The presence of autonomous agents based on Artificial Intelligence in first-level support is no longer a distant promise – it is a practical and growing reality in Brazil. Unlike traditional chatbots, these virtual agents are capable of understanding complex contexts, solving technical demands with precision, and providing a user experience very close to human interaction. This technological advancement is redefining the role of the Service Desk in organizations, making it more efficient, agile, and strategically relevant.
Indeed, projections indicate that by 2027, AI agents will be the primary customer service channel in about 25% of organizations, according to Gartner
– a reflection of a global trend in adopting this advanced technology.
One of the main advantages of generative AI agents is their ability to understand the context of the conversation. Modern agents retain in memory the details provided by the user throughout the dialogue. This allows them to correctly interpret the intent behind questions and even switch topics without losing context – even if the user digresses or introduces a different subject mid-support.
This advanced understanding of natural language drastically reduces misunderstandings and frustrating interactions. With the support of large language models (LLMs), the agent can deeply analyze the user’s sentence, recognize slang or unusual problem descriptions, and still generate a coherent and relevant response. The result is a much smoother and more intuitive conversation, where the user feels genuinely understood.
Ability to resolve more complex technical issues
In traditional Service Desks, chatbots were often limited to solving simple queries (like password resets or order status) and quickly transferred more complex problems to human agents. Intelligent virtual agents, however, can go beyond the trivial and handle technically complex issues.
Trained on vast datasets and knowledge, they can diagnose less common errors, execute guided troubleshooting procedures, and even consult internal knowledge bases to find novel solutions. Additionally, these AI platforms integrate with corporate systems and ITSM tools, enabling autonomous automated actions.
For example, a good AI agent can execute entire support workflows, such as unlocking a user account or remotely reinstalling software, without human intervention. It recognizes the user’s request, verifies necessary information (like identity or permissions), and then triggers the appropriate APIs or scripts to resolve the case – all in seconds.
This operational autonomy, combined with generative intelligence, allows handling everything from simple cases to more challenging IT incidents, involving human teams only when truly necessary. The impact is direct on efficiency: repetitive tasks are resolved at high speed, and support specialists gain time to focus on truly complex or strategic problems.
Enhanced user experience
The new virtual agents offer a much richer and more satisfying experience. First, they are available 24/7, with immediate responses – something old bots also promised, but now these responses are more useful and contextual, reducing the need to wait for a human agent.
Moreover, communication with a generative AI agent tends to be more humanized: the dialogue is less ‘robotic,’ with the ability to understand natural language and even personalize responses based on the user’s profile.
Another important point is that these agents are designed to provide a smooth transition to a human when needed, which is crucial for satisfaction. Best practices suggest that the chatbot itself should inform the customer that it will connect them to a human agent if it cannot resolve the issue, then transfer the support seamlessly, allowing the human agent to continue where the bot left off.
This well-orchestrated handoff prevents users from repeating information and eliminates the feeling of being ‘stuck’ talking to a machine. In summary, generative AI agents simplify and streamline the user journey, delivering faster solutions and higher-quality interactions – which translates to greater satisfaction and trust in the company’s IT support.
Far from completely replacing human teams, this new generation of agents works in harmony with support professionals: handling repetitive and first-level demands with unmatched speed and precision, freeing humans to focus where their expertise is irreplaceable – in novel or high-criticality situations. Specialized professionals are essential to supervise, adjust, and support virtual agents, ensuring that intelligent automation complements, rather than replaces, human expertise. In this context, the future of the Service Desk is clear: human teams and intelligent virtual agents working together to build more strategic, efficient, and user-centric support.
