In recent years, the role of the IT Help Desk has undergone a profound transformation. From a reactive function to a strategic hub for internal innovation, IT today must ensure efficiency, operational continuity, and rapid response to all business requests. This is where Artificial Intelligence comes in, with conversational tools capable of automating repetitive tasks and improving the service experience.
According to a recent Gartner analysis, by 2026, 70% of companies that adopt AI in IT Service Management (ITSM) will achieve a significant increase in the productivity of their IT teams. Already, over 60% of enterprise companies have begun investing in chatbots, virtual assistants, and conversational automation for tasks such as: first-level technical support.
In our next webinar we will explore a real IT Help Desk Use Case with our customer Bestway:
Title: IT Help Desks Conversational AI Use Case: The Bestway Case Study
đź“… Date: Tuesday September 9th
đź•› Time: 12:00 CEST
đź”— Live on LinkedIn from Athics’ page
password resets
network configuration
VPN requests
How AI is Transforming IT Help Desk
In recent years, the role of the IT Help Desk has undergone a profound transformation. From a reactive function to a strategic hub for internal innovation, IT today must ensure efficiency, operational continuity, and rapid response to all business requests. This is where Artificial Intelligence comes in, with conversational tools capable of automating repetitive tasks and improving the service experience.
According to a recent Gartner analysis, by 2026, 70% of companies that adopt AI in IT Service Management (ITSM) will achieve a significant increase in the productivity of their IT teams. Already, over 60% of enterprise companies have begun investing in chatbots, virtual assistants, and conversational automation for tasks such as:
- password resets
- network configuration
- VPN requests
- first-level technical support
What AI Can Do for IT Help Desk Services
Artificial Intelligence can revolutionize the way IT Help Desk services are managed, offering automation, speed, and customization. Among the main benefits:
- Automatic management of repetitive requests: such as password resets, email configuration, or access to the company network.
- Immediate responses 24/7: Thanks to conversational chatbots, users receive support even outside of business hours.
- Reduction of the IT team’s burden: First-level requests are filtered and resolved autonomously, leaving only the most complex cases to operators.
- Improved user experience: AI provides consistent, traceable responses that are integrated with existing tools (Teams, Slack, ticketing systems).
- Analysis and continuous improvement: Data collected from interactions allows us to identify recurring issues and optimize support processes.
In a business environment increasingly focused on productivity and digitalization, adopting an AI-powered IT Help Desk service is not just a technological choice, but a strategic lever for improving operational efficiency and employee satisfaction.
A Case Study: Bestway’s IT Help Desk Chatbot
During the webinar on September 9th, we will delve into the case study of Bestway, which implemented an IT Help Desk chatbot integrated into Microsoft Teams to provide real-time support to its employees in Italy.
Speakers will include:
- Stefano Garzilli, IT Manager, Bestway
- Christian Ferrarese, IT Specialist, Bestway
The two professionals will share their journey to adopting the AI solution, the technological choices, the challenges faced, and—most importantly—the results achieved. A significant focus will be on the topic of internal adoption, which is crucial. per il successo di qualsiasi progetto innovativo: perché l’AI funziona davvero solo quando le persone la usano, la capiscono e la integrano nel proprio lavoro quotidiano.
Why attend?
If you work in IT, Innovation, or Operations, this event is a valuable opportunity to:
âś… Discover how a chatbot can optimize your IT help desk
âś… Understand how to improve the quality of technical support in your company
âś… Concretely evaluate the time, costs, and benefits of a conversational AI solution
âś… Ask Bestway experts live questions