7 Ideas to Use AI in The Service Desk

Marina Lammertyn March 19, 2024
- 12 min read

The integration of artificial intelligence in the service desk has become a game-changer, revolutionizing the way organizations handle customer support and IT Service Management (ITSM)

In this sense, AI service desk solutions offer a range of benefits, from improved efficiency and cost savings to enhanced customer satisfaction. 

So, to help you harness the power of AI in your service desk, in this article we'll discuss practical ideas and strategies to implement the technology effectively.  Whether you're looking to streamline your ticketing process or enhance self-service options, you will find actionable tips to optimize your ITSM operations with AI. 

Finally, we'll also highlight some of the top AI help desk solutions in the market, empowering you to make informed decisions when selecting a suitable service desk for your organization.

Ready to transform your service desk with AI? Let’s get started.

Table of contents



What is an AI help desk?

First, let’s refresh what a help desk is. Also known as service desks, they function as a central hub for managing customer inquiries across various communication channels. They streamline the process of addressing and resolving customer issues, ensuring efficient and effective service.

An AI-powered help desk is designed to enhance the capabilities of your IT services by leveraging artificial intelligence. Among other functions, these systems can automate tasks, prioritize and route tickets more effectively, and help agents offer faster and better resolutions. 

Why should you care about AI Help Desk Management?

Undoubtedly, artificial intelligence has transformed the way we work (and will continue to do so!), and customer service is no exception. In this context, organizations are under increasing pressure to continue delivering seamless and efficient support experiences in order to stay competitive.

AI Help Desk Management offers a solution to this challenge, using artificial intelligence to streamline support operations, enhance agent productivity, and improve customer satisfaction. 

By adopting AI Help Desk Management practices, organizations can automate repetitive tasks, such as ticket routing and resolution, allowing agents to focus on more complex and high-value activities. This not only improves efficiency but also reduces response times, leading to higher customer satisfaction levels. 

AI is here to stay, so we better use it in our favor to enhance our productivity!


5 benefits of an AI service desk

Implementing an AI help desk can bring numerous benefits to an organization. Here are five key advantages:

  1. Enhanced customer experience –  By leveraging AI, help desks can provide faster support and improve interactions based on customer history and preferences, leading to a more satisfying experience.

  2. Enhanced operational efficiency – AI-powered chatbots can handle a large volume of customer inquiries simultaneously, leading to faster response times and more effective ticket resolution.

  3. Seamless scalability – AI help desks can quickly scale to handle growing support volumes without the need to hire additional human agents, ensuring high levels of customer service as organizations grow.

  4. Cost-effective operations – By automating routine tasks, AI help desks can reduce the need for human intervention, leading to cost savings.

  5. Data-driven decision making – With artificial intelligence, help desks can analyze data from customer interactions to identify trends and patterns, helping organizations make informed decisions to improve their products, services, and support processes.

7 ideas to use AI in the service desk

Now that we’ve gone through the main benefits, let’s delve into these seven ideas to use AI in the service desk.

1. Accelerate knowledge base article creation

AI can significantly improve the speed and efficiency of creating knowledge base articles by automatically generating drafts based on ticket resolution details. This automation eliminates the need for agents to start from scratch, saving valuable time and effort when writing articles. 

InvGate AI Hub for Service Desk offers a Knowledge Article Generation feature. By automatically generating a draft based on the ticket resolution in under 30 seconds, agents can quickly review the draft, make any necessary edits, and submit it for approval in a few simple steps. 

This ensures that the knowledge base remains up-to-date and comprehensive, providing agents with the tools they need to deliver accurate and efficient support and offering users robust self-service options for faster resolution.

2. Improve knowledge article efficiency

Also to enhance Knowledge Management, AI can analyze what's written in the knowledge base and to generate contextual summaries before sharing them with users. By providing this extra information to the article, you can help enhance the efficiency of the answers offered.

For this, InvGate Service Desk generates article summaries that encompass vital details such as troubleshooting procedures, pertinent policies, or best practices, aiding agents in swiftly accessing the necessary information.

3. Optimize agent responses

The quality and speed of agent responses are critical to efficient customer support, and AI can optimize them! By analyzing the agent's draft response to a ticket, it can provide suggestions to improve the text, streamlining the response process and enabling agents to provide more accurate and efficient replies to tickets.

AI-improved responses, also included in the InvGate AI Hub for Service Desk, enhance ticket responses by analyzing the agent's draft and allowing them to perform actions such as "improve," "shorten," or "expand" their initial response.

Streamlining the response process enables agents to handle their ticket volume more efficiently (for instance, responding to tickets up to 28% faster!), greatly improving overall customer satisfaction.

4. Streamline ticket routing with keyword generation

AI is also leveraged to streamline another central aspect of service desk efficiency: ticket routing. The technology suggests relevant keywords when creating tickets, reducing user errors and ensuring that tickets are routed to the appropriate support teams from the outset.

InvGate Service Desk’s keyword generation feature suggests new and relevant keywords to add to a service category, helping users to find the information they need and improving Ticket Management capabilities.

5. Improve ticket resolution capabilities with summaries

AI can facilitate quick onboarding for agents and collaborators by allowing them to quickly catch up on the case at hand and the steps taken so far. By generating a brief summary of the ticket activities to date, AI ensures that everyone involved in the resolution process has access to relevant information, leading to faster resolution times and improved collaboration.

InvGate Service Desk’s Ticket Summarization feature allows users to generate a brief summary of the resolution  activities to date. This is particularly useful when collaboration or approval is needed, as it provides a quick overview of the ticket's history and current status. 

Also, users can choose to post the summary as an internal comment on the ticket, ensuring that all stakeholders are informed and improving overall collaboration and efficiency.

6. Enhance conversational support capabilities

AI can provide better and more accurate responses to users' inquiries by offering customized assistance within the chat interface. Based on information from knowledge articles, it provides customers solutions to their inquiries directly within the chat.

The seamless integration of support resources helps improve efficiency and response timers when offering customer support, ultimately assuring high levels of user satisfaction.

7. Raise service delivery quality with predictive ticketing

Finally, AI-powered ticketing systems can leverage machine learning algorithms to analyze ticket data and predict potential issues before they occur. By identifying patterns and trends in ticket data, AI can forecast future problems and alert IT teams to take proactive measures before they escalate, minimizing downtime and improving overall service delivery.

5 top AI help desks in the market

It is clear by now that AI can have a big impact on the help desk efficiency, so there are many vendors who are applying this technology to their services. 

Let’s see the top 5 AI service desks in the market.

InvGate AI Hub for Service Desk

InvGate AI Hub for Service Desk offers a range of features that harness artificial intelligence for IT teams. Their goal is to empower agents and enhance their abilities by applying AI technology.

The set of features includes summarizing requests, crafting ticket replies, generating service catalog categories, providing knowledge article summaries, and automatically drafting articles. 

The AI-powered service desk provides users with increased autonomy and automation capabilities, reduces the Ticket Volume, and offers end-users faster responses and more self-service options.


Zendesk offers AI-powered chatbots that provide Knowledge Management capabilities, intelligent routing, reporting and analytics, and sentiment analysis. 

These features enhance customer support by providing accurate information, directing tickets efficiently, providing insights into customer interactions, and responding empathetically to customer messages.


Freshdesk's AI service desk offers intelligent agent assistance through chatbots, which can find relevant resources from the knowledge base and answer basic questions, freeing up support agents for more complex issues. 

The system also suggests relevant articles from the knowledge base when users create support requests, reducing incoming tickets and improving efficiency. 

Zoho Desk

Zoho Desk's Zia chatbot facilitates self-service by allowing customers to chat with Zia and find answers quickly. Zia picks relevant articles from the knowledge base and provides them to customers, enhancing the customer service experience. 

Customers can interact with the chatbot not only through text but also through voice, making it more accessible. 


Kustomer's AI service desk offers AI Responses, allowing for automatic resolution of customer issues using sophisticated AI language models. The platform also features code-free configuration, enabling users to build and deploy chatbot workflows with a visual interface and pre-built templates. 

Additionally, Kustomer ensures a seamless handoff from the chatbot to human support.

To sum up

Leveraging AI-powered capabilities in your service desk allows you to streamline ticketing processes, enhance self-service options, and empower your agents to focus on more complex issues. 

With the practical ideas and strategies provided in this article, you can effectively harness the power of this powerful technology to optimize your service desk operations and improve your overall customer satisfaction.

Here are some key takeaways of the article:

  • Understand the key concepts and benefits of using AI in your service desk to transform your customer support and ITSM.
  • Learn how to implement AI effectively in your service desk, including practical ideas to streamline ticketing processes and enhance self-service options.
  • Discover the top AI help desk solutions in the market to make informed decisions when selecting a suitable service desk for your organization.

If you are ready to enhance your service desk operations with AI, ask for InvGate Service Desk's 30-day trial and check out for yourself what this technology can do for your organization!

Read other articles like this : Service desk, AI, InvGate Service Desk

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