White Paper Vol. 2, Issue 1, Jan-Feb 2026

Where AI Helps and Where Humans Still Lead in L2 and L3 IT Support

Raghunath Reddy Koilakonda (Independent Researcher)
First published online 28 October 2026

Cite as: Raghunath Reddy Koilakonda. “Where AI Helps and Where Humans Still Lead in L2 and L3 IT Support.” Digital Evolution Journal, Volume 2, Issue 1, Jan-Feb 2026, pp. 1-4.

Abstract

AI tools are starting to move from help-desk chat into the harder work of Level 2 (L2) and Level 3 (L3) IT support. This paper describes where AI can save time in these tiers, such as routing cases, summarizing history and suggesting fixes, and where human judgment is still needed. It proposes a simple human-in-the-loop workflow, outlines the main risks, and suggests starting with a small, controlled pilot.

Keywords

Software Engineering

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