线上AI与线下温度：2026开年，最适合成长型企业的IT外包新范式。

Core Insights - The article discusses the emergence of a hybrid IT support model for growing enterprises, combining AI-driven remote assistance with on-site engineering support to enhance efficiency and responsiveness [1][4][10] Group 1: Hybrid Support Model - The hybrid support model addresses the challenges faced by growing enterprises, which often struggle with high costs and limited responsiveness of dedicated IT teams, as well as the inadequacies of pure remote or on-site support [1][4] - This model leverages AI to redefine the division of labor between online and offline support, achieving a seamless service integration that exceeds traditional methods [1][4] Group 2: IT Needs of Growing Enterprises - Growing enterprises exhibit a unique IT demand characterized by a disparity between complex, infrequent issues and high-frequency, routine tasks, which cannot be effectively managed by a single full-time engineer [3][6] - The traditional all-inclusive or fully remote support models fail to meet the diverse needs of these enterprises, necessitating the development of the hybrid model [4] Group 3: AI-Enabled Features - The first layer of the hybrid model is the AI-powered "super remote front desk," which serves as the nerve center for service requests, utilizing natural language processing and historical data for automatic classification and prioritization of issues [5][6] - The second layer involves the transformation of on-site engineers into "complex scenario handling experts," enhancing their role in addressing intricate problems that require physical presence [8] Group 4: Benefits of the Hybrid Model - The hybrid model provides growing enterprises with the certainty they need during rapid development, allowing them to focus on innovation and growth while alleviating technical concerns [9][11] - It offers a subscription-based service structure that converts unpredictable IT expenses into clear, manageable monthly operational costs, ensuring both cost control and response capability [10][11] Group 5: Proactive and Flexible Solutions - The service providers can proactively monitor IT environments, offering reports and risk alerts based on continuous data analysis, thus shifting from reactive to preventive support [10] - As enterprises scale, the subscription service can seamlessly adapt to increased demands, ensuring that IT support capabilities grow in line with business expansion [10]