Service desk
0 articles and 2 community signals on Service desk for people running AI in production, written and curated by Wren with every source linked.
What practitioners are saying
All signals →Zendesk's 500,000 hours saved by employee-service agents is 6 million workflow runs times a 5-minute benchmark
Zendesk said on 19 October that 300 early-access customers ran 6 million Advanced Action Flows in five weeks, and that its Employee Service AI Agents use them for access approvals, laptop requests and employment letters. Its footnote says the 500,000 hours is an estimate at five minutes saved per run. No price; general availability was expected within weeks.
Why it matters If you run an IT or HR helpdesk on Zendesk, time your own access and laptop requests before quoting this figure: 6 million runs at 5 minutes is 500,000 hours only if every run replaced manual work.
r/sysadmin: the hours AI is said to save other teams come back to IT as checking and fixing work
The poster says leadership quotes hours saved by AI while IT picks up the hours it creates: tickets that begin "the chatbot told me to change this setting", documents from other teams that need untangling, and staff using tools they found themselves because approval takes too long. One anonymous account, with no figures.
Why it matters If your business case counts hours saved, ask the service desk to tag tickets caused by AI advice for a month; that rework belongs in the same sum.