The human-AI agent partnership in IT
Freshworks CIO Ashwin Ballal on how AI agents can uncomplicate IT processes
Editor’s note: The following column from Freshworks Chief Information Officer Ashwin Ballal originally appeared on Forbes Technology Council and is republished with permission.
The goal of "doing more with less" is a familiar challenge for most businesses, especially within IT departments.
With constant change, scarce talent, and increasing tech complexity, IT teams are under immense pressure. Empathetic leadership is key here, and CIOs and IT leaders who understand these struggles will explore technology solutions that simplify processes and ease the burden on their teams.
One of the tools that can help is AI agents. Unlike chatbots of the past, AI agents are autonomous tools that automate and optimize IT operations. They process large volumes of data, learn from it, and make decisions based on that information. When integrated with IT systems, they can handle tasks like resource allocation, issue detection, and automation, such as resetting passwords, prioritizing alerts, and proactively resolving system failures.
By streamlining these tasks, AI agents help IT teams manage workloads more efficiently.
With over 30 years in tech and business strategy and a solid background in IT infrastructure, I've seen firsthand how the right technology can streamline operations and boost productivity. Most importantly, I've found that what's important to understand is that AI agents don’t replace humans—they empower them to focus on higher-value tasks like strategic decision-making and innovation.
Read also: Why empathy, not just AI, is driving the future of business
However, while AI agents can alleviate pressure on IT teams and improve operational efficiency, challenges such as system integration, human oversight, and team training need to be addressed to unlock their full potential.
A rising role in IT operations
The market for AI agents is expanding quickly, with a projected 45% compound annual growth rate (CAGR) over the next five years, fueling the global transformation of work environments. In turn, AI is poised to automate up to 70% of office tasks in the next decade, freeing employees to focus on creativity, critical thinking, and human skills like emotional intelligence and relationship-building.
In IT operations, AI agents provide real-time insights and respond to emerging issues. They handle tasks like applying security patches, managing user accounts, and resetting passwords, allowing IT staff to focus on strategic, high-value work.
Research from my company, Freshworks, highlights the rapid growth of AI in IT, with 30% of IT professionals reporting increased trust in AI due to its positive impact on their teams.
As IT infrastructures become more complex, especially with hybrid and cloud environments, AI agents streamline these challenges by processing vast data flows and adjusting resources in real-time to optimize performance.
AI doesn't just detect problems; it solves them proactively. For example, by predicting and preventing system failures—redistributing workloads or rebooting components before issues arise—AI helps maintain system stability with minimal human intervention.
Similarly, with support ticket overload and alert fatigue, AI agents triage tickets, prioritize requests, and resolve routine issues like password resets. By intelligently filtering and grouping alerts, AI ensures IT professionals are only notified of the most urgent threats, reducing noise and enhancing focus.
Adapting to changing IT workflows
While AI agents are becoming essential for managing the evolving IT environment, IT professionals must adapt to new workflows and develop skills to collaborate effectively with AI. This shift isn’t just an evolution—it’s a revolution, requiring CIOs to act quickly to remain competitive.
To adapt, IT teams must develop several key skills:
Data literacy: Understanding how to interpret and use data generated by AI agents will be crucial. Teams can develop this by participating in data analysis workshops or using AI tools that incorporate data-driven decision-making.
AI oversight: While AI agents automate many tasks, humans must still oversee their work. IT staff must learn to ensure AI decisions align with business needs and intervene when necessary. Training on AI ethics and governance is essential here.
Collaboration with AI: IT teams will need to see AI as a coworker and work alongside these agents to achieve strategic objectives. Developing collaboration skills through both formal training and hands-on experience is essential for this.
In addition to these skills, IT teams will need to adapt by revising workflows, integrating AI tools into daily operations, and ensuring proper human oversight to maintain efficiency and accountability.
A prime example of AI agents in action can be seen in a robotics manufacturing company. AI proactively identifies issues like recurring circuit breaker failures, potentially pointing to underlying problems like wiring shorts. By addressing these issues early, AI reduces downtime and minimizes reactive maintenance. This allows the IT team to focus on strategic tasks, ensuring the infrastructure runs smoothly.
This proactive collaboration with AI streamlines IT operations and reduces the stress of last-minute troubleshooting, fostering an environment where teams can thrive.
A longer-term IT advantage
AI integration in IT operations isn’t just about staying competitive—it’s about redefining operational excellence. A solid foundational strategy helps ensure AI’s impact is sustainable; without it, AI risks amplifying existing inefficiencies.
Adopting a solid foundational strategy for AI adoption involves several key components:
Clear governance: Define who will oversee AI decisions, ensuring alignment with company objectives and minimizing risks.
Continuous training: Providing ongoing education and development for your IT teams to stay updated on evolving AI capabilities and best practices.
Scalable integration: Implementing AI tools that can easily scale across departments and adapt to changing business needs.
By adopting these aspects, businesses can leverage AI effectively and sustainably, supporting long-term success.
As AI becomes a core player in the workforce, the role of the CIO grows significantly. IT professionals should see AI agents as valued co-workers—skilled team members who contribute to business success. As AI adoption increases, IT’s role will evolve into a strategic partnership in a high-performing, AI-driven workforce.
While the path to AI adoption may present challenges, the potential rewards are undeniable. AI is a powerful tool, but its success depends on thoughtful planning, continuous oversight, and adaptability—principles that can be driven through empathetic leadership and a commitment to uncomplicated solutions, ensuring exceptional employee experiences.
Read the original on Forbes Technology Council.
