A SYSTEMATIC REVIEW OF HUMAN-AI COLLABORATION IN IT SUPPORT SERVICES: ENHANCING USER EXPERIENCE AND WORKFLOW AUTOMATION

Abstract

The rapid evolution of Artificial Intelligence (AI) has profoundly impacted IT support services, leading to a paradigm shift from traditional, hierarchical support structures to integrated, human-AI collaborative ecosystems. In these emerging models, AI systems complement human expertise by automating routine tasks, enabling predictive service responses, and enhancing decision accuracy, while human agents contribute contextual judgment, ethical oversight, and emotional intelligence. This systematic review investigates how such collaboration is transforming IT support operations, focusing specifically on its influence on user experience (UX), workflow automation, human cognitive adaptation, and institutional readiness. Adhering to the PRISMA 2020 guidelines, a total of 98 peer-reviewed articles published between 2013 and 2024 were rigorously identified, screened, and synthesized from leading academic databases including Scopus, Web of Science, IEEE Xplore, and ACM Digital Library. The reviewed literature reveals that AI technologies—such as chatbots, machine learning-driven ticketing systems, robotic process automation (RPA), and natural language processing (NLP)—have become central to the modern support landscape, improving first-contact resolution rates, reducing operational costs, and enabling 24/7 support scalability. The review further maps adoption patterns using established theoretical frameworks such as the Technology Acceptance Model (TAM), Unified Theory of Acceptance and Use of Technology (UTAUT), and various digital transformation models, all of which highlight key enablers like performance expectancy, ease of use, social influence, and strategic alignment. Despite promising outcomes, persistent challenges remain—including data fragmentation, algorithmic bias, interface limitations, and workforce resistance to automation—which must be addressed through thoughtful design and ethical governance. By synthesizing insights across technical, human, and organizational dimensions, this review contributes a comprehensive and interdisciplinary understanding of how human-AI collaboration is redefining IT support services, offering practical implications for researchers, system designers, and IT leaders seeking to deploy intelligent, sustainable, and user-centric support systems.