{"id":555479,"date":"2025-11-24T04:29:08","date_gmt":"2025-11-24T04:29:08","guid":{"rendered":"https:\/\/www.capgemini.com\/mx-es\/?p=555479&#038;preview=true&#038;preview_id=555479"},"modified":"2025-11-24T04:48:22","modified_gmt":"2025-11-24T04:48:22","slug":"from-reactive-to-proactive-how-ai-is-transforming-service-desk-support","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/mx-es\/insights\/expert-perspectives\/from-reactive-to-proactive-how-ai-is-transforming-service-desk-support\/","title":{"rendered":"From reactive to proactive: How AI is transforming service desk support"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>From reactive to proactive: How AI is transforming service desk support<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2025\/11\/james.jpeg?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">James McMahon<\/h5><h5 class=\"blog-date\">Nov 21, 2025<\/h5><\/div><\/div><div class=\"brand-image\"><\/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\/insights\/expert-perspectives\/from-reactive-to-proactive-how-ai-is-transforming-service-desk-support\/\" 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\/insights\/expert-perspectives\/from-reactive-to-proactive-how-ai-is-transforming-service-desk-support\/\" 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<p>Let\u2019s be honest. Waiting for something to break and then rushing to fix it felt normal for a long time. Not anymore. Today, people expect help that is fast, simple, and available wherever they are. They want the same quality of support across IT, HR, facilities, finance, and more. Yet many service desks are still stuck in a reactive loop with manual steps, scattered knowledge, and systems that do not talk to each other.<\/p>\n\n\n\n<p>The impact is real. Employees feel frustrated. Agents feel overwhelmed. Opportunities to improve productivity get missed. <a href=\"https:\/\/www.forrester.com\/report\/the-state-of-the-service-desk-2024\/RES180570\">Forrester<\/a> reports that only 55 percent of employees feel supported by their service desk. That is a wake-up call.<\/p>\n\n\n\n<p>And here is the big shift. Research shows that in the next 12 months, <a href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/07\/AI-Agents_Final_290725.pdf\">51% of IT functions<\/a> will be supported by AI agents performing at least one process. This is not a small tweak. It is a fundamental change in how service desks operate.<\/p>\n\n\n\n<p>The good news is the model is changing. A new era of proactive, AI-led support is here. It anticipates needs, adapts to context, and lifts both the user and the agent. It also brings stronger security. Traditional service desks can be an attack vector because they rely on manual processes and exposed interfaces. AI-powered desks reduce that risk by enforcing consistent policies, monitoring anomalies, and limiting human error. The result is a support model that is not only smarter but also safer.<\/p>\n\n\n\n<p>This shift is bigger than tools. It is a new way of thinking about the service desk as a driver of productivity and security across the enterprise.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-five-ways-ai-is-redefining-service-desk-support\">Five ways AI is redefining service desk support<\/h3>\n\n\n\n<p><strong>1. Turning fragmented knowledge into unified intelligence<\/strong><\/p>\n\n\n\n<p>Traditional knowledge bases are static and often out of date. AI learns from real conversations, resolutions, and expert input. It builds living knowledge that stays relevant and easy to find. Large language models help everyone use the same accurate information, whether they are an agent, a user, or an AI agent. The result is faster answers, fewer escalations, and consistent experience in every channel.<\/p>\n\n\n\n<p><strong>2. Moving from static support to dynamic conversations<\/strong><\/p>\n\n\n\n<p>Scripts and rigid flows cannot handle the variety of real-world needs. AI reads intent, remembers history, and understands context in the moment. It provides tailored help and triggers actions in real time. From password resets to access requests to complex escalations, support begins to feel like a natural conversation rather than a ticket transaction.<\/p>\n\n\n\n<p><strong>3. Reducing manual tasks with agentic automation<\/strong><\/p>\n\n\n\n<p>Routine work such as diagnostics, ticket creation, and routing slows everyone down. Agentic AI can reason, plan, and act across systems. It links actions together on its own and collaborates with human experts when needed. This frees specialists to focus on high-value work that truly needs human judgment. It also reduces risk by automating sensitive steps with strict controls, making the process less vulnerable to human mistakes or malicious access.<\/p>\n\n\n\n<p><strong>4. Empowering solo agents to become superpowered experts<\/strong><\/p>\n\n\n\n<p>Even great agents can struggle with information overload. AI assist tools act like a copilot. They summarize context, suggest next best steps, fetch the right knowledge, and automate the repetitive parts. Agents resolve issues faster and with more confidence. Teams feel lighter and more effective. Security improves too because AI ensures compliance and flags anomalies before they become threats.<\/p>\n\n\n\n<p><strong>5. Breaking support silos for enterprise-wide enablement<\/strong><\/p>\n\n\n\n<p>Work does not happen in silos. Support should not be either. AI turns the service desk into a cross-functional experience layer. It helps with onboarding, facilities requests, payroll questions, and more. It meets people where they work, across channels, devices, and contexts. Instead of being only a problem solver, the service desk becomes a strategic enabler of productivity and a guardian of enterprise security.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-the-bottom-line-support-that-puts-people-first\">The bottom line: Support that puts people first<\/h3>\n\n\n\n<p>The service desk is moving from reactive firefighting to proactive, intelligent support. With AI, organizations can deliver help that is seamless, adaptive, secure, and human. This is not only about closing tickets faster. It is about creating an experience that feels effortless and safe in the flow of everyday work.<\/p>\n\n\n\n<p>In the end, support should adapt to people, not the other way around. With AI as the catalyst, the service desk becomes smarter, faster, safer, and more human-centric than ever.<\/p>\n\n\n\n<p>Ready to elevate your service desk with AI and deliver an exceptional employee experience?<\/p>\n\n\n\n<p>Let\u2019s make it happen!<\/p>\n\n\n\n<p><a href=\"mailto:infra.global@capgemini.com\">Connect with us<\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\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\">About the author<\/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\/mx-es\/wp-content\/uploads\/sites\/28\/2025\/11\/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=\"abrir en una nueva ventana\" 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=\"abrir en una nueva ventana\" 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":"<p>Waiting for something to break and then rushing to fix it felt normal for a long time. Not anymore. Today, people expect help that is fast, simple, and available wherever they are. They want the same quality of support across IT, HR, facilities, finance, and more. Yet many service desks are still stuck in a reactive loop with manual steps, scattered knowledge, and systems that do not talk to each other.<\/p>\n","protected":false},"author":266,"featured_media":555480,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","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":false,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"","_jetpack_memberships_contains_paid_content":false,"footnotes":"","featured_focal_points":""},"categories":[1],"tags":[],"brand":[],"service":[],"industry":[],"partners":[],"blog-topic":[46],"content-group":[],"class_list":["post-555479","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","blog-topic-cloud"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>From reactive to proactive: How AI is transforming service desk support - Capgemini Mexico<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.capgemini.com\/mx-es\/insights\/expert-perspectives\/from-reactive-to-proactive-how-ai-is-transforming-service-desk-support\/\" \/>\n<meta property=\"og:locale\" content=\"es_MX\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"From reactive to proactive: How AI is transforming service desk support\" \/>\n<meta property=\"og:description\" content=\"Waiting for something to break and then rushing to fix it felt normal for a long time. Not anymore. Today, people expect help that is fast, simple, and available wherever they are. They want the same quality of support across IT, HR, facilities, finance, and more. 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