Beyond automation: How IT professionals utilize the invisible AI arm?

Abstract

Artificial intelligence (AI) is transforming task optimization across many occupations, particularly within the IT sector. Understanding how IT professionals use AI is crucial for establishing benchmarks and informing best practices. This mixed‑methods study combined two in‑depth interviews with AI‑using IT professionals and a survey of 50 IT professionals in North Macedonia. The survey examined which AI tools are used, for which tasks, and how often they are used in daily work. The results indicate that AI is integrated into multiple aspects of IT work, with task verification (coding assistance and technical documentation) as a common application. ChatGPT emerged as the preferred AI tool, frequently used for documentation and coding, and many IT managers reported using AI tools on a daily basis. These findings suggest that IT professionals go beyond simple automation by routinely embedding AI tools like ChatGPT into their workflows. The insights provide practical guidance for IT professionals and HR departments on how to plan tasks, design AI training, and support productivity and well‑being at work.

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