Post by Buchanan Technologies

The service desk conversation has shifted. It's no longer "how much can we automate," it's "where does AI actually create value, and where does it need a human in the loop." In our latest piece, Tyler Hayes, Director of Digital Services, breaks down what that balance looks like in practice. A few things worth sitting with: - AI is genuinely strong at scale. Routine requests, resets, zero-touch resolution — where consistency matters more than judgment. - But complex, ambiguous, or emotionally charged situations still need a human who can read context AI can't. - The service desk role itself is shifting from "ticket closer" to something closer to an orchestrator, someone managing exceptions and governing how AI agents operate, not just executing tasks. As Tyler puts it: "The real question is no longer whether AI belongs in the service desk. The question is how leaders design a model where AI scales intelligently and humans govern responsibly." Worth a read if you're rethinking what your support model should look like in 2026: https://hubs.ly/Q04pw2__0