Revolutionizing IT Operations with AI-led Service Desk using Mphasis Capabilities

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

In today’s hyperconnected world, IT operations are no longer just about maintaining uptime—they are the cornerstone of delivering seamless digital experiences and driving competitive advantage. Organizations face mounting pressure to anticipate disruptions, optimize workflows, and provide consistent, high-value services in an environment that demands agility and precision.

Mphasis, a global leader in IT services, is at the forefront of this shift. Our AI-led service desk capabilities leverage predictive analytics, intelligent automation, and advanced data modeling to do more than resolve issues—we actively prevent them. By enabling real-time insights and proactive interventions, Mphasis transforms IT from a reactive function into a strategic business continuity and innovation driver. This approach empowers organizations to minimize operational friction, optimize resource allocation, and stay resilient in a rapidly evolving digital landscape.

Key Features of Mphasis’ AI-led Service Desk

At the core of Mphasis’ AI-led service desk is an ecosystem of advanced technologies designed to transform IT operations from reactive troubleshooting to proactive excellence. By seamlessly integrating intelligent automation with user-centric tools, the service desk delivers solutions that are not only faster and smarter but also aligned with the strategic goals of modern enterprises.

Each feature is purpose-built to tackle the multifaceted challenges of IT management, delivering smarter, more efficient, and highly responsive IT support. Here is how each key feature works in tandem to optimize service delivery:

1. Pre-emptive Elimination with Self-Service Tools

Mphasis’ Digital Employee Experience (DEX) framework is designed to empower end users to resolve common IT issues independently, significantly reducing the load on support teams. Central to this framework is MyIT, a proprietary self-service toolbox that proactively addresses up to 15% of recurring tickets before they even escalate.

To enhance device management and ensure a cohesive IT experience, Mphasis integrates industry-leading tools such as Intune, along with other advanced platforms. For example, after deploying MyIT, a leading financial services client streamlined their IT operations, achieving faster resolution times and a more efficient support ecosystem.

By preventing routine issues from reaching higher support levels, Mphasis’ approach not only saves time and resources but also improves user satisfaction and boosts overall productivity.

2. Proactive Issue Resolution with Intelligent Automation

Mphasis capitalizes on AI-driven predictive analytics to identify and resolve potential issues before they disrupt operations, ensuring smooth and uninterrupted business processes. By integrating proprietary accelerators with platforms like ServiceNow, routine tasks and workflows are automated, allowing IT teams to focus on higher-priority work. This intelligent automation not only boosts productivity but also reduces operational costs by as much as 30%.

The impact of these innovations can be seen in the real-world results achieved by organizations leveraging this approach. For instance, when a major U.S. financial institution struggled with system integration in a merger, Mphasis introduced Level 1.5 capabilities and built a knowledge base to empower Level 1 teams. This initiative led to a 63% reduction in Level 2/3 incidents, a drastic drop in escalations from 11% to just 1%, and a 51% reduction in mean time to resolution (MTTR), demonstrating how Mphasis’ proactive approach drives both improved productivity and significant cost savings.

3. Enhanced User Experience with GenAI

Mphasis optimizes service desk operations by deploying Kore.AI, a cutting-edge GenAI-powered conversational platform, to create an intuitive, frictionless interface for end-users. With advanced natural language processing (NLP) capabilities, users can chat in a conversational manner with the service desk to report issues and request support. Such AI-driven solutions rooted in a human-centric approach, have already made a 20% increase in user satisfaction and engagement.

A prime example of this success can be seen with a leading European financial institution that sought to streamline its end-user support processes across North American operations. Mphasis implemented a robust knowledge management framework, centralized knowledge base, and standardized templates to facilitate efficient incident resolution. These interventions resulted in:

• A significant reduction in mean time to resolution (MTTR) from 18 hours to 6 hours.
• Generic ticket categorization plummeted from 82% to less than 5%.
• The resolution accuracy saw a remarkable uptick, with the answer rate soaring from 43% to 92%.
• The average response time for support improved, dropping from 79 seconds to 24 seconds.
• Follow-up inquiries decreased by a staggering 65%.

These tangible improvements underscore Mphasis’ commitment to elevating user experience through the strategic integration of intelligent frameworks and GenAI-driven tools, enhancing both operational efficiency and user satisfaction.

4. Data-Driven Insights for Continuous Improvement

Mphasis taps into data-driven insights from leading platforms such as ServiceNow, DEX, and Kore.AI, and equips organizations with the ability to derive actionable intelligence that streamlines IT operations. Central to this capability is Mphasis’ DeepInsights™ platform, an advanced cognitive intelligence engine powered by advanced machine learning, deep learning, and natural language processing technologies. By processing vast volumes of structured and unstructured data in real-time, DeepInsights™ accelerates decision-making, enabling IT teams to make informed, data-backed decisions quickly.

DeepInsights™ also plays a pivotal role in driving continuous improvement by optimizing IT service management. Through intelligent automation, it ensures precise incident routing, accelerates ticket resolution and facilitates predictive infrastructure maintenance. The platform's advanced analytics empower organizations to identify patterns, predict potential failures, and take proactive measures, leading to optimized system performance, reduced downtime, and measurable cost savings. This data-driven approach not only boosts operational efficiency but also enhances end-user satisfaction, reinforcing a cycle of continuous improvement.

Conclusion

Mphasis’ Next-Gen AI-led Service Desk is not just a technological innovation; it’s a catalyst for redefining enterprise IT operations. By integrating AI-powered solutions into their operations, businesses can reduce costs, enhance user satisfaction, and achieve unparalleled operational efficiency.

Through proven domain expertise across global industries, Mphasis enables enterprises to be resilient, agile, and ahead of the technology curve in this digital economy. For businesses striving to excel, the future of IT operations is already here—and Mphasis is leading the way.