AI-powered service transformation: why ChatGPT is just the beginning

AI is transforming IT service management, but some organisations see it as a quick fix rather than a long-term strategy. We take a different approach, by using AI not just to automate tasks, but to also build AI literacy, support better decision-making, and continuously evolve our service quality.

A prime example is our UK-based service desk, where over 400 agents support 80 major clients 24/7, handling millions of contacts annually. With 13 years of 5-star accreditation and a +93% client satisfaction score, our service desk is recognised for delivering consistently high-quality support. While AI has been part of our strategy for years, we recently integrated ChatGPT Enterprise to streamline automation, improve knowledge management, and enhance real-time agent support. The results speak for themselves: faster issue resolution, fewer errors, and agents who feel better equipped to handle complex challenges.

Beyond the hype: AI that enables agents

AI adoption isn’t just about efficiency, it’s also about helping employees become more proficient at what they do. That’s why we built an AI working group of frontline agents, managers, and technical specialists to ensure AI delivers real operational value. By embedding AI into day-to-day workflows, our agents are more informed, more confident, and more effective in delivering exceptional service.

Key improvements include:

• Faster resolution times – Agents using ChatGPT for real-time support cut average handling time by 8% while maintaining high service quality.
• Greater accuracy, better service – Ticket-handling error rates dropped from 3-6% to below 1%, reducing reassignments and improving customer experience.
• Smarter, more empowered agents – AI-assisted decision-making ensures our people have instant access to relevant knowledge, helping them resolve issues more effectively.
• Preserving human connections – AI enhances efficiency, but our commitment to personal, people-first service for our clients remains central. By automating routine tasks, AI enables our agents to spend more time on complex issues, providing empathy, understanding, and expert judgment where it matters most.

AI as a tool, not the destination

ChatGPT has played an important role in advancing our operations, but it’s just one part of our broader strategy to support our people and keep improving service quality. The real transformation will come with AIOps (AI for IT Operations), where automation, predictive analytics, and machine learning take over routine tasks before they escalate. Generative AI is useful now, but the tool itself doesn’t matter. What matters is our ability to apply the best AI technology to drive continuous progress.

Scaling AI where it makes a difference

Beyond frontline support, we’ve built AI-powered tools to improve service desk operations at every level:

• Manager GPT – Automates reporting, saving 50+ hours per month across 16 managers.
• Incident trend analysis – Identifies patterns in service requests, enabling proactive fixes before they escalate.
• Recruitment and training enhancements – AI-driven insights refine hiring and onboarding, ensuring better skills alignment and stronger support for neurodiverse employees.

Looking ahead: the future is proactive, not reactive

We’re not just embedding AI into our service desk. We’re creating an ecosystem where AI learns from real-world interactions and helps our teams deliver even better service. The future of IT operations isn’t about replacing people; it’s about using AI to anticipate issues, provide faster resolutions, and free up our agents to focus on more valuable, complex tasks.

Join us on the journey

AI is no longer an experiment; it’s now a fundamental part of modern service delivery. But success doesn’t come from adopting a single tool; it comes from a strategic, evolving approach that continuously integrates the best available technology. At CGI, we’re committed to staying ahead of the curve and using AI to achieve meaningful outcomes.

If you’re exploring how AI can transform your service operations, we’d love to connect. Get in touch if you’d like to see our UK service desk in action, or to discuss how we can help you apply AI in a way that delivers real, measurable impact.