Where AI gets IT support wrong

Módulo 1: What AI already does in your job

Temario del curso

Esta lección aún no está en tu idioma, así que aquí la tienes en inglés.

Prueba rápida

Guess first, no penalty. The AI's steps say "Open Settings, then Accounts, then Sync." The user's screen has no Sync option. What do you do?

AI learned from years of forum posts and old docs, so its steps can be:

  • for the wrong version: a menu that moved two updates ago;
  • made up: a setting, or a command flag (an option you add to a command), that never existed;
  • unsafe: a step that weakens security or asks for a password.

The first two waste time. The third can hurt people.

Worked example

Antes y después

An AI step for a Windows 11 laptop, before and after your check.

AI step

Open Control Panel and find the VPN settings.

Now find the two unsafe steps in this draft.

Encuentra los errores

Tap the two steps you would never send. Tap one that's fine and you get a hint.

AI reply to "The VPN won't connect from home"

0 de 2 encontrados

Completa los espacios

Fill the gaps in your check.

Before I send an AI reply

I check the steps against the user's . I check any menu, setting or command against . I delete any step that .

Try it

Tus pasos, unos 2 minutos

0 de 1
  1. 1.Add your three checks to your card: version, source, safety. Then run them on one AI answer to an old ticket (names removed) and mark what you'd cut.2 min

Práctica

Pregunta 1 de 3

An AI answer tells you to run a command with a flag you've never seen. Before you use it, what do you do?

Tutor de IA

Pregunta sobre esta lección y recibe ayuda con la tarea de “Pruébalo”. El tutor es parte de Learn Pro.

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