As organizations accelerate AI/ML adoption across service desks, the promise of intelligent automation, virtual agents, and predictive support is undeniable—but so are the challenges. 

What are the true, measurable gains seen in practice versus what remains aspirational or overhyped?

How can leaders differentiate between strategic scaling and shiny tech distractions? 

This discussion will explore the operational, cultural, and ethical hurdles in deploying AI-first service desks, with a focus on governance, trust, and long-term value.