{"id":548482,"date":"2025-11-21T04:01:43","date_gmt":"2025-11-21T04:01:43","guid":{"rendered":"https:\/\/www.capgemini.com\/au-en\/?page_id=548482&#038;preview_id=548482"},"modified":"2025-12-04T04:06:12","modified_gmt":"2025-12-04T04:06:12","slug":"ai-powered-service-desk-by-capgemini","status":"publish","type":"page","link":"https:\/\/www.capgemini.com\/au-en\/solutions\/ai-powered-service-desk-by-capgemini\/","title":{"rendered":"AI-Powered Service Desk by Capgemini"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/11\/AI-Powered-Service-Desk-banner.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/11\/AI-Powered-Service-Desk-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/11\/AI-Powered-Service-Desk-banner.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/11\/AI-Powered-Service-Desk-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/11\/AI-Powered-Service-Desk-banner.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/11\/AI-Powered-Service-Desk-banner.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/11\/AI-Powered-Service-Desk-banner.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/11\/AI-Powered-Service-Desk-banner.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/11\/AI-Powered-Service-Desk-banner.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:54% 69%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Solution<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">AI-Powered Service Desk by Capgemini<\/h1><\/div><div class=\"inner-row-insight download-btn\"><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/?page_id=1175446&amp;preview_id=1175446\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?page_id=1175446&amp;preview_id=1175446\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h2 class=\"wp-block-heading\" id=\"h-ai-led-proactive-and-personalized-support\">AI-led, proactive and personalized support<\/h2>\n\n\n\n<p>The way we work has changed. The rise of distributed teams and evolving workforce expectations demand a smarter support.<\/p>\n\n\n\n<p>It\u2019s no longer just about fixing problems, it\u2019s about enabling people to do their best work<\/p>\n\n\n\n<p>What if your service desk surprised you\u2026.in a good way?<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-wrapper-card-text-pic wrapperCardTextPic hero-bg-shape\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\">\n<div class=\"wp-block-cg-blocks-card-text-pic-right\"><div class=\"row card-text-pic rightCard\"><div class=\"col-md-12\"><div class=\"box--section\"><div class=\"box  row-nobleed\"><div class=\"col-lg-8 col-md-12 box-inner\"><a href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/11\/AI-Powered-Service-Desk-Brochure-18112025.pdf\" aria-label=\"Say hello to our AI-Powered Service Desk\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><h3 class=\"titlewithLink\" data-maxlength=\"144\">Say hello to our AI-Powered Service Desk<\/h3><\/a><p class=\"box-text\" data-maxlength=\"\">A managed, people-first solution, it unites enterprise support in one place, delivering fixes and assistance that anticipate and adapt to employee needs.<\/p><div class=\"box-bottom\"><a aria-label=\"Read more about Say hello to our AI-Powered Service Desk\" class=\"more2\" data-maxlength=\"24\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/11\/AI-Powered-Service-Desk-Brochure-18112025.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\">Read more<\/a><\/div><\/div><div class=\"col-lg-5 col-md-12 box-img-wrapper\"><a href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/11\/AI-Powered-Service-Desk-Brochure-18112025.pdf\" aria-label=\"Read more about Say hello to our AI-Powered Service Desk\" tabindex=\"-1\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/11\/AI-Powered-Service-Desk-banners.jpg?w=1000&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/11\/AI-Powered-Service-Desk-banners.jpg?w=1000&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/11\/AI-Powered-Service-Desk-banners.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/11\/AI-Powered-Service-Desk-banners.jpg?w=1000&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/11\/AI-Powered-Service-Desk-banners.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/11\/AI-Powered-Service-Desk-banners.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/11\/AI-Powered-Service-Desk-banners.jpg?w=556&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/11\/AI-Powered-Service-Desk-banners.jpg?w=556&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/11\/AI-Powered-Service-Desk-banners.jpg\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/picture><\/a><\/div><\/div><\/div><\/div><\/div><\/div>\n<\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p>AI-Powered Service Desk by Capgemini reduces disruption by resolving issues before they impact. With multilingual, contextual support, it delivers fast, personal assistance that improves the employee experience.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-key-features-of-the-solution\">Key features of the solution<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Proactive and contextual: <\/strong>AI-first, intuitive support that resolves issues before they impact.<\/li>\n\n\n\n<li><strong>Knowledge-driven: <\/strong>Built on Knowledge Management Center (KMC) framework ensuring reliability and precision.<\/li>\n\n\n\n<li><strong>Unified experience architecture:<\/strong> Seamless, people-centric support that is built around support journeys and not tickets.<\/li>\n\n\n\n<li><strong>Responsible and safe AI:<\/strong> Our \u201cservice desk as code\u201d approach embeds compliance and governance into every process ensuring reliability and safety.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-why-choose-capgemini\">Why choose Capgemini?<\/h4>\n\n\n\n<p>Working with Capgemini gives you access to world-leading expertise, best of best-of-breed technologies from our ecosystem of partners, and deep industry experience.<\/p>\n\n\n\n<p>We harness Experience Metrics (XLAs), embedded analytics, and experience management tools to continuously elevate employee experience and deliver measurable business outcomes.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-global-scale-at-a-glance\">Global scale at a glance:<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Over <strong>4,000 service desk specialists<\/strong> in\u200b <strong>15 countries<\/strong>, and delivery to over <strong>100 countries\u200b<\/strong>.<\/li>\n\n\n\n<li><strong>37 human<\/strong> and <strong>60+ AI supported languages<\/strong><\/li>\n\n\n\n<li>Over <strong>4.5 million users<\/strong> and&nbsp; <strong>3.4million end user devices<\/strong> managed globally<\/li>\n\n\n\n<li>Over <strong>30 million contacts<\/strong> per year<\/li>\n<\/ul>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-see-it-in-action\">See it in action<\/h4>\n\n\n\n<p>The best way to understand the power of our AI-Powered Service Desk solution is to try it at our global network of Living Labs<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"mailto:infra.global@capgemini.com\">Book your tour today<\/a><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"section section--expert-perspectives\"><div class=\"container\"><div class=\"row\"><div class=\"content-title col-12 col-md-8\"><h2 class=\"expert-heading\">Expert perspective<\/h2><\/div><\/div><div class=\"expert-prospective-container\"><div class=\"row\"><div class=\"col-12 col-md-4 row-space\"><div class=\"box\"><div class=\"box-img-wrapper\"><a href=\"https:\/\/www.capgemini.com\/au-en\/insights\/expert-perspectives\/from-reactive-to-proactive-how-ai-is-transforming-service-desk-support\/\" aria-label=\"From reactive to proactive: How AI is transforming service desk support\" tabindex=\"-1\"><img decoding=\"async\" class=\"box-img\" alt=\"\" src=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2025\/12\/AI-Powered-Service-Desk-banners.jpg?w=600&#038;quality=70\" style=\"object-position: 50% 50%; object-fit: cover;\" loading=\"lazy\" \/><\/a><\/div><div class=\"box-inner\"><div class=\"box-tag\">Cloud<\/div><a class=\"content-box-title\" href=\"https:\/\/www.capgemini.com\/au-en\/insights\/expert-perspectives\/from-reactive-to-proactive-how-ai-is-transforming-service-desk-support\/\" aria-label=\"From reactive to proactive: How AI is transforming service desk support\"><h3 class=\"expert-subtitle\">From reactive to proactive: How AI is transforming service desk support<\/h3><\/a><div class=\"box-bottom\">\n\t\t   <div class=\"box-logo\"><img decoding=\"async\" class=\"\" loading=\"lazy\" alt=\"\" src=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2024\/05\/james.jpeg?w=400\" \/><\/div><div class=\"date-name-info\"><div class=\"author-text\">James McMahon<\/div><div class=\"date-text\">Nov 22, 2025<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"section section--expert-slider wrapper-people-slider wp-block-cg-blocks-wrapper-people-slider\"><div class=\"container\"><div class=\"content-title\"><h2 data-maxlength=\"34\" class=\"people-heading-title\">Meet our experts<\/h2><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2024\/05\/james.jpeg\" alt=\"James McMahon\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/jamesmcmahon2\/?originalSubdomain=uk\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">James McMahon<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Global Head of Employee Experience \u2013 Cloud Infrastructure Services<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/jamesmcmahon2\/?originalSubdomain=uk\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">Global Head of Employee Experience at Capgemini, James has over 20 years\u2019 experience in the field of employee experience and digital workplace services.<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider-next\"><\/button><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":33,"featured_media":548483,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":true,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"","footnotes":"","featured_focal_points":"","partner_card_description":"","gsap_animation":0},"brand":[],"partner_type":[],"service":[172],"industry":[],"partners":[],"page-type":[140],"content-group":[],"class_list":["post-548482","page","type-page","status-publish","has-post-thumbnail","hentry","service-data-ai","page-type-solutions"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - 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