AI Service Desk Revolution: Decoding Agentic AI for IT & HR Support

Efficient employee support systems are mission-critical for an organization's daily operations to run smoothly.  

Whether it is IT troubleshooting, HR inquiries, or access requests, employees' productivity depends on the fast and frictionless resolution of their support needs. However, traditional service desks struggle to meet this demand, given that they can lead to ticket backlogs, slow response times, and manual processes that can overwhelm HR and IT teams. Increasingly, service desks have introduced AI chatbots to help with the support request load and automate some areas of employee service. But they too are largely reactive, needing predefined workflows, static responses, and manual escalations. For organizations to cope with the demand in a meaningful manner, they require a dynamic and intelligent approach, implementing agentic AI. Crucially, agentic AI service desks can understand, execute, and continuously optimize support processes to provide proactive resolutions to employee support requests.

As you read on, you will understand how agentic AI service desks work for employee support, integrating across HR and IT systems to provide a streamlined support resolution experience.  

Agentic AI for HR and IT Support  

Traditional Service Desk vs. Agentic AI-Powered Service Desk

Typically, employee support systems are defined by manual workflows that lead to delayed resolutions and overburdened support staff. Even with the integration of AI chatbots to resolve employees' IT and HR support needs, the service desk's reactive and ticket-driven nature means that employees have to submit a request, wait in a queue, and hope it reaches the right person in time.  

But agentic AI systems that have "agency" change the game entirely by making decisions and taking actions on their own and serving as an autonomous, intelligent support layer that understands employee requests, determines what needs to be done, and executes the tasks directly by interacting with the right enterprise systems,  

So, when an employee submits a service request, saying "I need access to the payroll portal" or "My VPN isn't working", a traditional service desk might classify the issue, assign it to a support agent, and log a ticket for future resolution. If there is an AI chatbot at the employees' disposal on their workplace communication platform, such as Teams or Slack for handling their support requests, they may at most get a link to an article, but a human agent still needs to act.  

Meanwhile, agentic AI takes full ownership of the issue, analyzing the context, determining the best course of action, interacting with the relevant tools and systems, and completing the request, all within seconds. Whether it is resetting passwords, provisioning access, or retrieving HR documents, agentic AI acts as a self-driven digital problem solver to get the job done.  

An especially crucial aspect of the agentic AI-powered service desk is that it is constantly learning from the issues and fixes to update its knowledge base automatically. So, it is not just following a script; it understands goals, executes multistep workflows and optimizes support over time to ensure your employees receive immediate and contextual support on familiar channels, like Microsoft Teams or Slack. As a massive bonus, your HR and IT support teams are freed from repetitive, low-value tasks.  

How an Agentic AI-Powered Service Desk Differs from Traditional Employee Support?

Agentic AI capabilities in a service desk mean a shift from the largely reactive service desk systems that rely on static automation or predefined scripts to issue and ticket resolution that is proactive, goal-driven, and self-directed.  

The notable differences between traditional employee help desks and an agentic AI-powered one are:  

• Agentic AI is self-directed

Help desks are great at tasks, such as routing tickets and answering FAQs based on predefined workflows and scripted responses. Meanwhile, an agentic system can break down problems into subtasks and execute them.  

For instance, a help desk equipped with a chatbot can provide an employee with detailed instructions on how to reset their password, but an agentic system, upon identifying the employees’ need, can verify their identity, reset the password, update the records, and notify the user—all without human intervention.  

• Agentic AI is constantly learning

A help desk is limited by the preset workflows and rules it is programmed with to classify and assign tickets, requiring manual updates. However, agentic AI can learn from its interactions and adapt over time, so when instances, like employees asking about a new company policy, occur frequently, the system recognizes the pattern and adds the information to the knowledge base.  

• Agentic AI isn't siloed like traditional help desks  

Traditional service desks for HR and IT support usually can’t handle cross-departmental workflows. For instance, a help desk with a chatbot trained on the company’s HR policies or IT requirements can assist employees with only the respective issue resolution. However, an agent can handle cross-departmental workflows, such as provisioning of IT access, updating HR records, and scheduling compliance training when an employee is onboard.  

How Agentic AI is a Gamechanger for IT and HR support?

Agentic AI can elevate the efficiency of the HR and IT support process far beyond what is possible with traditional help desks. It serves as a decision-making entity that is capable of handling multi-step processes that eliminate delays, inefficiencies, and the need for manual intervention. As a result, organizations can streamline support operations, reduce costs, and enhance employee productivity.  

Here is how IT support can be transformed by agentic AI.  

Automated issue resolution and help desk operations

IT teams are typically overburdened by repetitive support requests, such as password resets, software installations, access requests, etc., that require manual intervention to fix, leading to slower resolution times and hampered employee productivity.  

However, an agentic AI solution can eliminate this inefficiency by autonomously executing fixes to resolve these basic L1 issues and updating a record of it, so the fix is quicker next time. Owing to this, IT teams can focus on complex tasks and benefit from reduced ticket volumes.  

For instance, using Rezolve.ai’s agentic AI system that employees can engage with via Microsoft Teams or Slack, companies can see ticket volumes slashed by 70%.  

A sample workflow would go something like this:  

• Employee: “I forgot my password.”

• Agentic AI: Verifies identity → Resets password → Updates system records → Notifies the user.

Or,  

• Employee: “My email isn’t syncing.”

• Agentic AI: Diagnoses server-side issue → Fixes synchronization → Confirms resolution.

Intelligent issue detection

Help desk solutions are usually reactive, meaning they address issues only after an employee reports them. An agentic AI service desk on the other hand enables proactive IT support by detecting and fixing issues before it affects your employees.

Typically, they:  

• Monitor IT infrastructure in real time to detect security threats/ performance issues.

• Proactively fix issues and autonomously execute tasks, including optimizing network traffic, rebooting failed servers, patching security vulnerabilities, etc., all before users experience any disruption.  

With a solution like Rezolve.ai in place, companies can expect it to detect issues, like imminent network slowdowns to provide fixes, such as traffic rerouting to avoid disruptions.  

Conversational support right where your employees are

One of the most frustrating experiences that employees who require support related to HR or IT issues go through is submitting tickets from a separate portal, waiting in a queue, or reaching out manually to the respective departments for troubleshooting. Agentic AI can eliminate this challenge by integrating with workplace collaboration platforms, including Slack and Teams, where employees can:  

• Converse with the AI to get help instantaneously.  

• Get their issues fixed in real-time without waiting in a queue or reaching out to the IT staff.  

• Get routed to a human specialist in case they have a complicated issue with all the relevant details, reducing triage time.  

For instance, when an employee interacts with Rezolve.ai’s Agentic SideKick 3.0 within Microsoft Teams and asks for help with their malfunctioning VPN, the AI detects the network issue, applies the fix, and confirms the resolution without leaving the chat window.  

Your employees will receive instant solutions, and your IT team's productivity will improve drastically.  

When it comes to HR support, agentic AI systems can transform the employee support experience by offering:  

Agentic AI-powered self-service for HR queries

HR teams often deal with massive numbers of repetitive inquiries daily, including leave requests, payroll queries, compliance requirements, etc. Agentic AI can go a long way in supporting employees autonomously without eating into the HR department’s bandwidth by:  

• Serving as a virtual HR assistant and providing employees with instant responses based on the company policy and knowledge base without the employees having to leave Teams or Slack  

For instance, employees can leverage Rezolve.ai’s agentic system to get information on things, like how many PTO days they have left, as the solution can retrieve the information from the HR records to provide an instant response and even automate the leave application process.

Automated employee on and offboarding

Embracing an agentic AI workflow for onboarding employees can go a long way in avoiding delays, as the solution can:

• Automatically send, track, and verify HR documentation  

• Provision IT access based on the employees’ role

• Auto-enroll the employees in mandatory training or compliance programs  

For instance, with the Rezolve.ai agentic system, HR teams can have their employees receive onboarding packages and access to the relevant IT systems, track onboarding progress, and send reminders for pending tasks or training sessions autonomously.  

AI-driven compliance

HR teams spend inordinate amounts of time getting employees to finish compliance training and acknowledge policies and HR procedures. Agentic AI can automate these complex compliance workflows and ensure adherence without micromanagement, by:

• Sending automated compliance reminders and tracking compliance rates

• Notifying the HR teams of compliance gaps and overdue tasks

• Clarifying employees’ queries about company policies instantly without having them reach the HR staff manually

For example, with Rezolve.ai’s AI-powered solution for HR support, employees can be sent automatic reminders for tasks, such as completing compliance training.  

Closing Note

Employees expect instant and seamless support from the HR and IT departments, which is something the traditional service desks or even AI-equipped ones can’t fully satisfy. Consequently, employees will experience productivity loss, downtime, and frustration, while the IT and HR teams and the company will end up with increased operational costs thanks to the piling up of repetitive and resource-intensive support tasks. This is where agentic AI comes into the picture as a game-changing solution for HR and IT support owing to its ability to provide proactive, self-learning, and fully autonomous support.  

With a service desk that uses an agentic workflow, enterprises and dynamic start-ups can automate routine support tasks and improve system reliability. Meanwhile, the employees can simply chat with an AI assistant integrated directly into their communication tools to get instant solutions in a way that doesn’t involve the IT or HR teams directly or burden them with high-volume, repetitive queries.  

Rezolve.ai is an especially powerful agentic AI-powered service desk that helps businesses bring down IT ticket volume by as much as 70% by streamlining IT and HR support operations. Employees will benefit from the uninterrupted support for both their IT and HR issues due to the agentic system’s ability to work in real-time throughout the day.  

To see in action how the agentic AI system delivers on this promise, reach out to us for a demo