GenAI's ROI for Your Employee Service Desk

GenAI's ROI for Your Employee Service Desk
Power of GenAI within Service Desk
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The advent of GenAI is comparable to the transition from the Stone Age to the Bronze Age. As of 2024, companies across the globe are swiftly adopting GenAI solutions, propelled by the promise of unparalleled productivity, savings, and competitive advantage. Gartner's recent forecasts have underlined GenAI as a critical driver for business transformation, emphasizing its potential to redefine the benchmarks for efficiency and innovation.

Why Go for GenAI Solutions?

GenAI emerges as a revolutionary force, challenging traditional business operations and employee engagement paradigms. At its core, GenAI offers a dual advantage: a significant boost in productivity and a sharp technological edge over competitors. This technology is not just a tool but a strategic asset that accelerates organizational speed and agility, enabling businesses to navigate the complexities of the modern market with unprecedented ease.

Productivity Advantage

The productivity gains from implementing GenAI are both immediate and profound. Knowledge workers, who form the backbone of any organization, find themselves empowered with AI-driven insights and automation capabilities. This empowerment translates into faster decision-making processes, reduced manual errors, and a seamless flow of operations, ensuring that projects move from the drawing board to the market at an accelerated pace.

Technological Edge in Business Competition

GenAI serves as a differentiator for businesses, offering companies a high technological ground. It equips them with advanced tools for data analysis, predictive modeling, and customer engagement, enabling them to foresee market trends and adjust their strategies accordingly. This proactive stance safeguards market position and opens new avenues for growth and innovation.

GenAI as an Everyday Tool for Organizational Speed and Agility

Adopting GenAI across organizational processes ensures a speed and flexibility that was previously unimaginable. It allows for rapid prototyping, dynamic resource allocation, and swift responses to market changes, significantly reducing the time to market for new projects and initiatives. This agility is critical in today's fast-paced business environment, where opportunities and challenges arise equally.

Employee Experience and Retention

The benefits of GenAI extend beyond the tangible metrics of productivity and market performance. They profoundly impact the workplace environment, enhancing employee satisfaction and retention. By automating routine tasks and providing intelligent support systems, GenAI alleviates the burden on employees, allowing them to focus on creative and strategic tasks. This shift boosts morale and fosters a culture of innovation and continuous learning.

Overall Business Advantage

The overarching impact of GenAI on businesses is transformative. It enables companies to quickly pivot their products and services, ensuring they remain aligned with evolving customer expectations and market demands. This adaptability is crucial in an era where technological advancements and consumer preferences change unprecedentedly.

Moreover, GenAI facilitates a deeper understanding of customer feedback and market dynamics, enabling businesses to continually refine their offerings and strategies. This highly adaptive response mechanism ensures companies can navigate external and internal organizational changes with resilience and foresight.

Integrating GenAI into employee service desks and broader organizational processes is not just an upgrade; it's a fundamental shift towards a more agile, innovative, and employee-centric business model.

The adoption of GenAI is already emerging as a pivotal factor in shaping the future of work, driving operational excellence and growth.

Use Cases and ROI of GenAI in the Employee Service Desk

GenAI-powered technologies promise a qualitative transformation in service delivery and quantifiable returns on investment (ROI). By deploying GenAI, businesses can achieve unprecedented efficiency, significantly reduce operational costs, and enhance employee satisfaction. The adoption of GenAI in service desks is supported by compelling use cases and tangible ROI metrics that underscore its value proposition.

Quantitative/Tangible ROI

To grasp the full impact of GenAI on the employee service desk, it's crucial to examine specific metrics that highlight its financial and operational benefits.

Ticketing Hours Saved

Consider a medium-sized enterprise receiving an average of 5,000 IT tickets per month. Without GenAI, let's assume each ticket requires an average of 20 minutes of human agent time. This translates to approximately 1,666 hours spent on ticketing per month. Implementing GenAI could automate responses and resolutions for 70% of these tickets, reducing the time to 5 minutes per ticket and saving 1,166 hours monthly.

Tickets Deflected

GenAI can deflect tickets that would otherwise require human intervention by automating responses to common queries. If 60% of the initial 5,000 tickets are deflected, this means 3,000 fewer tickets needing human resources, allowing agents to focus on more complex issues and strategic initiatives.

L1 Automation (Desktop Automation + IT Automation)

GenAI can handle Level 1 support tasks with high efficiency. For instance, password resets, account unlocks, and basic troubleshooting can be automated, reducing the need for human agents in these roles. This not only speeds up resolution times but also significantly cuts down operational costs.

Cost Reductions

With the outsourced cost for tickets ranging from $8 to $15 and the average ticket cost in the US hovering around $20, GenAI's financial advantage becomes clear. Assuming GenAI reduces the need for outsourced and internal ticket handling by 70%, the cost savings are substantial. For a company handling 5,000 tickets monthly, the cost reduction could range from $28,000 to $52,500 per month, based on the initial cost assumptions.

24/7 Employee Support

Offering 24/7 support traditionally requires multiple shifts and possibly global teams to manage time zone differences. GenAI can provide constant support without the additional costs associated with shift rollovers, time zone overlaps, and agent bandwidth issues, offering both cost savings and improved employee satisfaction.

High Service and Operational Uptime

According to Gartner, downtime and outages are costly, with the average outage costing companies $5,600 per minute. By automating routine maintenance and monitoring tasks, GenAI can prevent many potential outages, saving substantial amounts in avoided downtime costs.

Reduced Hiring and Training Costs

Hiring and training new IT help desk agents is expensive and time-consuming. GenAI can bypass this cycle by taking on a significant portion of the workload, allowing companies to optimize their workforce and reduce recruitment, onboarding, and training expenses.

Implementing GenAI for Employee Service Desks: A Calculated Decision

The initial investment in GenAI solutions is quickly offset by the substantial savings in operational costs, improved service quality, and enhanced employee experiences. In an era where efficiency and agility are paramount, GenAI stands out as a strategic investment for any organization aiming to future-proof its service desk operations.

Qualitative/Abstract ROI of GenAI for Employee Service Desks

Beyond the tangible benefits measured in numbers and percentages, the introduction of GenAI to employee service desks brings about substantial qualitative improvements. These improvements not only enhance a business's operational efficiency but also significantly boost employee morale and customer satisfaction, paving the way for a more dynamic, responsive, and user-friendly service experience.

Manual Workload Reduction on Complex Tickets

GenAI technologies excel at automating routine tasks, allowing human agents to concentrate on more complex tickets such as onboarding and offboarding processes. This strategic allocation of human resources ensures that complex tasks receive the attention they deserve, improving the quality of service and employee satisfaction.

Elimination of Bottlenecks

Service desks often need help with bottlenecks due to high ticket volumes or complex issues that require more time to resolve. GenAI streamlines ticket processing, eliminating these bottlenecks and enhancing the organization's reputation by avoiding the negative impressions of sluggish processes.

Instantaneous Multi-Lingual Support

One of GenAI's most remarkable capabilities is its ability to provide instant support in multiple languages, breaking down barriers between service desks and non-native English speakers. This inclusivity ensures that all employees receive timely and understandable support, regardless of their language proficiency.

Fixing Support Service Experience Issues

Common grievances such as delayed responses, busy lines, and urgent tickets not being prioritized can tarnish an organization's image and demoralize its workforce. GenAI addresses these issues head-on by ensuring timely and efficient ticket handling, thus maintaining high levels of satisfaction across all levels of personnel.

Reduction of Disproportionate Pain from Minor Issues

Minor issues that cause significant inconvenience can disproportionately affect employee satisfaction. GenAI's ability to quickly address and resolve such issues prevents them from escalating into significant points of frustration.

Empowering End-Users

GenAI empowers employees to make informed decisions and efficiently carry out their job responsibilities by providing them with intelligent, AI-driven support tools. This empowerment fosters a sense of autonomy and satisfaction among the workforces.

Live Chat Support and Human-in-the-Loop (HITL) Support

For tickets requiring human intervention, GenAI can facilitate live chat support or integrate a Human-in-the-Loop approach, ensuring that complex issues are handled with a personal touch while benefiting from AI's efficiency and scalability.

Support in the Flow-of-Work

GenAI can integrate seamlessly into employees' tools and platforms, such as providing conversational AI support within Microsoft Teams. This eliminates the need for employees to switch between platforms, allowing them to receive support in their workflow and maintain productivity.

Better Visibility of Business Operations

Finally, GenAI offers unparalleled visibility into business operations and knowledge updates, enabling organizations to identify trends, anticipate needs, and adapt strategies in real time. This visibility is crucial for maintaining a competitive edge and fostering a culture of continuous improvement.

ROI Compared to Legacy Ticketing Systems

The limitations of legacy ticketing systems are increasingly evident. These systems, often characterized by their sluggishness and inefficiency, compromise the employee support experience, creating a ripple effect of dissatisfaction and reduced productivity.  

In contrast, Generative AI (GenAI) technologies offer a compelling solution, enhancing the speed and quality of service desk operations.  

Here's a look at how GenAI transforms the ROI landscape compared to legacy systems:

Legacy Systems: Slow and Inefficient

  • Often require manual routing and processing of tickets.
  • Lack of the ability to learn from interactions, resulting in repeated issues.
  • This can lead to longer resolution times and a frustrating user experience.  

Difficulty in Proving ROI with Legacy Systems

  • Measuring the ROI of legacy systems is challenging and often imprecise.
  • Many costs are hidden, such as the impact of delayed resolutions on productivity.
  • ROI calculations need to capture the qualitative aspects of employee satisfaction and retention.

GenAI Enhancing ROI of Existing Tech Layers

  • GenAI can seamlessly integrate with existing investments like ServiceNow, enhancing their capabilities without necessitating a migration.
  • Examples include adding a robust GenAI layer to ServiceNow with tools like, which amplifies the system's efficiency and responsiveness.

Strengthening Existing Tech Investments

  • GenAI doesn't replace your current systems but augments them, significantly boosting their performance.
  • It enables existing platforms to handle a greater volume of tickets with higher complexity, improving overall service quality.

Expected Timeline for ROI: 1-Year

  • Integrating GenAI into service desk operations often shows a tangible ROI within the first year.
  • This quick turnaround is due to significant reductions in ticket handling time, operational costs, and improvements in employee satisfaction.

Key Takeaways

  • Transitioning from Legacy to GenAI: Moving to a GenAI-powered service desk transforms the support experience from slow and frustrating to fast and satisfying.
  • Boosting Your Tech Stack: GenAI elevates your existing technology investments, making them more efficient and capable of meeting the demands of modern business.
  • Measurable Improvements: Unlike legacy systems, the impact of GenAI on service desk operations is quantifiable, with noticeable improvements in ROI within a relatively short period.

The shift from legacy ticketing systems to GenAI-enhanced platforms represents an upgrade and a strategic reimagining of employee support delivery. By making this transition, businesses can enjoy a more efficient, responsive, and satisfying service experience, underscored by a clear and compelling ROI.  

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