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The days of the traditional IT helpdesk are numbered as artificial intelligence (AI) solutions are emerging as part of a new proactive model known as the “experience desk,” focusing on improving employee experience. According to a Nexthink survey of 1,000 IT workers from the USA, UK, Germany, and France, nearly all respondents believe that the classic helpdesk will be unrecognizable by 2027.
Experience-Centric Help Desks
Modern business needs are changing as IT environments are growing increasingly complex. The desire to shift to an experience-driven model reflects this. Nexthink’s survey reveals that 87% of IT workers find the current incident response approach economically unsustainable unless more proactive capabilities are added. The essence of proactivity lies in predicting issues before they occur. To do that, AI and automation in helpdesks are mandatory.
Nearly 96% of IT professionals see proactivity as important in handling IT incidents. They argue that being proactive is crucial to protecting productivity and ensuring a positive digital experience for employees.
“The ultimate value of any technology is how well it enables people to do their jobs and how it impacts overall company productivity,” said Yassine Zaied, Chief Strategy Officer at Nexthink. “Right now, businesses are spending billions on digital transformation yet seeing mixed results at best. Whether it’s underperforming devices, failed adoption projects, or botched migrations, business efficiency is constantly being halted by poor digital experiences.”
With AI and automation being integrated into IT services, many companies are already seeing the benefits—helpdesks are evolving from reactive problem solvers to critical productivity enablers.
Challenges Before AI Can Takeover
This new model, called the “experience desk,” aims to prioritize employee satisfaction first. Rather than waiting for a ticket to arrive, IT teams will leverage AI tools to stifle potential problems before they impact employees. This aims to boost productivity across organizations, making work smoother and reducing downtime.
However, transitioning to this new model comes with its own set of challenges. Nearly three-quarters of IT workers expressed concern that employees might resist the push toward self-service solutions. It was also found that 75% of respondents believed that insufficient training would greatly stall the adoption of new tools. Regardless, 92% of IT professionals feel confident that the service desk will evolve into an experience-centric role, helping employees focus on their tasks rather than dealing with IT headaches.
To make this vision a reality, IT teams need to develop new skills, and the survey discovered three key areas for upskilling. This includes understanding employee experience (58%), developing generative AI skills (57%), and the ability to provide technological training (53%). These skills will help align technology with employee needs, turning IT from a support role into a key driver of business efficiency.
The experience desk model—fueled by AI and automation—may soon redefine how businesses support their employees, shifting the focus from problem-solving to experience-building. As Zaied puts it, efficiency isn’t merely a technical issue—it’s about the day-to-day human experience.
