Have you ever wondered whether automation and AI are making work easier – or simply replacing people? While these technologies are transforming business operations and improving efficiency and response times, there’s a growing concern that human expertise is being replaced.
At Techital, we believe that automation is about empowering both the internal IT team and clients to work smarter. Let’s explore how we integrate automation into IT support workflows, why humans remain central to every decision, and how businesses can find the right balance between technology and people.
Dispelling Common Myths About AI and Automation
The rapid expansion of AI and automation has led to several misconceptions. Some people fear that AI will eventually replace human jobs entirely. In reality, recent research reveals that by 2030, 30% of current US jobs could be automated, with 60% significantly altered by AI tools.
Despite a heavy reliance on AI and automation to enhance workflows and productivity, it’s not here to replace humans but to free staff to focus on higher-value, strategic tasks.
At Techital, we take this philosophy to heart. Automation helps us provide IT support faster, but it never eliminates the need for human judgment, expertise, and creativity. It’s all about using technology to enhance human capabilities.
Where Rewst Fits in Techital’s Automation Stack
One of the key tools in Techital’s automation toolkit is Rewst – a powerful platform that helps standardize responses and triage support tickets more quickly.
As part of Techital’s broader automation strategy, Rewst integrates with their existing stack, which includes tools like Jinja (used for templating) and their ticket triage and alert systems. With Rewst, businesses can benefit from:
- Automated routine tasks, enabling faster triage and categorization of tickets with greater accuracy.
- Issues are prioritized based on severity, ensuring all critical problems receive immediate attention.
- Repetitive processes are handled by Rewst, freeing up IT experts to focus on more complex issues.
However, Rewst is not a replacement for skilled technicians. Instead, it is designed to support the humans behind the scenes by speeding up workflows without compromising the quality or accuracy of service.
Human Checkpoints That Protect Relationships and Accuracy
While automation plays a vital role in enhancing efficiency, IT checkpoints by a human are always in place to protect relationships and ensure accuracy. For instance:
- When a ticket is escalated, a technician always reviews it personally – regardless of whether it’s a complex issue or a potential critical failure.
- Automation helps your IT provider to respond quickly, but humans ensure that no details are overlooked and no nuance is missed.
Moreover, human oversight makes sure automation doesn’t become a bottleneck or cause frustration. IT experts understand the carefully designed workflows where technology acts as a guide, but human expertise is always the final arbiter of decisions.
This combination enables fast, accurate, and personalized IT support that ensures clients’ needs are met promptly and with the care they deserve.
An Automation Example and the Human Role Behind It
Let’s take a closer look at how automation and human collaboration actually work. Imagine a situation where a client’s server goes down. Without the right tools, it’s chaos.
But with Techital’s automation tools, the system automatically detects the issue and generates a ticket. Rewst then categorizes and prioritizes the problem based on severity, ensuring that it’s flagged for immediate attention.
However, that’s where the automation stops – a human technician takes over to then:
- Review the ticket.
- Assess the root cause of the problem.
- Determine the best solution.
In this case, automation helped detect the issue and respond faster, but the technician’s expertise ensured the issue was addressed effectively and personally.
This example highlights the balance between automation and human intervention. While automation helps streamline processes, it’s the human role that ensures the right decisions are made and that the client receives the support they need.
Techital’s Automation Philosophy
At Techital, our automation philosophy is clear: we believe that automation should serve humans, not replace them – and we achieve this by leveraging tools like Rewst and integrating them into our broader IT support stack to create a seamless workflow.
But automation is just a tool – we always ensure that the human element is at the core of every interaction and decision. Our clients benefit from both the speed and efficiency of automation and the reliability and expertise of our skilled team.
Why Clients Should Ask About Automation During Onboarding
As part of our commitment to providing exceptional IT support, we encourage our clients to ask about our automation strategies during onboarding or Quarterly Business Reviews (QBRs).
Automation is integrated into everything we do, but it’s not here to replace relationships – it’s here to enhance and make them more efficient.
- Automation is designed to improve workflows and encourage fast response times, not replace personal service.
- Ask us how we use automation to improve your IT support experience.
- It’s part of how Techital serves you better, not replaces your relationships.
Book a Consultation with Us Today
Automation continues to prevail – but it’s important to remember that technology is most powerful when it enhances human capabilities. By combining the best of technology with human expertise, Techital delivers IT support that is efficient, reliable, and always focused on your needs.
Get in touch with us today to find out how our automation-driven solutions can help your business thrive.
