From Frustration to Efficiency: AI-Powered Service Desk for Construction Industry

AI & Automation
Digital Transformation
Employee Experience
From Frustration to Efficiency: AI-Powered Service Desk for Construction Industry

From Frustration to Efficiency: AI-Powered Service Desk for Construction Industry

AI & Automation
Digital Transformation
Employee Experience
From Frustration to Efficiency: AI-Powered Service Desk for Construction Industry
AI & Automation

The construction industry is well-known for its complexities, large-scale projects, tight deadlines, limited funding, and several stakeholders involved in each project. Due to its complexity, the industry frequently experiences inefficiencies, delays, human errors and cost overruns. As reported by McKinsey, construction projects typically experience cost overruns of 80% on average, with 20% of projects experiencing cost overruns of 160%.

The study also discovered that construction projects take 20% longer than anticipated to complete, resulting in significant delays and missed deadlines. With inflation intensifying, the construction industry is at the forefront of an economic storm. Inflation, characterized by a sustained increase in the general cost level, has far-reaching implications for builders, architects, contractors, and all stakeholders involved. Thus, construction experts must navigate the complexities of procuring materials, balancing budgets, labor shortages and adapting to evolving market conditions to ensure projects are completed on time and within budget.  

Caught in the whirlwind of inflation, the construction industry needs strategic investment injections, bold technological adaptations, and relentless innovation.  

Emerges - Generative AI in the construction industry, a game-changing technology that can alleviate construction professionals' challenges and revolutionize their approach to work. Modern tools like AI-powered service desks that leverage the power of Generative AI and machine learning (ML) have the potential to redefine the construction sector by enhancing its operations, automating repetitive and time-consuming tasks and processes, elevating employee experiences and performances by providing personalized employee support, seamless collaboration and making data-driven decisions etc.

In this blog, we will discuss the importance of AI in the construction industry, how AI can tackle the major pain points and how can transform construction sector.  
Before we delve deeper, let’s understand the major challenges the construction industry faces in this present scenario.  

Major Pain Points Faced by the Construction Industry

As a service desk manager in the construction industry, I have identified some of the challenges supervisors and onsite employees face. Let’s check them out one by one.  

  • Lack of Access to the Right Information
    In most cases, construction employees struggle to find reliable data necessary to do the work. If employees and managers fail to access on-site conditions, equipment details, materials availability, and resource distribution data, it could lead to missing project deadlines, cost estimations, and resource planning. Moreover, when your employees waste their precious time looking for the right document, it ultimately impacts their productivity causing delays in the project.
  • Lack of Adequate Technology Support
    The lack of the right technological support can significantly impact the construction industry, creating a range of challenges that hinder work progress and efficiency. One key challenge is the inability to leverage modern tools and systems that streamline processes and enhance productivity. When construction companies lack the right technology, they may struggle with outdated methods and manual processes, leading to time-consuming, error-prone tasks that impede timelines and quality.
  • Ever-evolving Rules and Regulations
    As the world evolves at an accelerated pace, laws relating to construction constantly change at the federal, state, county, and even city levels. In addition, if you're a cross-state or multinational construction company, you must balance many different laws and regulations that deal with construction to various degrees. Thus, staying abreast of the ever-changing legal landscape can be challenging, often requiring a great deal of time and resources. Despite being attentive, critical notifications can still be missed quite easily. This often results in expensive revelations when new laws or rules are found at the end of a project.
  • Time-consuming and Repetitive Manual Tasks
    There are many manual and repetitive tasks in the construction industry, such as material procurement and inventory management, document management, scheduling and resource allocation, compliance management, estimation, site inspection and quality controlling etc that are often time-consuming. It goes without saying that these repetitive manual tasks can eat up a large portion of time and resources. This can slow down overall productivity of construction employees, increase expenditure, and reduce overall efficiency. Moreover, it can cause employee fatigue, frustration, and a decrease in morale, resulting in a lower return on investment.
  • Outdated Technology  
    Construction is well-known for its resistance to adopting advanced technologies, despite their potential for maximizing workplace efficiency. Relying on outdated technologies like a traditional service desk can affect the construction industry in many ways. They can slow down construction processes, increase errors and waste, and cause project delays due to compatibility issues. For example, outdated technologies can prevent employees from using technological advancements, such as 3D printing and automated systems. This can lead to inefficient processes and productivity loss. Also, legacy tools can lead to poor team collaboration and communication, resulting in potential delays and a decrease in overall quality.
  • Employees Personal Issues
    Employees' issues, such as excessive workload, long working hours, lack of work-life balance, and job insecurity etc, can contribute to high-stress levels and burnout. Construction employees who experience prolonged stress and burnout are more likely to experience decreased productivity, reduced concentration, and increased errors on the job.

AI in Construction Industry: A Game-changer

Ever since the pandemic outbreak, I have seen the profound change that AI has wrought in the construction sector. AI has advanced and transformed conventional procedures over time, opening an enormous potential for improved productivity, efficiency, and innovation in construction projects. As reported by PwC, the integration of AI in the construction industry can potentially gain $1.6 trillion (about $4,900 per person in the US) in productivity gains globally.  

These gains can manifest in reduced project costs, improved schedules, enhanced safety, and increased employee productivity and overall work efficiency.

From automating time-consuming manual and repetitive tasks to optimizing resource allocation and elevating safety measures, AI in the construction industry has become invaluable in boosting productivity and streamlining overall processes. The power of AI algorithms to examine vast amounts of data allows construction experts to drive informed decisions, mitigate menaces, and predict potential issues before they arise.  

With an AI-powered service desk, construction projects can be executed more seamlessly, meeting deadlines and providing high-quality outcomes. The integration of AI in the construction industry has truly reshaped the way projects are planned, executed, and managed, leading to improved productivity, enhanced collaboration, and, ultimately, the success of construction endeavors.

The market for AI in the construction industry was valued at USD 496.40 million in 2021 and Research Dive expects it to grow at a CAGR of 34.1% to reach USD 8,545 million by 2031. Indeed, this development is attributed to the advantages of AI-powered service desks, including elevated employee productivity, boosted employee experience, providing personalized employee support, decreased IT-related delays, and increased efficiency in construction projects.

AI-powered Service Desk for Redefining Construction Industry

As a person who worked in the construction sector, I can emphasize the significant importance of an AI service desk in this industry. It is no secret that the construction industry is highly complex and dynamic, in which successful project completion relies on timely communication and efficient problem-solving. Implementing an AI-powered service desk offers numerous advantages in this context.  

As reported by McKinsey, AI-powered employee service desks can lower resolution times by up to 60%, resulting in significant time savings for construction professionals. Similarly, a Grand View Research report states that the construction industry's global AI market is anticipated to hit $3.16 billion by 2028, driven by the need for streamlined processes and enhanced productivity.  

With AI-powered service desks like, construction organizations can ensure easy accessibility, instant response times, and personalized employee support right within Microsoft Teams.’s OpenAI integrated AI helpdesk that works right within MS Teams allows employees to leverage advanced algorithms and natural language processing (NLP) similar to ChatGPT. This advanced technology enables wide range of documents related to construction projects. Moreover, the automation capabilities of AI-powered service desk solutions can streamline time-consuming, repetitive tasks and processes, allowing employees to focus on more critical activities- leading to enhanced employee productivity and satisfaction.

In What Ways Can Service Desk Benefit the Construction Industry?

Powered by Generative AI and machine learning (ML) technologies, integrated with MS Teams, is the most preferred employee service desk for construction companies. There are several key reasons why implementing an AI service desk in the construction sector would be beneficial.

  • Round-the-clock Employee Support via AI Helpdesk
    Investing in an AI-powered employee service desk for the construction industry allows employees to provide round-the-clock support. Being an AI-powered service desk, ensures that construction employees can access continuous support, answering employee queries and resolving issues at any time via its ChatGPT-like interface. This ensures that employees on construction sites can access assistance whenever needed, resulting in enhanced employee productivity and minimized downtime.
  • Personalized Employee Experience can analyze employee preferences, historical data, and patterns to provide personalized support and experience to the employees. By understanding personal needs and preferences, this modern employee service desk can offer tailored recommendations, solutions, and guidance to construction employees. This personalized approach elevates the employee's experience, enhances satisfaction, and encourages a positive work-culture.
  • Instant Resolution to Employee Queries via Invisible Ticketing  
    Construction sectors have relied on legacy ticketing systems for many years, slowing the ticket resolution process. doesn't track problems; it auto-resolves tickets, so the support agents or technicians in the construction sector have fewer tickets.'s invisible ticketing system allows employees in the construction industry to create, track, and resolve employee tickets by interacting with the AI helpdesk connected within Microsoft Teams without having to search for data on the employee portal or fill out details. With this ticketing system, employees can also quickly check the status of their tickets and receive updates and notifications as the ticket process progresses. This decreases the time spent on issue resolution and allows faster decision-making.
  • Inbuilt Live Agent
    Suppose's first-level support (L1) does not meet the construction employees' requirements. In that case, an expert support agent or technician can be summoned for live chat to help with more complicated issues within 15 seconds. By providing correct information, triaging issues, and performing tasks, the agents provide immediate support.
  • Twitter-Age Knowledge Management
    Trained on millions of knowledge articles related to the construction project, processes and common issues,'s knowledge management gives construction employees access to the right data at the right time. can read and understand a wide range of these knowledge documents, including specific SharePoint folders, employee support FAQs, employee handbooks, SOP documents, technical manuals, past ticket history, and troubleshooting guides. Employees can access this knowledge base, facilitating self-service support and empowering employees and support to find answers to their queries quickly. It also ensures consistency in the information, minimizing human errors and misunderstandings.
  • Automation of Repetitive Tasks service desk’s easy automation feature allows construction employees to automate their time-consuming, repetitive and mundane tasks. It will free up employees' time and allow them to concentrate on more value-added activities. For instance, its Generative AI helpdesk can handle repetitive inquiries, such as requesting equipment or accessing project information, without human intervention. also streamlines processes, increases operational efficiency, and allows support agents to focus on more complex and critical issues in the construction sector.
  • Continuous Improvement via Employee Engagement Tools
    Being the next-generation AI service desk for the construction industry, can collect and analyze data from various sources, including employee interactions, issue resolutions, and employee engagement surveys. By leveraging these data-driven analytics, project managers can seamlessly identify industry trends, project blockages, and areas for improvement.

Closing Note

It goes without saying that advanced technologies like AI service desks and helpdesks are essential to address the pain points construction organizations face. And that's why many construction organizations have started incorporating AI into the construction industry for more efficient labor and equipment allocation. By utilizing AI-powered technologies, construction companies can increase productivity, innovate more effectively, and stay one step ahead of the competition.  

Implementing AI-driven service desks like in the construction sector is a turning point in reducing frustration while maximizing efficiency. is revolutionizing conventional workflows and eliminating time-consuming, manual tasks using Generative AI algorithms and automation. As a result, allows construction sectors to streamline their overall processes, improve project management, elevate employee support and experience and enhance employee satisfaction. As paves the way for a more streamlined and efficient future for the construction industry, the future is brighter than ever.

Start Delivering Better, More Efficient Employee Support with Service Desk. Schedule A Demo Today


What is an AI-powered IT service desk in the construction industry?
An AI service desk is a technology-driven solution that leverages Generative AI and machine learning (ML) to automate and optimize the construction industry's exemplary service and support processes. It serves as a central hub for managing and resolving construction project support tickets, issues, and inquiries.  

How does an AI-powered service desk enhance efficiency in the construction industry?

Using AI algorithms, an AI service desk automates repetitive tasks and time-consuming processes, resolves common issues, and provides instant support to construction employees. It reduces manual effort, speeds up response times, and allows employees to focus on critical tasks and processes, increasing overall efficiency and productivity.

Can a modern service desk handle complex construction-related query?

A modern service desk is designed to handle simple and complex queries. They answer construction-related questions accurately and efficiently using natural language processing (NLP) and machine learning techniques.

What services can a modern service desk offer in the construction industry?

An employee service desk can provide a wide range of services, including project documentation management, tracking of equipment and materials, safety guidelines and compliance information, scheduling and coordination assistance, and troubleshooting.

How does AI in the construction industry boost employee satisfaction?

An AI-powered service desk improves employee satisfaction in construction projects by offering quick and personalized responses to employee queries. It reduces ticket resolution time, reduces delays, and ensures that customers receive the support they need on time, leading to higher satisfaction levels.

Transform Your Employee Support and Employee Experience​
Employee SupportSchedule Demo
Transform Your Employee Support and Employee Experience​
Book a Discovery Call
Cta bottom image
Power of GenAI within Service Desk
Service Gif
Get Started Today
Get Started Today
Power of GenAI within Service Desk
Service Gif
Get Started Today
Get Started Today

Transform Your Employee Support and Employee Experience​

Book a Discovery call