The highest-confidence IT tickets automate at 85% or better.
The 2026 agentic AI benchmark for IT service management: anonymized IT support tickets observed across hundreds of service desks from clients who opted in and signed off on sharing, distilled into a roadmap for where automation pays first.
Free. Instant download.
Every vendor claims AI can run your service desk. Almost none can show you the tickets to prove it.
Ten findings, ranked in the order they should change your roadmap, plus the one workflow that outperforms all the others.
CIOs, IT operations leaders, and ITSM owners deciding where to point agentic AI first.
No, and we would not want to oversell it. The 85%+ figure is the automation rate for the highest-confidence workflows specifically: password reset, account unlock, and onboarding access provisioning. Across all ticket types, the more conservative and equally real number is that a quarter to a third or more of total volume is confidently automatable. The report shows you exactly where each number applies and why the distinction matters more than either number on its own.
No. Surveys measure opinions. This measures demand. Every figure in the report traces back to real, historical IT support tickets, scored on one consistent classification scheme across automation potential, knowledge potential, service domain, root cause, and impact. It is a structural read of how IT support demand actually behaves, not a poll of what people think about AI.
Eight-plus years as an AI-native ITSM and service desk company, working across hundreds of service desks spanning a broad cross-section of industries, including software, financial services, healthcare, manufacturing, food service, and facilities. All data is fully anonymized and aggregated. No organization, ticket, or individual is identifiable in the report.
Nothing. The report is free to download. We ask for a business email, and the download is instant. There is no sales call requirement and no obligation attached.
No. The report itself is the ten findings and the evidence behind them, written for IT leaders deciding where to point agentic AI, not for a product comparison. The one place we talk about Rezolve.ai directly is in a short closing section, where we explain how to get this same ticket analysis run on your own service desk. Skip it if you only want the findings.
Yes. The report closes with an overview of Rezolve.ai DeskIQ, which applies the same confidence-gated classification used in this benchmark to your own historical tickets, before any commitment or implementation. You would see your own split of automatable, self-serviceable, and human-only demand, rather than an industry average.
Rezolve.ai is an enterprise Agentic AI solution that deploys specialist AI agents for IT and shared services to reduce cost, accelerate resolution, and elevate employee experience.
