{"id":538480,"date":"2026-07-17T11:01:34","date_gmt":"2026-07-17T11:01:34","guid":{"rendered":"https:\/\/www.capgemini.com\/pt-en\/?post_type=research-and-insight&#038;p=538480"},"modified":"2026-07-17T11:01:36","modified_gmt":"2026-07-17T11:01:36","slug":"how-human-ai-collaboration-is-driving-the-future-of-it-support","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/pt-en\/insights\/research-library\/how-human-ai-collaboration-is-driving-the-future-of-it-support\/","title":{"rendered":"How human-AI collaboration is driving the future of IT support"},"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\">Inside the AI-powered service desk: How human-AI collaboration is driving the future of IT support<\/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>Download 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-it-s-time-to-rethink-the-service-desk\">It\u2019s time to rethink the Service Desk<\/h2>\n\n\n\n<p>IT support shouldn\u2019t just be about raising and resolving tickets, it should empower people to do their best work. That means moving beyond the traditional break-fix model and proactively addressing issues before they disrupt productivity.<\/p>\n\n\n\n<p>Yet, according to a Forrester study, only <a href=\"https:\/\/www.forrester.com\/report\/the-state-of-the-service-desk-2024\/RES180570\" target=\"_blank\" rel=\"noreferrer noopener\">55% of employees<\/a> feel fully supported by their service desk.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-smarter-support-with-an-ai-powered-service-desk\">Smarter support with an AI-powered service desk<\/h3>\n\n\n\n<p>An AI-powered service desk transforms how support is delivered. Routine inquiries are resolved instantly, enabling end users to get the help they need, when they need it. At the same time, expert support agents are freed to focus on more complex, high-impact issues where they can truly add value.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-the-power-of-human-ai-collaboration\">The Power of Human + AI Collaboration<\/h3>\n\n\n\n<p>To unlock real value from AI, organizations must embrace human-AI collaboration.<\/p>\n\n\n\n<p>AI brings undeniable advantages such as 24\/7 availability, multilingual support, and predictive insights. But \u201cAI-first\u201d doesn\u2019t mean \u201cAI-only.\u201d Human empathy, expertise, and creative problem-solving remain critical to delivering exceptional support experiences.<\/p>\n\n\n\n<p>The future service desk blends the best of both.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-shift-from-slas-to-experience-led-metrics\"><strong>Shift from SLAs to experience-led metrics<\/strong><\/h3>\n\n\n\n<p>Traditional service desk performance is measured through SLAs, but these focus on outputs, not outcomes.<\/p>\n\n\n\n<p>With AI-powered capabilities, organizations can adopt <strong>Experience Level Agreements (XLAs)<\/strong>, providing a clearer picture of how support impacts both end users and service agents. This shift ensures success is measured by meaningful experiences, not just resolution times.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-governance-the-key-to-sustainable-success\">Governance: The key to sustainable success<\/h3>\n\n\n\n<p>While the benefits of an AI-powered service desk are significant, they can only be realized with the right governance in place. Strong guardrails and responsible AI practices form the foundation for scalable, secure, and effective implementation.<\/p>\n\n\n\n<p>Discover actionable strategies and expert perspectives in our latest point of view by Katarzyna Zelazny, Maciej Kafel and James McMahon.<\/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\">Download now<\/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>To learn more about how we can help you transform service desk experiences for everyone in your organization, <a href=\"mailto:infra.global@capgemini.com\" target=\"_blank\" rel=\"noreferrer noopener\">get in touch with our experts<\/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=\"row\"><div class=\"content-title col-12 col-md-8\"><h2 data-maxlength=\"34\" class=\"people-heading-title\">Meet our experts<\/h2><\/div><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\n\n\n\n<\/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>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":538481,"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-538480","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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