Enhancing User Experience with AI-led Service Desk Operations using Mphasis Capabilities and its Partners

Sachin Bhandari, VP & Head – Digital Workplace Practice and
Sandeep Chegireddy, AIOps Transformation Architect

As the demand for seamless IT operations grows, the importance of user experience cannot be overstated. Employees and customers alike expect quick and personalized support, yet traditional service desks often struggle to deliver, leading to frustration, decreased productivity, loss of confidence in IT support and revenue losses.

According to Gartner, unplanned IT service downtime can cost enterprises as much as USD 5,600 per minute, depending on the scale of operations. Here, the challenge is not just about fixing issues; it is about preventing them from happening in the first place. As businesses expand and digital environments become more complex, IT teams require a proactive, AI-driven approach to service desk management.

Challenges of Traditional IT Service Desks and Their Impact on User Experience

The inefficiencies of traditional IT service desks manifest in multiple ways, with user experience being the primary casualty. One of the key challenges is the high operational cost associated with manual ticket handling. According to ServiceNow, IT help desk tickets in North America cost an average of USD 35 per ticket, and when multiplied across large enterprises managing thousands of tickets daily, these costs become unsustainable. The expense often translates to slower resolution times, making users wait longer for support.

Another significant hurdle is the lack of personalization in IT support. Legacy service desks operate on a one-size-fits-all model, offering limited contextual awareness. It results in redundant interactions where employees must repeatedly explain their issues to different support agents, further delaying resolution and increasing frustration. Employees today expect an IT support system that understands their specific needs and provides intelligent, personalized solutions rather than generic, scripted responses. Security is another challenge, as human-driven processes are more prone to errors and inconsistencies, making organizations vulnerable to data breaches and compliance risks.

How AI is Transforming User Experience in IT Service Desks

The integration of AI into service desks is revolutionizing IT support by making it more user-focused, efficient, and proactive. AI solutions allow organizations to transition from a reactive approach to a proactive one, enhancing issue resolution rates and minimizing downtime. According to McKinsey, implementing AI in IT operations can decrease review times by up to 60 percent, greatly improving user experience and operational efficiency.

AI-powered service desks use machine learning algorithms to analyze historical data, identify patterns, and predict potential IT failures before they affect business operations. The proactive approach ensures a smooth experience, where users seldom encounter disruptions, boosting their productivity and satisfaction.

Automated chatbots and virtual assistants have become increasingly important in IT support, offering a more intuitive and user-friendly experience. AI-driven self-service portals empower employees to independently resolve minor technical issues, reducing reliance on human agents. The shift has been advantageous for businesses, with McKinsey reporting that AI-driven automation can lower IT service costs by up to 30 percent. Most importantly, AI provides a conversational, real-time, and intelligent support experience, alleviating the frustration associated with long wait times and inefficient resolutions.

Mphasis’ AI-Driven Service Desk Solutions: Elevating User Experience

Mphasis is at the forefront of AI-led service desk transformation, leveraging cutting-edge technologies and strategic partnerships to provide organizations with efficient, intelligent, and user-focused IT support solutions. By integrating AI-powered capabilities, Mphasis ensures that businesses optimize operations while delivering a seamless, user-centric experience.

1. Hi-Tech Solutions

Mphasis leverages intelligent automation and predictive analytics to enhance user experience by minimizing disruptions. Its proprietary Digital Experience Solution (DEX) – MyIT proactively identifies and resolves IT issues before users notice them, improving workplace efficiency.

With its DEX partners, Mphasis provides real-time insights into device performance, enabling IT teams to address issues proactively. Additionally, AI-powered ticketing systems integrated with ServiceNow streamline issue categorization, routing, and resolution, significantly reducing response times and operational costs, ensuring minimal downtime and maximum productivity for users.

2. Hi-Touch Approach

This approach ensures that AI complements human expertise rather than replacing it, achieving an optimal balance between technology and personal support. AI-powered virtual agents, like Kore.AI and Microsoft Copilot, support IT service desk professionals by providing intelligent recommendations, historical insights, and automated troubleshooting. The co-agent model ensures that complex IT issues benefit from both automated precision and human judgment, resulting in personalized and efficient support.

Conversational AI interfaces enable employees to independently resolve routine IT issues through intuitive, self-service solutions. This reduces reliance on IT staff and allows employees to concentrate on their primary tasks with minimal disruption.

3. Hi-Trust Framework

Mphasis’s Hi-Trust framework emphasizes security, transparency, and reliability—essential for a positive user experience. The company ensures secure AI deployment to comply with industry regulations and protect data. AI-driven analytics continuously monitor IT environments to detect and address potential security threats before they become critical breaches. Moreover, Mphasis promotes transparency by offering real-time updates on service desk performance, helping organizations and their users maintain confidence in IT support.

The Future of AI in IT Service Desks: A User-First Approach

As AI technology advances, its role in IT service management will grow, with a focus on enhancing user experience. Advanced machine learning models will improve AI's ability to predict and resolve IT issues, ensuring seamless digital interactions. Progress in Natural Language Processing (NLP) will enable AI-driven virtual assistants to communicate more naturally, enhancing contextual understanding. Hyperautomation will allow AI to manage service desk functions with minimal human involvement, boosting efficiency and reducing costs. Hence, organizations prioritizing AI-driven IT service management will gain a competitive edge through seamless support, enhanced employee satisfaction, and cost savings.

AI-Led Service Desks as the Key to Enhanced User Experience

AI-driven service desks have become essential for delivering superior user experiences. By integrating AI capabilities, organizations can eliminate inefficiencies, reduce costs, and create seamless IT interactions that empower users.

Mphasis, with its Hi-Tech, Hi-Touch, and Hi-Trust approach, is redefining IT service management. Through innovation, strategic partnerships, and AI excellence, Mphasis empowers enterprises to confidently embrace the future of IT support. Businesses utilizing Mphasis' AI solutions will enhance operational efficiency and build a user-centric IT ecosystem that ensures long-term success.