Lower Service Desk Costs with Agentic AI-Powered Self-Service

In today’s hybrid workplaces, employees expect seamless digital experiences, yet IT service desks are buckling under rising ticket volumes and mounting costs. Gartner notes that market volatility and hybrid working have driven a surge in incidents, overloading service desk staff, increasing costs, and eroding service quality. Outdated ITSM practices make matters worse by prolonging resolution times and forcing many issues back to L1 support. 

The pressure to improve efficiency while cutting costs has never been higher. In fact, Gartner projects that by 2029, organizations that modernize ITSM with intelligent automation will reduce service desk incidents and requests by 60% compared to 2025 (Source: 3 Steps to Optimize Your IT Service Desk, 15 July 2025).

Why Legacy Self-Service Falls Short 

Traditional self-service portals and chatbots were designed to deflect tickets or serve up knowledge base articles. While helpful, they rarely resolve issues end-to-end. The result is frustrated employees, repeated escalations, and wasted L1 effort. What enterprises need is a solution that doesn’t just deflect but actually diagnoses and fixes issues. 

Enter Aternity Self-Service 

Introducing Aternity Self-Service, an agentic AI-powered engine that puts users in control of IT support. Triggered by a user request, Aternity Self-Service automatically handles triage, diagnosis, and remediation, without waiting on IT. The agent runs endpoint and network diagnostics, applies fixes, and confirms resolution. If the issue persists, it creates a fully contextualized ticket and bypasses Level 1 support entirely. The result? Fewer tickets, faster resolution, and a lighter load on the service desk. Unlike chatbots, Aternity Self-Service fully handles: 

• Lowering ticket volume by eliminating repetitive triage 

• Speeding up MTTR so employees return to work quickly 

• Fast integration with Microsoft Teams, ServiceNow, or Moveworks 

Real-World Example 

Consider a common scenario: an employee reports issues with Microsoft Teams. Instead of waiting in a queue for an L1 agent, Aternity immediately runs diagnostics, identifies a service crash, restarts the affected processes, and validates that Teams is back online. If the issue persists, a ticket with full diagnostic detail is generated for higher-level support. The employee gets back to work in minutes, not hours, and IT avoids another time-consuming manual triage. 

The Bigger Picture: Transform IT Support with Agentic AI 

Adopting agentic AI-powered self-service in IT support is about more than just reducing costs. It’s a strategic shift that elevates employee experience, accelerates issue resolution, and empowers IT teams to focus on higher-value initiatives. By streamlining workflows and minimizing manual interventions, employees can independently resolve IT problems, leading to faster outcomes and fewer disruptions. This not only drives significant savings but also boosts overall productivity throughout the organization. 

With Aternity’s agentic AI capabilities, companies gain a more scalable, efficient, and future-ready IT environment. Employees spend less time waiting for support and more time on their core tasks, while IT teams redirect their attention to initiatives that deliver greater business value. Ultimately, this modern approach fosters an agile workplace equipped to meet today’s digital demands and tomorrow’s challenges. 

Request a demo today to reduce ticket noise, accelerate resolution, and upgrade your digital employee experience.