{"id":56095,"date":"2026-09-28T13:49:04","date_gmt":"2026-09-28T12:49:04","guid":{"rendered":"https:\/\/www.topdesk.com\/en\/?p=56095"},"modified":"2026-09-28T14:25:02","modified_gmt":"2026-09-28T13:25:02","slug":"how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/","title":{"rendered":"How AI changes your service desk\u2019s day &#8211; a regular Tuesday, upgraded"},"content":{"rendered":"<p><span data-contrast=\"none\">Your service desk operator\u2019s day-to-day life is changing thanks to the introduction of AI. In this article, we\u2019ll run through what a regular Tuesday might look like before AI, and then we\u2019ll show you how to use TOPdesk Robin to improve the amount of time you have to work on the important tasks that require a human\u2019s attention. You\u2019ll understand how AI for service desk teams is ready to make a material difference to your service desk operator productivity.<\/span><\/p>\n<h2><span data-contrast=\"none\">How an average day at a service desk used to look<\/span><\/h2>\n<p><span data-contrast=\"none\">If you&#8217;ve ever spent a day around a service desk, you&#8217;ll recognize Tom&#8217;s day:<\/span><\/p>\n<ul>\n<li><b><span data-contrast=\"none\">8:40am<\/span><\/b><span data-contrast=\"none\">: Tom arrives at work with a coffee that&#8217;s still too hot. It&#8217;s Tuesday, so he&#8217;s feeling fine.<\/span><\/li>\n<li><b><span data-contrast=\"none\">Just before 9am<\/span><\/b><span data-contrast=\"none\">: He opens his laptop to find 41 tasks. At the top is one from Thomas, who&#8217;s off sick. It&#8217;s been open since last week and three people have already worked on it.<\/span><\/li>\n<li><b><span data-contrast=\"none\">9:00am<\/span><\/b><span data-contrast=\"none\">: Tom tries to work out where Thomas got to. The task has 20 comments. Half just say &#8220;still looking into it,&#8221; which tells him nothing.<\/span><span data-ccp-props=\"{&quot;335559685&quot;:720,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\n<li><b><span data-contrast=\"none\">9:20am<\/span><\/b><span data-contrast=\"none\">: He looks up and realizes he hasn&#8217;t helped anyone yet.<\/span><\/li>\n<li><b><span data-contrast=\"none\">9:30am<\/span><\/b><span data-contrast=\"none\">: Sophie in Finance can&#8217;t find the VPN guide. It&#8217;s the fourth time Tom has had this request that morning. He can&#8217;t just send a link, because it&#8217;s Sophie&#8217;s first time asking. So he writes it all out again.<\/span><\/li>\n<li><b><span data-contrast=\"none\">11:00am<\/span><\/b><span data-contrast=\"none\">: Claire&#8217;s password has expired again. It&#8217;s the third time this month. Tom now knows her dog&#8217;s name and birthday.<\/span><\/li>\n<li><b><span data-contrast=\"none\">12:30pm<\/span><\/b><span data-contrast=\"none\">: A ticket arrives in German. Tom doesn&#8217;t speak German. He uses Google Translate in a tab that&#8217;s been open since 2021.<\/span><\/li>\n<li><b><span data-contrast=\"none\">Lunchtime<\/span><\/b><span data-contrast=\"none\">: Fellow operator Rosa has a family emergency and her tickets come to Tom. Everyone says it&#8217;s all written down somewhere. He grabs lunch from the vending machine and searches the knowledge base.<\/span><\/li>\n<li><b><span data-contrast=\"none\">Early afternoon<\/span><\/b><span data-contrast=\"none\">: His search finds nothing. Rosa&#8217;s team uses its own term for the problem. On the fifth try, Tom finds the article. It&#8217;s two years old and the author has left.<\/span><\/li>\n<li><b><span data-contrast=\"none\">4:45pm<\/span><\/b><span data-contrast=\"none\">: His manager asks for this month&#8217;s numbers. He&#8217;ll need a week.<\/span><\/li>\n<li><b><span data-contrast=\"none\">End of the day<\/span><\/b><span data-contrast=\"none\">: The queue has grown to 46, up from 41 that morning. Tom knows he fixed things. He just can&#8217;t say what.<\/span><\/li>\n<\/ul>\n<p><span data-ccp-props=\"{}\">\u00a0<\/span><span data-contrast=\"none\">Days like these can feel hopeless. Every single task you had to complete yourself. Every answer you had to search for, sort, and write. You leave work feeling depleted like you\u2019ve actually moved backwards; not forwards. In the rest of this article, we\u2019ll show you how an ITSM AI copilot is going to change the game for your operators and end-users.<\/span><\/p>\n<h2><span data-contrast=\"none\">Introducing TOPdesk Robin: AI for service desk teams<\/span><\/h2>\n<p><span data-contrast=\"none\">As we\u2019ve shown, yesterday, for every single ticket, you needed to search, sort and draft a reply by yourself. This is no longer the case thanks to TOPdesk Robin.<\/span><\/p>\n<p><span data-contrast=\"none\">TOPdesk Robin amplifies your team. In practice, this means that it works alongside your team, inside of the places your team already works\u2014in their service management platform. This means that operators benefit from all of Robin\u2019s capabilities, without any additional friction.<\/span><\/p>\n<p><span data-contrast=\"none\">Let\u2019s take a look at some scenarios to see how our new service desk ai assistant, TOPdesk Robin, will help your service team.<\/span><\/p>\n<h2><span data-contrast=\"none\">Scenario 1: Nadia\u2019s travel expense form<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:360,&quot;335559739&quot;:120}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"none\">Nadia, a colleague of Tom, has travelled by train on a business trip, paying for the journey herself. She\u2019s assuming she\u2019ll be remunerated for the travel expense (it\u2019s a business trip, after all), but she doesn&#8217;t know the rule, policy or form for how to access the refund. So, she approaches the service desk.<\/span><\/p>\n<p><span data-contrast=\"none\">Normally, Nadia\u2019s first port of call would be to give a service desk operator a call. But today, she can get the help she needs with TOPdesk Robin.<\/span><\/p>\n<p><span data-contrast=\"none\">TOPdesk Robin is located in the search bar in the Self-Service Portal\u2014exactly where you might expect it to be. Nadia prompts Robin using the question she would use to ask her friend sitting next to her: \u2018How do I refund my travel expenses?\u2019. Nadia hits enter, and Robin begins thinking through the answer.<\/span><\/p>\n<p><span data-contrast=\"none\">Nadia could have asked her colleagues sitting next to her. Maybe one of the people in the room had recently experienced the same issue, and knew how to resolve it. But there was also a risk that their information was outdated.<\/span><\/p>\n<p><span data-contrast=\"none\">Assuming the knowledge, processes and data that make up the foundations of the AI\u2019s inputs, TOPdesk Robin comes back with the information Nadia is looking for. It provides her with the information she needs to help her get to the right form, as well as instructions and important deadlines to make sure she complies with the rules.<\/span><\/p>\n<p><span data-contrast=\"none\">TOPdesk Robin doesn\u2019t guess. It knows that your team has already produced a knowledge item, and it knows where to look. Nadia can also check this information by clicking on it, allowing her to verify the source. Nadia can also see forms suggested. She spots the \u2018submit payment claim\u2019 form. She was actually looking for a \u2018travel expense refund form\u2019. Given the lack of any vocabulary overlap, no keyword would have been triggered, and therefore she wouldn\u2019t have found the form herself. TOPdesk Robin, on the other hand, has all of the context to work this out and show the form to Nadia.<\/span><\/p>\n<h2><span data-contrast=\"none\">Scenario 2: Lena\u2019s application error<\/span><\/h2>\n<p><span data-contrast=\"none\">Lena, another colleague of Tom, is seeing an error in a new application and doesn\u2019t know what to do about it. Instead of calling the service team, she searches for the solution using TOPdesk Robin in her own language: German.<\/span><\/p>\n<p><span data-contrast=\"none\">TOPdesk Robin comes back to Lena explaining that there isn\u2019t an existing knowledge item for her request, and to file a new request with the service desk. A button appears in the conversation, allowing Lena to view an automated draft message to the operator including a summary and all the details for her to check.<\/span><\/p>\n<p><span data-contrast=\"none\">Lena reviews the message, and realises that a piece of the puzzle is missing: she remembers seeing another error message. She adds in that context, and then presses submit. Before she submitted, Lena selected to check the \u2018Include AI conversation\u2019 button. The conversation history is useful context for the operator, but we recognize that some people might not want to show their full conversation history, so we leave the box unchecked on purpose. Lena gets her tracking number and she can track the conversation in the SSP as she would normally.<\/span><\/p>\n<h2><span data-contrast=\"none\">Scenario 3: The operator<\/span><\/h2>\n<p><span data-contrast=\"none\">Tom starts his day by checking open items, and sees the message from Lena. Unfortunately, Tom doesn\u2019t speak German, but rather than use Google Translate or speak to a colleague, he can translate it using TOPdesk Robin.<\/span><\/p>\n<p><span data-contrast=\"none\">He can now see the issue and can work out what to do to resolve it. Tom can also see a number of new items below Lena\u2019s message in blue. These are AI suggestions. Tom can choose to accept these suggestions or not, and if he does, he gets useful additional context and hits save.<\/span><\/p>\n<p><span data-contrast=\"none\">Tom\u2019s now ready to start problem-solving. Using Robin\u2019s AI ticket summarisation feature, Tom sees that there\u2019s no existing knowledge item in the knowledge base to use to generate a response. So, Tom asks his colleagues what\u2019s going on, and learns that Lena wasn\u2019t granted access to the software.<\/span><\/p>\n<p><span data-contrast=\"none\">He replies to Lena, explaining she\u2019s been given access. He clicks the writing assistant, which gives Tom options to fix his typos and choose a style for the message: friendly, professional, etc., and then generates the reply and sends the message.<\/span><\/p>\n<p><span data-contrast=\"none\">Tom now notices a second ticket from Emma. He checks the log and notices around 60 entries back and forth over a number of months. Rather than read them all, he chats with Robin to summarise the ticket, and highlight the main problem\u2014which appears to be a VPN connection issue. So, he asks Robin to help solve the problem. Robin scans the knowledge base, and presents the knowledge to Tom. Tom copies the knowledge into his reply. He tops and tails the copied text with some further instructions to Emma. He notices that Emma is a senior manager, so he uses the writing assistant to change the tone to professional. Problem solved, so he resolves the ticket.<\/span><\/p>\n<h3><span data-contrast=\"none\">Conclusion<\/span><\/h3>\n<p><span data-contrast=\"none\">Compare the three scenarios above to the example of an average Tuesday at the start of this article. Hopefully, you can see how TOPdesk Robin could help breathe a breath of fresh air into your service desk operations, eliminating bottlenecks and improving service desk delivery. Start adopting our AI feature to improve your team\u2019s workday. AI features not a part of your plan? Contact us.<\/span><\/p>\n<p><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Your service desk operator\u2019s day-to-day life is changing thanks to the introduction of AI. In this article, we\u2019ll run through what a regular Tuesday might look like before AI, and then we\u2019ll show you how to use TOPdesk Robin to improve the amount of time you have to work on the important tasks that require<\/p>\n","protected":false},"author":385,"featured_media":56031,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-56095","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":27042,"blog_hubspot_cta_link":"","toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How AI changes your service desk\u2019s day - a regular Tuesday, upgraded | TOPdesk<\/title>\n<meta name=\"description\" content=\"How does AI change the work at a service desk? Follow Tom through a regular Tuesday, with and without TOPdesk Robin by his side.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How AI changes your service desk\u2019s day - a regular Tuesday, upgraded | Better support, happy customers | TOPdesk\" \/>\n<meta property=\"og:description\" content=\"How does AI change the work at a service desk? Follow Tom through a regular Tuesday, with and without TOPdesk Robin by his side.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/\" \/>\n<meta property=\"og:site_name\" content=\"T1 TOPdesk - EN\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/TOPdesk\/\" \/>\n<meta property=\"article:published_time\" content=\"2026-09-28T12:49:04+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-09-28T13:25:02+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/Unlocked_AI-upgraded.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1731\" \/>\n\t<meta property=\"og:image:height\" content=\"866\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Niek\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Niek\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"7 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/\"},\"author\":{\"name\":\"Niek\",\"@id\":\"https:\/\/www.topdesk.com\/en\/#\/schema\/person\/28f615f1294fbdee7281d81ddc9356fd\"},\"headline\":\"How AI changes your service desk\u2019s day &#8211; a regular Tuesday, upgraded\",\"datePublished\":\"2026-09-28T12:49:04+00:00\",\"dateModified\":\"2026-09-28T13:25:02+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/\"},\"wordCount\":1503,\"publisher\":{\"@id\":\"https:\/\/www.topdesk.com\/en\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/Unlocked_AI-upgraded.jpg\",\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/\",\"url\":\"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/\",\"name\":\"How AI changes your service desk\u2019s day - a regular Tuesday, upgraded | TOPdesk\",\"isPartOf\":{\"@id\":\"https:\/\/www.topdesk.com\/en\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/Unlocked_AI-upgraded.jpg\",\"datePublished\":\"2026-09-28T12:49:04+00:00\",\"dateModified\":\"2026-09-28T13:25:02+00:00\",\"description\":\"How does AI change the work at a service desk? Follow Tom through a regular Tuesday, with and without TOPdesk Robin by his side.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/#primaryimage\",\"url\":\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/Unlocked_AI-upgraded.jpg\",\"contentUrl\":\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/Unlocked_AI-upgraded.jpg\",\"width\":1731,\"height\":866},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.topdesk.com\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"How AI changes your service desk\u2019s day &#8211; a regular Tuesday, upgraded\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.topdesk.com\/en\/#website\",\"url\":\"https:\/\/www.topdesk.com\/en\/\",\"name\":\"TOPdesk\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\/\/www.topdesk.com\/en\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.topdesk.com\/en\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.topdesk.com\/en\/#organization\",\"name\":\"TOPdesk\",\"url\":\"https:\/\/www.topdesk.com\/en\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.topdesk.com\/en\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/TOPdesk_RGB_Logo.svg\",\"contentUrl\":\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/TOPdesk_RGB_Logo.svg\",\"width\":1,\"height\":1,\"caption\":\"TOPdesk\"},\"image\":{\"@id\":\"https:\/\/www.topdesk.com\/en\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/TOPdesk\/\",\"https:\/\/www.instagram.com\/topdeskuk\/\",\"https:\/\/www.linkedin.com\/company\/topdesk\/\",\"https:\/\/www.youtube.com\/user\/topdesk\",\"https:\/\/en.wikipedia.org\/wiki\/TOPdesk\",\"https:\/\/www.gartner.com\/reviews\/market\/it-service-management-platforms\/vendor\/topdesk\",\"https:\/\/www.capterra.com\/p\/127562\/TOPdesk\/\",\"https:\/\/www.trustradius.com\/products\/topdesk\/reviews\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.topdesk.com\/en\/#\/schema\/person\/28f615f1294fbdee7281d81ddc9356fd\",\"name\":\"Niek\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.topdesk.com\/en\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/d4993839608426bfc7966a71c378ce7a8501850e5e19ddefbc982417d3d82cf5?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/d4993839608426bfc7966a71c378ce7a8501850e5e19ddefbc982417d3d82cf5?s=96&d=mm&r=g\",\"caption\":\"Niek\"}}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"How AI changes your service desk\u2019s day - a regular Tuesday, upgraded | TOPdesk","description":"How does AI change the work at a service desk? Follow Tom through a regular Tuesday, with and without TOPdesk Robin by his side.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/","og_locale":"en_US","og_type":"article","og_title":"How AI changes your service desk\u2019s day - a regular Tuesday, upgraded | Better support, happy customers | TOPdesk","og_description":"How does AI change the work at a service desk? Follow Tom through a regular Tuesday, with and without TOPdesk Robin by his side.","og_url":"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/","og_site_name":"T1 TOPdesk - EN","article_publisher":"https:\/\/www.facebook.com\/TOPdesk\/","article_published_time":"2026-09-28T12:49:04+00:00","article_modified_time":"2026-09-28T13:25:02+00:00","og_image":[{"width":1731,"height":866,"url":"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/Unlocked_AI-upgraded.jpg","type":"image\/jpeg"}],"author":"Niek","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Niek","Est. reading time":"7 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/#article","isPartOf":{"@id":"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/"},"author":{"name":"Niek","@id":"https:\/\/www.topdesk.com\/en\/#\/schema\/person\/28f615f1294fbdee7281d81ddc9356fd"},"headline":"How AI changes your service desk\u2019s day &#8211; a regular Tuesday, upgraded","datePublished":"2026-09-28T12:49:04+00:00","dateModified":"2026-09-28T13:25:02+00:00","mainEntityOfPage":{"@id":"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/"},"wordCount":1503,"publisher":{"@id":"https:\/\/www.topdesk.com\/en\/#organization"},"image":{"@id":"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/#primaryimage"},"thumbnailUrl":"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/Unlocked_AI-upgraded.jpg","inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/","url":"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/","name":"How AI changes your service desk\u2019s day - a regular Tuesday, upgraded | TOPdesk","isPartOf":{"@id":"https:\/\/www.topdesk.com\/en\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/#primaryimage"},"image":{"@id":"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/#primaryimage"},"thumbnailUrl":"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/Unlocked_AI-upgraded.jpg","datePublished":"2026-09-28T12:49:04+00:00","dateModified":"2026-09-28T13:25:02+00:00","description":"How does AI change the work at a service desk? Follow Tom through a regular Tuesday, with and without TOPdesk Robin by his side.","breadcrumb":{"@id":"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/#primaryimage","url":"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/Unlocked_AI-upgraded.jpg","contentUrl":"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/Unlocked_AI-upgraded.jpg","width":1731,"height":866},{"@type":"BreadcrumbList","@id":"https:\/\/www.topdesk.com\/en\/blog\/how-ai-changes-your-service-desks-day-a-regular-tuesday-upgraded\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.topdesk.com\/en\/"},{"@type":"ListItem","position":2,"name":"How AI changes your service desk\u2019s day &#8211; a regular Tuesday, upgraded"}]},{"@type":"WebSite","@id":"https:\/\/www.topdesk.com\/en\/#website","url":"https:\/\/www.topdesk.com\/en\/","name":"TOPdesk","description":"","publisher":{"@id":"https:\/\/www.topdesk.com\/en\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.topdesk.com\/en\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.topdesk.com\/en\/#organization","name":"TOPdesk","url":"https:\/\/www.topdesk.com\/en\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.topdesk.com\/en\/#\/schema\/logo\/image\/","url":"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/TOPdesk_RGB_Logo.svg","contentUrl":"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/TOPdesk_RGB_Logo.svg","width":1,"height":1,"caption":"TOPdesk"},"image":{"@id":"https:\/\/www.topdesk.com\/en\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/TOPdesk\/","https:\/\/www.instagram.com\/topdeskuk\/","https:\/\/www.linkedin.com\/company\/topdesk\/","https:\/\/www.youtube.com\/user\/topdesk","https:\/\/en.wikipedia.org\/wiki\/TOPdesk","https:\/\/www.gartner.com\/reviews\/market\/it-service-management-platforms\/vendor\/topdesk","https:\/\/www.capterra.com\/p\/127562\/TOPdesk\/","https:\/\/www.trustradius.com\/products\/topdesk\/reviews"]},{"@type":"Person","@id":"https:\/\/www.topdesk.com\/en\/#\/schema\/person\/28f615f1294fbdee7281d81ddc9356fd","name":"Niek","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.topdesk.com\/en\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/d4993839608426bfc7966a71c378ce7a8501850e5e19ddefbc982417d3d82cf5?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/d4993839608426bfc7966a71c378ce7a8501850e5e19ddefbc982417d3d82cf5?s=96&d=mm&r=g","caption":"Niek"}}]}},"_links":{"self":[{"href":"https:\/\/www.topdesk.com\/en\/wp-json\/wp\/v2\/posts\/56095","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.topdesk.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.topdesk.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.topdesk.com\/en\/wp-json\/wp\/v2\/users\/385"}],"replies":[{"embeddable":true,"href":"https:\/\/www.topdesk.com\/en\/wp-json\/wp\/v2\/comments?post=56095"}],"version-history":[{"count":3,"href":"https:\/\/www.topdesk.com\/en\/wp-json\/wp\/v2\/posts\/56095\/revisions"}],"predecessor-version":[{"id":56120,"href":"https:\/\/www.topdesk.com\/en\/wp-json\/wp\/v2\/posts\/56095\/revisions\/56120"}],"acf:post":[{"embeddable":true,"href":"https:\/\/www.topdesk.com\/en\/wp-json\/wp\/v2\/person\/27042"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.topdesk.com\/en\/wp-json\/wp\/v2\/media\/56031"}],"wp:attachment":[{"href":"https:\/\/www.topdesk.com\/en\/wp-json\/wp\/v2\/media?parent=56095"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}