The Impact Of Chatgpt On Service Desks

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The Impact Of Chatgpt On Service Desks
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It goes without saying that modern employee service desks are undergoing fundamental transformations nowadays. The traditional service delivery models that necessitated a plethora of phone calls, emails and text messages and low employee satisfaction - are now being phased out by more modern service desk solutions like, which provides easy access to the Service Desk via MS Teams and brings tons of automation for both employees and technicians. utilizes modern conversational and other forms of artificial intelligence coupled with its knowledge base and automation engine to deliver personalized support within seconds to employees.

Now, there is a new twist and opportunity in the ever-evolving tale of employee support. And that new opportunity is the introduction of ChatGPT-like technology. ChatGPT is a state-of-the-art language model that has recently been introduced and has the potential to revolutionize the employee support landscape. I suppose many of you might have already played around with ChatGPT and got first-hand experience with what this technology can do. Trained on massive amounts of text data, ChatGPT can generate human-like responses to a wide range of questions, making it a game-changer in the world of AI. It can write poems and JavaScript code and act like a search engine. Google is worried about this technology, and Microsoft is already offering this as part of their product suites.

So, here comes the frequently asked questions, ‘what impact can ChatGPT have on service desks, and ‘how can organizations use it to improve their operations’?

In this article you will learn the key benefits and limitations of using ChatGPT for service desk purposes and how organizations can leverage it to improve their day-to-day operations.

Let’s begin.

Benefits of ChatGPT on Service Desks  


  • Better Conversational Interface

    Clearly, ChatGPT’s ability to understand complex sentences is quite outstanding. It is a step up from traditional language understanding models. Moreover, it can understand longer and more complex sentences and address more than one issue. This means that the responses can also be more context-appropriate, and the chances of any underwhelming or frustrating interaction are reduced.

    This new skill can make employees feel the AI really ‘gets them’ and increase the overall potential for adoption.

  • Smarter Ticket Creation

    Needless to say, that if AI can understand the context better, it can create smarter tickets. Traditional conversational AI models already perform these tasks within, but ChatGPT can potentially improve the accuracy level further.

    With a better understanding of context, ChatGPT can create smarter tickets that are assigned to the right queue and department and contain more information, allowing technicians to resolve issues faster.

  • Prescriptive Technician Support

    ChatGPT can provide technicians or agents with suggestions on how to resolve issues, which is especially helpful for less experienced technicians.

  • AI-powered Analytics

    Getting the right reports can be a major pain point for Service Desk managers. Wouldn't it be awesome if the system could send you reports based on your description?

    ChatGPT can provide reports on demand, addressing a common pain point for Service Desk managers.

Now that we have discussed the potential benefits of ChatGPT let’s explore its limitations.

Limitations of ChatGPT

Even with all these potential benefits – there are some limitations of ChatGPT technology, especially when considered by itself. While ChatGPT can provide quick and precise answers to many employee inquiries, it cannot do anything beyond providing answers. In a traditional IT Service desk scenario, employees have many needs that go beyond providing an answer – such as password reset, getting access to a folder, getting the software installed and so on. ChatGPT will not be able to accomplish these tasks on its own.

Image and ChatGPT: A Powerful Combination

By combining ChatGPT with the service desk, the platform becomes even stronger.

There are two ways this benefits organizations, let’s check out those:  

  • Coupled with’s Language Model and Knowledgebase

    When combined with's advanced language understanding capabilities and out-of-the-box knowledge base, ChatGPT becomes even more powerful. ChatGPT's integration with keeps the best of both worlds - and provides the best possible user experience. brings 1000s of out-of-the-box, well-curated knowledge base on generic topics like Office 365 and other commonly used enterprise apps.

  • Coupled with’s Task and Process Automation

    With its Integration Hub and Automation Studio, the platform can automate processes and perform tasks. provides thousands of out-of-the-box integrations and automations, and when ChatGPT language understanding is combined, it can accomplish much more.

    For example, if you are describing a change management request, can fill out the appropriate forms, get approval - and even make API calls to accomplish some tasks - and report it back to you. This is what Automation Nirvana looks like today! 


ChatGPT is an incredibly powerful technology. And when coupled with a service desk like solution that works within MS Teams, it can make significant changes in the way service desks work and automate.

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