Hong Kong workers go for AI-human blend in IT support

Image courtesy of Lenovo

Nine in every 10 employees in Hong Kong recognise that AI has a positive role to play in helping them stay productive, while six in every seven (86%) prefer a blend of AI and human interaction, according to Lenovo.

Lenovo commissioned YouGov for a study that surveyed 12,000 employees in Australia, Brazil, China Mainland, Germany, Hong Kong, India, Japan, Singapore, United Kingdom and the United States. It was conducted from February 23 to March 3.

In Hong Kong, respondents see the key benefits of AI-powered IT being able to offer 24/7 support even during weekends and holidays (39%), and automatically resolve IT-related issues (38%) with minimal disruption (34%).

Also, 92% believe they would be more productive if their IT issues at work were resolved quickly and efficiently. Another 84% say poor IT support has decreased their motivation at work. 

Results show an efficient and effective IT support system needs to be in place to power today’s hybrid workforce.

Globally, 87% respondents welcome AI to help resolve IT issues. Among which, an even mix of AI and human interaction is most preferred across markets (36%), while 22% and 23% prefer either more AI support or more human interaction respectively. 

Of the various areas that AI application can help in IT support, resolving IT issues with minimal disruption (37%), offering 24/7 support during weekends and holidays (29%), and analysing past issue and come up with solutions to help improve IT system (27%) were the top three areas chosen by respondents.

John Stamer, VP and general manager of global product services at Lenovo, said that as workplaces have evolved with the rise of hybrid work, IT support for employees clearly hasn’t kept pace. 

“With the growing adoption of cloud services, digital intelligence and the metaverse, organisations’ IT environments are only going to become more complex, so effective IT support will become even more essential to employee experience and morale,” said Stamer.