Smarter Solutions Through AI-Human Collaboration

The article explores how AI-driven tools are reshaping technical support work, drawing from Joyce Ejezie’s Master’s thesis on Xend Finance. It shows that AI enhances efficiency by automating routine tasks—such as ticket routing, diagnostics, and handling simple customer queries—allowing engineers to focus on complex, high value problems. However, the study emphasises that successful AI adoption depends not only on technology but also on leadership, communication, training, and a culture that supports learning and change.
The article applies Digital Transformation Theory, Dynamic Capabilities Theory, and the Technology Acceptance Model to explain why organisations must strengthen both digital tools and human readiness. Employees reported increased productivity and empowerment through AI, but also challenges, mistrust, fear of redundancy, inconsistent training, and data quality issues. Ultimately, the research shows that AI works best as an augmentation tool—supporting, not replacing, human expertise.

This is self-learning material by TAMK, Tampere University of Applied Sciences