Keeping Up with the Trends: How Optimized Help Desks Can Create Competitive Advantage
Traditional corporate help desks are a thing of the past. Highly manual and reactive legacy models often fail to meet the real-time, evolving needs that are critical to modern business success. As technology becomes a core business enabler, leveraging AI in help desks allows companies to reimagine the function and optimize how support is delivered.
Beyond Outsourcing and Insourcing: The Case for Right Sourcing
Rather than viewing outsourcing or insourcing as a binary choice, leading organizations are adopting right sourcing—a tailored model that aligns service delivery with business risk, value, and complexity.
- Reducing vendor dependency by internally owning Tier 1–3 help desks and escalation chains
- Leveraging managed or cloud services for high-volume, commoditized workloads
- Applying AI-first self-service with human-in-the-loop expertise
How AI Transforms the Help Desk into a Strategic Differentiator
Within a right-sourced model, AI elevates the help desk from a reactive function to a proactive, intelligent platform. AI-enabled capabilities include:
- AI-supported self-service that resolves the majority of routine requests
- Predictive analytics to anticipate demand spikes and system failures
- Intelligent workflow automation to reduce response time and improve service level agreement compliance
- Context-rich escalation that enables faster, higher-quality human intervention
A&M’s Approach to Help Desk Right-Sourcing and Modernization
A&M’s Digital and Technology Services group has the experience and tools needed to help businesses with right sourcing and modernizing human-led, AI-enabled help desks. With a wealth of digital and technology expertise, our team can help build the plan and bring tangible value to a range of client situations.
