Webinar | The AI-Enabled Service Desk: Can AI Replace First-Line Support?
AI can undoubtedly speed up and improve many service desk tasks. But can it really replace traditional first-line support teams? While AI can automate routine requests, answer common questions, and provide around-the-clock support, many users still value the reassurance of speaking with a real person for complex issues, urgent problems, or situations that require empathy and understanding. The challenge isn’t simply whether AI can replace human support, but finding the right balance between automation and human expertise.
Join Liam Goddard, Solutions Engineer at 101 Data Solutions, as he explores how organisations can use AI to enhance service desk operations, improve triage and response times, and increase efficiency without losing the human expertise users rely on. Discover where AI delivers the greatest value, where people remain essential, and how to strike the right balance between automation and personalised support.
AI vs Human: The Service Desk Showdown
Key Discussion Points
- AI chatbots vs AI agents: What’s the difference?
- Using AI to triage, categorise, and prioritise support requests
- Improving ITSM efficiency with Microsoft Copilot and AI
- Risks, governance considerations and lessons learned
- Finding the right balance between AI automation and human support
