When Chatbots Become Backseat Tech Support: Tales of AI 'Assistance' Gone Awry
There’s a new trend sweeping the IT helpdesk world, and it’s not one that’s making tech pros jump for joy. If you’ve ever worked in tech support, you’re already used to people “helping” by telling you what their cousin’s boyfriend’s roommate Googled about their problem. But now, there’s a new expert in town: AI chatbots. Yes, ChatGPT, Copilot, and their silicon siblings are now the backseat drivers of tech support calls everywhere.
Picture this: You’re deep into troubleshooting a tricky issue. Maybe you’re two steps from a breakthrough when your user, voice full of hope (or smugness), interrupts to say: “I just asked ChatGPT and it said X.” Cue the internal groan. You’re not alone—this is the new normal for IT pros everywhere, as one tech support worker hilariously vented on Reddit’s r/TalesFromTechSupport.
When AI Advice Isn’t So Intelligent
Let’s be clear: AI chatbots are impressive. Need a recipe for gluten-free tiramisu? Ask ChatGPT. Want a Shakespearean sonnet about your dog? No problem. But when it comes to the nuanced, high-stakes world of office technology, things get… interesting.
Take u/Fine-Key4594’s experience. They’re diligently solving users’ issues when, suddenly, a user chimes in with “I just asked ChatGPT and it said X.” The timing? Always just moments before the real human expert cracks the case. And the “helpful” AI advice? Often wrong, outdated, or just plain irrelevant.
One memorable example involved someone trying to set up an incoming webhook on Microsoft Teams. After ChatGPT’s instructions failed, the user sent the AI’s response to tech support. But, as any seasoned IT pro knows, there could be all sorts of restrictions, permissions, or configurations in play—none of which a generic chatbot can diagnose from afar.
Another classic: a Photoshop power-user wanting a new laptop. They supplied a list of AI-recommended models. Unfortunately, these laptops were relics, discontinued and unavailable. The tech support hero had to do their own research (as always), find a suitable current model, and get it approved.
Why Does This Happen?
Why do users trust AI bots over the humans paid to know their environment? It comes down to a few factors:
- AI Feels Authoritative: Chatbots spit out answers quickly and confidently, even if they’re wrong. There’s no “I’m not sure”—just pure, unblinking certainty.
- Immediacy: It’s fast. Why wait on a ticket when you can get an instant answer, even if it’s nonsense?
- Desire to Help: Most users genuinely think they’re speeding up the process by providing the AI’s suggestion, not realizing they might be adding confusion.
But here’s the rub: Tech support isn’t just about following steps from a manual. It’s about understanding unique environments, knowing historical quirks, and, crucially, having access to systems and policies that chatbots simply can’t see.
The Human Touch Still Matters (A Lot)
As our Reddit storyteller points out, experienced techs don’t blindly trust a chatbot’s advice. They check Google, Reddit, or—gasp!—their own brains, using years of accumulated knowledge. They know that what worked for one company two years ago might be a nonstarter today, thanks to new policies, security settings, or hardware changes.
And when users try to “help” by pasting AI advice into tickets or emails, it often just creates more work: untangling what the user actually did, clarifying misunderstandings, and gently steering the conversation back to reality. It’s like having a backseat driver who read the map upside down.
How Can We Bridge the Gap?
Let’s face it: AI isn’t going anywhere. So how can both users and tech support pros make the most of these tools without making each other’s lives harder?
- Users: Trust your IT folks! If you do send an AI suggestion, add context—what you tried, what happened, and why you think it might help.
- Tech Pros: Use the AI advice as a starting point. It might reveal something about what the user is trying to achieve (or misunderstand). And hey, sometimes AI does get it right… by accident.
- Everyone: Remember that tech support is a partnership. The fastest solution comes from teamwork, not competing “experts.”
The Bottom Line
AI chatbots are cool, but they’re not a replacement for real-world expertise—at least not yet! So the next time you’re tempted to tell your IT hero what ChatGPT said, maybe just let them do their thing. You might just learn something—and you’ll definitely save them an eye roll.
Have you ever gotten “AI advice” from a well-meaning coworker or customer? Share your funniest (or most frustrating) stories in the comments below. Let’s commiserate—human to human!
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Original Reddit Post: People think they are helping by showing me what their AI Chatbot said, but it just doesn't...