European organizations recognize the benefits generative AI can offer the IT service desk. The technology offers rapid assistance to employees experiencing technical issues at any time of day. Over three-quarters (78%) of European organizations say generative AI plays a critical role in reducing downtime, compared with 62% of US and 55% of Asia-Pacific (APAC) organizations.
Encouraged by outcomes around IT support, European organizations are looking to expand their use of generative AI. Over two-thirds (67%) are comfortable allowing the technology to operate independently in the service desk environment, versus 58% of US and 53% of APAC organizations.
European organizations are bolstering their commitment with further investment: 64% have increased spending on built-in generative-AI-supported service desk solutions. Just over half (51%) of US organizations and 40% of APAC-based organizations have taken the same approach.
