine tasks and providing advanced analytics and insights. For newer agents, AI shortens the learning curve by offering real-time decision support and troubleshooting assistance, enabling them to contribute effectively faster.

What specific tasks in tech support can AI effectively automate, and how can it help reduce the workload of IT teams, especially in a country like India, where cost efficiency is a major concern?

AI has become an essential tool in automating repetitive, resource-heavy tasks in tech support, significantly reducing the workload on IT teams, especially in cost-sensitive markets. One key application is automating ticket categorization and prioritization, allowing AI systems to quickly assess and sort incoming requests by urgency and complexity, ensuring critical issues are addressed first while routine tasks are properly queued.

AI also handles routine tasks like password resets, system reboots, and troubleshooting through chatbots and RPA tools. It aids in SLA monitoring by detecting potential breaches, sending alerts, and helping teams meet performance targets. By automating these processes, IT teams can better meet customer demands while maintaining high service standards. In hybrid work environments, AI plays a crucial role in security management and offers IT leaders valuable performance analytics and insights.

Can you provide examples of how GoTo is using AI to enhance IT support in India? How does GoTo’s AI-driven approach specifically address the challenges faced by Indian businesses and workers?

GoTo leverages practical AI to help Indian customers tackle key challenges like cost optimization, productivity, and workplace efficiency. For SMBs, where cost efficiency is crucial, our AI-driven solutions like GoTo Resolve provide features such as AI-assisted scripting, AI-assisted ticketing, and end-user troubleshooting to optimize IT operations and reduce the strain on support teams.

This approach helps small businesses do more with less while maintaining high service standards. For larger enterprises, LogMeIn Rescue platform offers advanced capabilities like AI Screen Translation, which addresses unique challenges such as supporting users whose devices are set in different languages. We design AI with the human user in mind, prioritizing the privacy, security, and responsible handling of customer data used in AI. 

Can you elaborate on some of the innovations GoTo has introduced to make IT management more efficient, especially for small to medium-sized businesses (SMBs) in India?

We continue to introduce several innovations to enhance IT management for small to medium-sized businesses (SMBs). One of the key solutions is GoTo Resolve, which integrates AI-driven features to streamline IT operations. As mentioned previously, in addition to integrated AI features, we have developed the GoPilot AI assistant, which significantly enhances remote support scenarios. For example, for attended support, GoPilot can translate end-user screens and provide AI-powered notetaking to simplify documentation.

In unattended support, it runs diagnostic scans and suggests resolutions instantly, saving valuable time for IT teams. Additionally, GoPilot accelerates device maintenance by detecting missing updates and guiding patch management, ensuring systems stay secure without manual intervention.

What does the future hold for AI in the IT support industry, especially in India? Do you foresee any emerging trends or technologies that will significantly shape the IT support landscape in the coming years?

The AI market in India is predicted for exponential growth of USD 5.9 billion by 2027 as per IDC. Looking ahead, the role of AI particularly in IT support operations will undergo significant changes. Traditional IT support models, especially Level 1 helpdesk operations, will see automation through AI agents, which will take over routine troubleshooting tasks. IT support will also shift from a reactive break-fix model to proactive solutions, driven by predictive analytics, monitoring, and telemetry. These innovations will enable businesses to anticipate issues before they occur, reducing downtime and improving overall operational efficiency.

With a rapidly growing tech ecosystem, India is well-positioned to harness AI to drive efficiencies and cost-effective solutions for businesses of all sizes. IT will also increasingly be pulled into ensuring privacy, compliance and security. So, we see their remit broadening - especially for SMBs.