The presence of AI-based autonomous agents 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 can understand complex contexts, solve technical demands accurately, and provide 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 main customer service channel in around 25% of organizations, according to Gartner.
– a reflection of a global trend towards adopting this advanced technology.
One of the main advantages of generative AI agents is their ability to understand the conversation context. Modern agents retain the details provided by the user throughout the dialogue. This allows them to correctly interpret the intention behind questions and even switch topics without losing context – even if the user digresses or introduces a different topic in the middle of the conversation.
This advanced understanding of natural language drastically reduces misunderstandings and frustrating interactions. With the support of large language models (LLMs), the agent can analyze the user’s sentence in depth, recognize slang or unusual descriptions of problems, and still generate a coherent and relevant response. The result is a much smoother and intuitive conversation, where the user feels genuinely understood.
Ability to solve more complex technical issues
In traditional Service Desks, chatbots often limited themselves to addressing simple doubts (such as password resets or order status) and quickly transferred more complex issues to human attendants. Intelligent virtual agents, on the other hand, can go beyond the trivial and handle more complex technical problems.
Trained on vast datasets and knowledge, they can diagnose less common errors, perform guided troubleshooting procedures, and even consult internal knowledge bases to find unique solutions. Moreover, these AI platforms integrate with corporate systems and ITSM tools, enabling autonomous automated actions.
For instance, a good AI agent can execute entire service flows, like unlocking a user account or remotely reinstalling software, without human intervention. It recognizes the user’s request, verifies necessary information (such as identity or permissions), and then triggers the appropriate APIs or scripts to resolve the case – all within seconds.
This operational autonomy, combined with generative intelligence, allows handling anything from simple cases to more challenging IT incidents, involving the human team only when truly necessary. The impact is directly on efficiency: repetitive tasks are solved at high speed, and support specialists have 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 hours a day, 7 days a week, with immediate responses – something that old bots also promised, but now these responses are more useful and contextual, reducing the need to wait for a human attendant.
Furthermore, communication with a generative AI agent tends to be more humanized: the way of dialogue is less ‘robotic’, with the ability to understand natural language and even personalize responses according to the user’s profile.
Another important point is that these agents have been designed to provide a smooth transition to a human when necessary, which is crucial for satisfaction. Best practices indicate that the chatbot itself should notify the customer that it will connect them to a human agent if it cannot resolve the issue, and then transfer the service without interruptions, so that the human attendant continues from where the bot left off.
This well-orchestrated handover prevents the user from having to repeat information and eliminates that feeling of being ‘trapped’ talking to a machine. In short, generative AI agents simplify and expedite the user’s journey, delivering faster solutions and better quality interactions – which results in greater satisfaction and trust in the company’s IT support.
Away from completely replacing the human team, this new generation of agents works in harmony with support professionals: takes on repetitive and first-level demands, with unmatched speed and accuracy, and frees humans to focus where their expertise is irreplaceable – in unprecedented or high-criticality situations. Specialized professionals are essential to oversee, adjust, and support virtual agents, ensuring that intelligent automation complements, and does not replace, human expertise. In this context, the future of the Service Desk is clear: human teams and intelligent virtual agents working together to build a more strategic, efficient, and user-centered support.
