The 80/20 Rule Of AI in IT Service Delivery

Why the Future Belongs to Elite Engineers.

Artificial intelligence is rapidly transforming IT service delivery. Tasks that once took hours are now resolved in seconds through automation and self-service tools. We're entering an era where the routine is handled by machines, and only the most complex, high-stakes problems reach a human.

The New 80/20 Rule

This is the new 80/20 rule: 80% of IT issues will soon be resolved by AI, while the remaining 20% will demand the attention of a human engineer.

AI in IT Support: What’s Changing:

• 80% of common IT issues are becoming automated
• AI handles routine tasks like resets, access, and installs
• Self-service and chatbots reduce ticket volume
• Speed and efficiency are improving dramatically
• Human engineers are being reserved for the most complex issues

But this shift isn’t just about quantity—it’s about urgency and complexity. The issues AI can’t solve don’t follow a script. They involve nuance, emotion, or unique technical challenges that require judgment and adaptability. It might be a critical system failure with no clear cause, a user locked out due to layered permission issues, or a security event that demands immediate human response.

AI is fast and efficient, but it can’t reassure a panicked user or navigate ambiguity in real time. That’s why the final 20% of problems won’t just need human input—they’ll require top-tier support.

Why Top-Tier Humans Still Matter

• The remaining 20% of issues are urgent and nuanced
• AI can’t handle ambiguity, emotion, or unique scenarios
• Users facing critical problems won’t wait for slow or poor support
• Frontline engineers must be highly skilled and communicative

And when a user reaches a human, it’s not for something minor. They’ve already tried AI. They’ve already hit a wall. Now they need real help—fast. They won’t wait in a queue, tolerate a script, or settle for someone who's “still learning.” They expect someone who listens, understands, and fixes the issue with confidence and speed.

In this AI-driven world, there is no room for average support. The humans who remain on the front lines must be elite—technically sharp, emotionally intelligent, and calm under pressure. AI will handle the routine. What’s left are the problems that matter most—and they demand the best.

AI is changing the game by eliminating the routine. What’s left are the issues that matter most—and the people handling them must be ready.

What This Means for You
If you’re responsible for IT decisions in your organization, now is the time to evaluate your support model. Is your provider keeping up with automation and AI? Are they evolving their workflows and improving efficiency where it makes sense? Most importantly, are they investing in people—high-performing, highly capable engineers—who can step in when AI can’t?

The future of IT support is hybrid: automated where possible, human where necessary. The winners will be the providers who can deliver both—with excellence.

Make sure yours is one of them.