The AI-Powered Help Desk Has a Bloat Problem

The article argues that relying on historical data for AI-driven IT support leads to "context rot" and fails to account for the rapid, decentralized changes in modern computing environments. To solve this, the author proposes "Endpoint Reliability Engineering," a shift toward using real-time, edge-first telemetry to diagnose the live, observable state of devices rather than searching through outdated knowledge bases.