Solution

AI-Powered Service Desk by Capgemini

AI-led, proactive and personalized support

The way we work has changed. The rise of distributed teams and evolving workforce expectations demand a smarter support.

It’s no longer just about fixing problems, it’s about enabling people to do their best work

What if your service desk surprised you….in a good way?

Say hello to our AI-Powered Service Desk

A managed, people-first solution, it unites enterprise support in one place, delivering fixes and assistance that anticipate and adapt to employee needs.

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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.

Key features of the solution

  • Proactive and contextual: AI-first, intuitive support that resolves issues before they impact.
  • Knowledge-driven: Built on Knowledge Management Center (KMC) framework ensuring reliability and precision.
  • Unified experience architecture: Seamless, people-centric support that is built around support journeys and not tickets.
  • Responsible and safe AI: Our “service desk as code” approach embeds compliance and governance into every process ensuring reliability and safety.

Why choose Capgemini?

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.

We harness Experience Metrics (XLAs), embedded analytics, and experience management tools to continuously elevate employee experience and deliver measurable business outcomes.

Global scale at a glance:

  • Over 4,000 service desk specialists in​ 15 countries, and delivery to over 100 countries​.
  • 37 human and 60+ AI supported languages
  • Over 4.5 million users and  3.4million end user devices managed globally
  • Over 30 million contacts per year

See it in action

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

Book your tour today

Expert perspective

Cloud

From reactive to proactive: How AI is transforming service desk support

Capgemini
Nov 21, 2025

Meet our experts

James McMahon

James McMahon

Global Head of Employee Experience – Cloud Infrastructure Services
Global Head of Employee Experience at Capgemini, James has over 20 years’ experience in the field of employee experience and digital workplace services.
Katarzyna Zelazny

Katarzyna Zelazny

Portfolio Lead, AI-Powered Service Desk by Capgemini, Employee Experience – Cloud Infrastructure Services
Kate leads the AI-Powered Service Desk at Capgemini. She brings over 15 years of experience of development and optimization of end-to-end employee journeys. In her current role, she owns the product roadmap for AI-Powered Service Desk and is deeply passionate about helping clients refine employee experience by leveraging Experience Level Agreements (XLAs), data insights, and employee feedback to help drive business outcomes.