AI at the Help Desk: Friend or Foe for Small Business

Joe Perez-Ribas | WBN News, WBN Ai, WBN News Nashville | October 6th, 2025

Artificial intelligence is rapidly transforming the way small businesses handle customer and tech support. What used to require a live technician now often starts with a chatbot, a virtual agent, or an automated response system. While this shift promises speed and cost savings, it also raises an important question: can AI replace the human understanding that builds trust?

After more than 25 years in IT, I’ve seen how crucial personal interaction remains when technology fails. Business owners rely on empathy and clear communication during stressful moments—something algorithms still struggle to replicate. A chatbot can identify a common problem, but it rarely understands the frustration of a business owner staring at a frozen screen before an important client call.

That said, AI has its advantages. Modern help desk software can predict recurring issues, organize tickets efficiently, and guide users through basic troubleshooting. For small businesses, this can save time and reduce overhead. The danger lies in letting automation take over entirely without human oversight. When AI misunderstands a question or fails to resolve a unique situation, it can leave customers feeling unseen and unsupported.

The best approach is balance. Small businesses should use AI to handle repetitive tasks—resetting passwords, tracking repairs, or scheduling service calls—while keeping human experts available for the nuanced problems that require judgment and empathy. The combination of human experience and machine efficiency delivers the best results.

AI isn’t a replacement for people—it’s a partner that can make tech support faster, smarter, and more responsive when used wisely.

Joe Perez-Ribas is the founder of Global Computer Services and co-founder of Leo Global Digital Solutions. With more than 25 years in IT, he helps businesses simplify technology, reduce downtime, and gain confidence through digital transformation and practical training. Connect with him on LinkedIn

Sources:

– Forbes: AI in Customer Service Balancing Speed and Empathy
https://www.forbes.com/sites/forbestechcouncil/2024/06/18/ai-in-customer-service-balancing-speed-and-empathy
– Microsoft: AI and the Future of Customer Support
https://blogs.microsoft.com/blog/2024/03/10/ai-and-the-future-of-customer-support

Editor for WBN: Chris Sturges

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AI at the Help Desk: Friend or Foe for Small Business IT

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