Every day, our Service Desk resolves a steady stream of everyday IT issues: password resets, Outlook and Teams problems, printers and access requests. Each one matters to the person waiting for it, and each one draws on knowledge our team has built up over many years.
Now we're using AI to put that knowledge to work faster. We've introduced AI agents on our Service Desk, developed with our technology partner PowerServe, to help our engineers find the right answer in seconds.
This article explains what's changing, how it works, and what it means for you. The short version: nothing changes in how you contact us, and you'll always deal with a real person.
If you have any questions about the change, our team is happy to talk it through.
TL;DR
- We’ve introduced AI agents on our Service Desk, developed with our technology partner PowerServe.
- They draw on our knowledge base of proven fixes and guides, so everyday issues are resolved faster.
- That frees up more engineer time for complex problems, projects and improvements.
- Our engineers oversee the AI agents and check their suggestions, and you’ll always deal with a real person.
- Nothing changes for you: keep raising tickets by phone, email or the backwards red R icon in your system tray.
Why We’re Doing This
Over the years, our team has built up a large knowledge base: fixes we’ve tested, step-by-step guides, and notes on how each of our clients’ systems is set up. It’s one of the reasons we can resolve so many issues quickly. But finding exactly the right article, at exactly the right moment, still takes time.
Our new AI agents change that. Since 9th November, they’ve been helping our engineers tap into all of that knowledge in seconds, so you get back to work sooner.
About PowerServe
We’re working with PowerServe, a UK-based data and AI specialist. Their AI agents go beyond simply answering questions: they draw on trusted knowledge sources, can carry out routine tasks, and can follow multi-step processes across business systems - always with human oversight and control.
How It Works
- You raise a ticket as usual - by phone on 020 7317 4535, by email to support@reflectiveit.com, or with the red R icon. Nothing changes for you.
- Our AI agents get to work - they read the ticket, search our knowledge base for similar issues and proven fixes, and can take care of routine steps.
- Our engineer stays in control - they check the suggested fix is right for you and your setup, then apply it or walk you through it.
- Complex issues get more attention - with everyday tickets resolved faster, our engineers have more time for the problems that need deeper investigation.
What It Means for You
- Faster fixes for common issues, such as password resets, Outlook and Teams problems, printers and access requests.
- More consistent answers, because every engineer can draw on the same proven fixes.
- More engineer time for complex issues, projects and improvements to your IT.
- The same people you know - your Technical Account Manager and our Service Desk team are still here, and still in charge.
A Human Is Always in Charge
AI is there to help our team, not replace them. Our engineers oversee the AI agents and check their suggestions, and you’ll always be able to speak to a real person.
Data security matters to us as much as it does to you. As an ISO 27001 certified business, we’ve chosen our partner and set up the AI agents with security and confidentiality in mind.
Reflective IT tip: The more detail you include when you raise a ticket - what you were doing, any error messages, and a screenshot if you can - the faster we (and our AI agents) can find the right fix.
Interested in what AI agents could do for your own business? The same technology helping our Service Desk can automate routine tasks and put your own knowledge to work. We’d be happy to talk through what’s possible.
Speak to the Reflective IT team about AI agents, or call us on 020 7317 4535.
