Insight Report: Helpdesks Under Pressure

"Helpdesks under pressure: fixing AI assistants for internal support" addresses the challenge of overwhelmed internal support teams handling repetitive, high-volume questions across fragmented systems where delays in resolving everyday problems impact staff productivity, satisfaction, and service delivery. Many universities have attempted to automate support with chatbots or virtual assistants that frequently underperform—they don't integrate with internal platforms, lack clarity and consistency, staff don't trust them, and teams lack the skills to improve them, resulting in more tickets, more pressure, and missed opportunities.

Must Read for: IT service desk managers and directors, internal IT support teams managing staff queries, HR operations leaders handling payroll and benefits support, enterprise service management teams, operations directors overseeing internal support functions, CIOs concerned with staff productivity and operational efficiency, and shared services leaders managing cross-functional support.