AI Agents Replace Repetitive Jobs, CEO Says: "Soul-Crushing Work"

ServiceNow CEO Bill McDermott says AI agents are taking over repetitive, soul-crushing jobs, such as IT support, without lunch breaks or healthcare benefits. AI now handles 97% of standard software and 80% of customer inquiries, and McDermott predicts other well-run companies will follow the same path, reorganizing around AI and moving away from traditional corporate structures.

ServiceNow CEO Bill McDermott has revealed that AI agents are increasingly taking over repetitive, soul-crushing jobs, such as IT support, without the need for lunch breaks or healthcare benefits. According to McDermott, AI now handles 97% of standard software tasks and 80% of customer inquiries, indicating a significant shift in the job market. This trend is not isolated to ServiceNow; McDermott predicts that other well-run companies will follow a similar path, reorganizing their structures around AI and moving away from traditional corporate models [1].

The integration of AI in IT support is not a new phenomenon. A recent report suggests that 69% of businesses have already integrated AI into their operations, emphasizing its rising importance [1]. AI is reshaping the IT Support landscape by automating routine tasks, enhancing decision-making processes, and enabling personalized customer support experiences. Automation tools powered by AI can streamline ticket resolution, reducing response times and freeing up specialists to focus on more complex issues. Furthermore, AI-driven analytics provide insights that inform strategic decision-making, improving service efficiency and effectiveness [1].

For IT Support Specialists, understanding AI concepts and applications is no longer optional but a necessity. Upskilling in AI can enhance professional capabilities and secure one's role in an evolving job landscape where AI expertise is increasingly valued. The benefits of becoming an AI expert in IT Support Specialists include enhanced problem-solving skills, increased efficiency in managing tasks, and career advancement opportunities. Organizations are increasingly seeking individuals who can leverage AI to drive innovation and improve service delivery [1].

As AI continues to evolve, its applications in workflow optimization and customer interaction will only expand, making AI knowledge essential for IT Support Specialists looking to advance their careers. AI proficiency can lead to a competitive edge in a tech-driven job market, enabling specialists to better predict and respond to technological changes [1].

In response to the growing demand for AI expertise, several courses have emerged, targeting IT Support Specialists. CompleteAI Training, for instance, offers a comprehensive suite of over 100 video courses and certifications specifically designed for IT Support Specialists. The platform provides daily updates on the latest AI tools and industry news, making it a popular choice for continuous learning [1]. Other notable courses include IBM Applied AI Professional Certificate, LinkedIn Learning's Master the Fundamentals of AI and Machine Learning, and Udemy's Artificial Intelligence A-Z 2024: Build 7 AI + LLM & ChatGPT [1].

The shift towards AI in IT support is a significant development that has the potential to reshape corporate structures. As AI agents take over repetitive tasks, companies can focus on more strategic and innovative endeavors. This transformation is not without its challenges, including the need for continuous learning and adaptation by IT Support Specialists. However, with the right skills and knowledge, IT Support Specialists can thrive in this evolving landscape and contribute to the success of their organizations.

References:
[1] https://completeaitraining.com/blog/19-ai-courses-for-it-support-specialists-that-you-should-know-about-in-2025/