{"id":920111,"date":"2026-07-13T12:08:00","date_gmt":"2026-07-13T12:08:00","guid":{"rendered":"https:\/\/www.capgemini.com\/pl-pl\/?post_type=research-and-insight&#038;p=920111"},"modified":"2026-07-14T14:13:45","modified_gmt":"2026-07-14T14:13:45","slug":"how-human-ai-collaboration-is-driving-the-future-of-it-support","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/pl-pl\/insights\/biblioteka\/how-human-ai-collaboration-is-driving-the-future-of-it-support\/","title":{"rendered":"Wewn\u0105trz serwicedesku wspieranego przez AI: jak wsp\u00f3\u0142praca ludzi i sztucznej inteligencji kszta\u0142tuje przysz\u0142o\u015b\u0107 wsparcia IT"},"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\/2026\/07\/AI-powered-service-desk_web-banner.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/AI-powered-service-desk_web-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/AI-powered-service-desk_web-banner.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/AI-powered-service-desk_web-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/AI-powered-service-desk_web-banner.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/AI-powered-service-desk_web-banner.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/AI-powered-service-desk_web-banner.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/AI-powered-service-desk_web-banner.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/AI-powered-service-desk_web-banner.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:49% 18%\" 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\">Cloud<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Wewn\u0105trz serwicedesku wspieranego przez AI: jak wsp\u00f3\u0142praca ludzi i\u00a0sztucznej inteligencji kszta\u0142tuje przysz\u0142o\u015b\u0107 wsparcia IT<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/Inside-the-AI-Powered-Service-Desk-Final-POV-1.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Pobierz PoV<\/span><span class=\"type\">4 MB pdf<\/span><\/a><\/div><\/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=\"grid-container\"><div class=\"col-12 col-md-2\"><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\/?post_type=research-and-insight&amp;p=1233865\" 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\/?post_type=research-and-insight&amp;p=1233865\" 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><div class=\"article-text article-quote-text\">\n<h2 class=\"wp-block-heading\" id=\"h-czas-na-nowe-spojrzenie-na-service-desk\"><strong>Czas na nowe spojrzenie na Service Desk<\/strong><\/h2>\n\n\n\n<p>Wsparcie IT nie powinno ogranicza\u0107 si\u0119 jedynie do rejestrowania i\u00a0rozwi\u0105zywania zg\u0142osze\u0144. Powinno umo\u017cliwia\u0107 pracownikom wykonywanie pracy na najwy\u017cszym poziomie. Oznacza to odej\u015bcie od tradycyjnego modelu reaktywnego \u201enapraw po awarii\u201d i\u00a0proaktywne rozwi\u0105zywanie problem\u00f3w, zanim wp\u0142yn\u0105 one na produktywno\u015b\u0107.<\/p>\n\n\n\n<p>Tymczasem, wed\u0142ug badania Forrester, tylko <a href=\"https:\/\/www.forrester.com\/report\/the-state-of-the-service-desk-2024\/RES180570\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">55% pracownik\u00f3w<\/a> uwa\u017ca, \u017ce otrzymuje pe\u0142ne wsparcie ze strony swojego Service Desku.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-inteligentniejsze-wsparcie-dzieki-serwicedeskowi-wspieranemu-przez-ai\"><strong>Inteligentniejsze wsparcie dzi\u0119ki serwicedeskowi wspieranemu przez AI<\/strong><\/h3>\n\n\n\n<p>Service Desk oparty na AI zmienia spos\u00f3b \u015bwiadczenia wsparcia. Rutynowe zapytania s\u0105 rozwi\u0105zywane natychmiast, dzi\u0119ki czemu u\u017cytkownicy ko\u0144cowi otrzymuj\u0105 potrzebn\u0105 pomoc dok\u0142adnie wtedy, kiedy jej potrzebuj\u0105. Jednocze\u015bnie do\u015bwiadczeni specjali\u015bci wsparcia mog\u0105 skoncentrowa\u0107 si\u0119 na bardziej z\u0142o\u017conych i\u00a0istotnych problemach, w\u00a0kt\u00f3rych ich wiedza oraz\u00a0umiej\u0119tno\u015bci przynosz\u0105 najwi\u0119ksz\u0105 warto\u015b\u0107.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-sila-wspolpracy-czlowieka-i-ai\"><strong>Si\u0142a wsp\u00f3\u0142pracy cz\u0142owieka i<\/strong>\u00a0<strong>AI<\/strong><\/h3>\n\n\n\n<p>Aby w\u00a0pe\u0142ni wykorzysta\u0107 potencja\u0142 AI, organizacje musz\u0105 postawi\u0107 na wsp\u00f3\u0142prac\u0119 ludzi ze sztuczn\u0105 inteligencj\u0105.<\/p>\n\n\n\n<p>AI oferuje niezaprzeczalne korzy\u015bci, takie jak ca\u0142odobowa dost\u0119pno\u015b\u0107, obs\u0142uga wielu j\u0119zyk\u00f3w oraz analityka predykcyjna. Jednak podej\u015bcie \u201eAI-first\u201d nie oznacza \u201eAI-only\u201d. Empatia, ekspercka wiedza i\u00a0kreatywne rozwi\u0105zywanie problem\u00f3w przez ludzi nadal pozostaj\u0105 kluczowe dla zapewnienia najwy\u017cszej jako\u015bci do\u015bwiadcze\u0144 u\u017cytkownik\u00f3w.<\/p>\n\n\n\n<p>Przysz\u0142o\u015b\u0107 Service Desku \u0142\u0105czy najlepsze cechy obu \u015bwiat\u00f3w.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-przejscie-od-sla-do-wskaznikow-opartych-na-doswiadczeniu\"><strong>Przej\u015bcie od SLA do wska\u017anik\u00f3w opartych na do\u015bwiadczeniu<\/strong><\/h3>\n\n\n\n<p>Tradycyjnie efektywno\u015b\u0107 Service Desku mierzona jest za pomoc\u0105 um\u00f3w SLA (Service Level Agreements). Koncentruj\u0105 si\u0119 one jednak na wynikach operacyjnych, a\u00a0nie na faktycznych efektach dla u\u017cytkownika.<\/p>\n\n\n\n<p>Dzi\u0119ki mo\u017cliwo\u015bciom oferowanym przez AI organizacje mog\u0105 wdro\u017cy\u0107 XLA (Experience Level Agreements), kt\u00f3re daj\u0105 pe\u0142niejszy obraz wp\u0142ywu wsparcia zar\u00f3wno na u\u017cytkownik\u00f3w ko\u0144cowych, jak i\u00a0na samych pracownik\u00f3w dzia\u0142u wsparcia. Takie podej\u015bcie pozwala mierzy\u0107 sukces poprzez rzeczywiste do\u015bwiadczenia, a\u00a0nie wy\u0142\u0105cznie czas rozwi\u0105zania zg\u0142oszenia.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-zarzadzanie-i-nadzor-klucz-do-trwalego-sukcesu\"><strong>Zarz\u0105dzanie i<\/strong>\u00a0<strong>nadz\u00f3r \u2013 klucz do trwa\u0142ego sukcesu<\/strong><\/h3>\n\n\n\n<p>Cho\u0107 korzy\u015bci p\u0142yn\u0105ce z wykorzystania AI w Service Desku s\u0105 znacz\u0105ce, mog\u0105 zosta\u0107 osi\u0105gni\u0119te wy\u0142\u0105cznie przy odpowiednich zasadach zarz\u0105dzania i\u00a0nadzoru. Silne mechanizmy kontrolne oraz odpowiedzialne podej\u015bcie do AI stanowi\u0105 fundament skalowalnego, bezpiecznego i\u00a0skutecznego wdro\u017cenia.<\/p>\n\n\n\n<p>Poznaj praktyczne strategie oraz opinie ekspert\u00f3w w\u00a0naszym najnowszym opracowaniu autorstwa Katarzyny \u017belazny, Macieja Kafla i\u00a0Jamesa McMahona.<\/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=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/Inside-the-AI-Powered-Service-Desk-Final-POV-1.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Pobierz publikacj\u0119 ju\u017c teraz<\/a><\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Je\u015bli chcesz dowiedzie\u0107 si\u0119 wi\u0119cej o tym, jak mo\u017cemy pom\u00f3c w transformacji do\u015bwiadcze\u0144 zwi\u0105zanych z Service Deskiem dla wszystkich u\u017cytkownik\u00f3w w Twojej organizacji, <a href=\"mailto:infra.global@capgemini.com\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">skontaktuj si\u0119 z naszymi ekspertami<\/a>.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Inside the AI-powered service desk: How human-AI collaboration is driving the future of IT support<\/p>\n","protected":false},"author":440,"featured_media":920112,"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":false,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":68,"primary_term":"Cloud","featured_focal_points":""},"tags":[],"research-and-insight-type":[66],"theme":[68],"brand":[],"service":[],"industry":[],"partners":[],"content-group":[],"class_list":["post-920111","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-point-of-view","theme-cloud"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - 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