# AI Service Desk Agent An AI-powered service desk agent that resolves employee requests instantly inside Slack, Teams, email, and the web portal - understanding intent, taking action, and closing requests without human intervention. ## AI Service Desk Agent An AI-powered [service desk agent](https://docs.harmony.io/ai-agents/getting-started/service-desk-agent) that resolves employee requests instantly, right inside the communication tools your teams already use. It understands intent, takes action, and closes requests without human intervention. ## How AI Service Desk Agent helps your teams Employee support for every service type: answer questions, check policies, retrieve knowledge and company context, and resolve issues in the flow of work ([reset passwords](/agents/password-reset-request), [provision access](/agents/application-access-request), and more) No-touch service management: automatically classify and route each request to the right team, then resolve it Multichannel**:** the Service Desk Agent meets employees wherever they already work, across Slack, Microsoft Teams, email, call centers, and the employee portal Multilingual, 24/7 support: across global teams without scaling headcount Intelligent escalation: hand off to a human agent with full context only when needed ## Built to resolve more requests with less effort - **50-75%**: Resolves 50-75% of requests autonomously: showing value within 48 hours - **5x**: Reduces resolution time by 5x: from days and hours to minutes and seconds - **~$10**: Reduces ticket resolution costs: from dozens of dollars per ticket to just a few ### Work Anywhere Transforms the employee experience: meeting people where they already work (Slack, Teams, Zoom, email, and web portal) ### Always Learning Learns autonomously from every interaction: continuously improving accuracy and coverage from past requests and knowledge ## Powerful capabilities built for enterprise IT - Natural language understanding: across IT, HR, finance, legal, and facilities requests - Deep integration: with your [identity provider](https://docs.harmony.io/integrations/identity-provider/active-directory), [HRIS](https://docs.harmony.io/integrations/hris/syncing-employee-data-from-your-hris), and enterprise systems to take real action, not just answer questions - Contextual awareness: knows who's asking, what they have access to, and what they've asked before - Configurable approval [workflows](https://docs.harmony.io/workflows-and-automation/building-and-managing-workflows) and escalation policies - Real-time [analytics](https://docs.harmony.io/dashboard-and-analytics/analyzing-service-desk-metrics): on resolution rates, deflection, and employee satisfaction ## Explore some of our pre-built agents that work with the AI Service Desk Agent: - [Password Reset Request](/agents/password-reset-request) - [Unlock User Account](/agents/unlock-user-account) - [IdP MFA Reset](/agents/idp-mfa-reset) - [Application Access Request](/agents/application-access-request) - [Group Membership Management](/agents/group-membership-management) - [Device Recovery](/agents/device-recovery) - [Slack & Teams Operations](/agents/slack-teams-operations) ## FAQ ### What is Harmony's AI Service Desk Agent? The AI Service Desk Agent is Harmony's autonomous layer for resolving employee requests across every domain: IT, HR, Finance, and more. It understands what employees are asking and evaluates full context in real time, from searching connected knowledge bases to calling in AI agents that take action, to deliver the right answer automatically. Resolution time drops, manual work disappears, and your IT team is free to focus on what matters. ### How does the AI Service Desk Agent resolve tickets? The Service Desk Agent works through every request in four steps: understanding what's being asked, gathering full context, from your knowledge base to the requester's assets, apps, role, and history, reviewing everything that matches, and surfacing the best solution, tailored to the person and their specific case. You can watch each step happen in real time, right in the agent interface. ### Which channels does the AI Service Desk Agent support? The AI Service Desk Agent handles requests from Slack, Microsoft Teams, email via email-to-ticket, call centers, the self-service portal, auto-classifying and routing every request regardless of channel. ### What knowledge base sources can the AI Service Desk Agent search? Harmony’s AI Service Desk Agent searches across all of your organization’s knowledge sources simultaneously including Confluence, Notion, SharePoint, ServiceNow Knowledge Base, Workvivo, Google Drive, Freshservice Knowledge Base, Simpplr, Harmony’s native Knowledge Base, and other connected repositories. Rather than limiting answers to a single source, Harmony intelligently retrieves and ranks the most relevant information across your entire knowledge ecosystem, surfacing up to three relevant articles with every response. This ensures employees receive accurate, trustworthy answers while maximizing the value of your existing knowledge investments. ### Can the AI Service Desk Agent detect frustrated or at-risk employees? Yes. The AI Service Desk Agent tags every conversation with sentiment (positive, neutral, or negative), interest level, and resolution status, each with a plain-language reasoning explanation, filterable in real time in the conversations viewer. Every employee conversation flows into a single conversations viewer where IT agents can see them all. ### What are the main benefits of the AI Service Desk Agent? The AI Service Desk Agent cuts resolution time. It searches every connected knowledge base and delivers the answer automatically, so your agents never dig for answers again. If you need more than an answer, our prebuilt AI agents are triggered right from the same flow to take action and resolve the whole thing, end to end. Every response comes with up to 3 ranked KB articles for instant verification, and built-in sentiment, interest, and resolution signals flag at-risk conversations before they escalate, no ticket-by-ticket review, no surprises.