The world of IT support is evolving, and the role of artificial intelligence (AI) in this transformation cannot be overstated. Recently, LogMeIn Resolve hosted an insightful webinar, The Future of IT Support: Leveraging AI for Success, featuring Chris Savio, Senior Director of Product Marketing, and Kim Zupancic, Senior Product Marketing Manager. Together, they explored the practical applications, benefits, and challenges of integrating AI into IT operations and how AI-assisted features, like those within LogMeIn Resolve, are helping agents simplify their to-do lists and get more done.

If you couldn't attend, here's a recap of the topics explored during the session.

Key Insights

Using data from a LogMeIn-commissioned survey of IT professionals and managed service providers (MSPs), this webinar explored the current landscape of AI adoption. With organizations overwhelmingly reporting high satisfaction with current IT services but continue to struggle with efficiencies and staffing.

AI adoption is still in its early stages, with only a quarter of organizations having implemented AI solutions. Still, there is strong optimism about its impact, as two-thirds of organizations believe AI will positively transform IT management.

• 50% of IT professionals are familiar with AI: While AI awareness is widespread, understanding its practical applications remains a challenge.
• 26% use AI today: Many IT teams are cautiously exploring AI, with expectations to scale up in the near future.
• Cautious optimism is common: While AI’s potential is clear, concerns about integration complexity and data security still linger.

Despite these challenges, the session highlighted the following four areas where AI is already making a significant impact:

1. Security Threat Detection

With cyberattacks becoming more common, AI's ability to "always be on" is a game-changer for IT security. AI-driven tools can monitor systems continuously, identify vulnerabilities, and suggest solutions faster than humanly possible. By leveraging AI for threat detection, IT teams can mitigate risks proactively, ensuring a more robust defense.

2. Knowledge Management

IT professionals often struggle with maintaining and managing knowledge bases. AI simplifies this process by auto-generating summaries and tags for articles, scanning ticket histories and suggesting related solutions, and creating a dynamic, centralized knowledge hub that always ensures up-to-date and relevant information. This alone saves hours of manual effort, allowing teams to focus on solving critical issues.

3. Self-Service Support

AI-driven self-service portals are transforming how employees and customers troubleshoot issues. These tools provide instant, context-aware resolutions while reducing an agent’s workload. Features like automated ticket submission and customized knowledge base suggestions give end users more power at their fingertips.

4. Predictive Maintenance

AI allows IT teams to shift from reactive to proactive support. Predictive insights identify issues before they escalate, making it easier to manage devices, schedule updates, and optimize system performance.

Barriers to AI Adoption

Despite the recognized potential of AI, various challenges hinder its widespread adoption in IT management and support. Both internal IT teams and MSPs grapple with similar obstacles and concerns, chief among them being questions about cost and return on investment, data privacy, and control over AI decision-making.

Findings indicate that while there is significant interest in AI, the path to widespread IT management and support adoption will require educating IT professionals and addressing these key challenges head-on.

Key Challenges in Implementing AI:

• Cost and return on investment: (54% of respondents agree)
• Integration complexity: (49% of respondents agree)
• Transparency and explainability: (47% of respondents agree)
• Lack of skilled personnel: (42% of respondents agree)
• Data quality and bias: (40% of respondents agree)

LogMeIn Resolve in Action

The webinar showcased specific LogMeIn Resolve features that harness the power of AI to enhance efficiency and simplify workflows. One standout feature discussed during the webinar was Virtual Technician, a tool designed to simplify troubleshooting and reduce operational strain. Its capabilities include:

• Automating task execution during remote sessions, with agent approval for maximum control.
• Turning repetitive tasks into reusable workflows for consistent outcomes.
• Using natural language instructions to generate action plans—no technical expertise required.

The Virtual Technician allows even less experienced IT agents to perform advanced troubleshooting like seasoned professionals. Watch the demo now to see the benefits firsthand!

Additionally, the Command Center was highlighted as a centralized hub for IT teams—helping prioritize critical tasks, cut through notification noise, and identify actionable paths to resolution faster than ever.

Why LogMeIn Resolve?

The webinar speakers emphasized that the benefits of AI aren’t limited to efficiency gains. By integrating tools like LogMeIn Resolve, businesses stand to benefit from:

• Fewer interruptions: Employees experience less downtime thanks to proactive IT solutions.
• Cost savings: Automation eliminates repetitive tasks, allowing teams to focus on bigger priorities.
• Better decisions: AI-powered insights deliver actionable information, helping IT professionals prioritize effectively.
• Stronger security: From zero-trust protocols to endpoint protection, peace of mind is built into every feature.

AI adoption in IT is about enhancing—not replacing—human expertise. Tools like LogMeIn Resolve are designed to complement the capabilities of IT teams, enabling them to focus on what matters most.

Take Control of Your IT Support Today

Now that you’ve seen what LogMeIn Resolve can do, it’s time to take the next step. Whether you're looking to improve productivity, strengthen security, or streamline operations, Resolve offers the features you need to achieve your goals.

Watch our webinar on-demand to see how practical AI tools like Virtual Technician and Command Center can transform your IT operations.