AI without the Hype: Practical Automation Wins in the Higher Ed Service Desk

Artificial intelligence is everywhere in higher education conversations, but many service desk leaders are asking a simpler question: What actually works? This practitioner-led panel moves beyond AI buzzwords to share practical automation strategies that have delivered measurable impact in higher ed IT environments. Panelists will discuss how they identified low-risk, high-impact opportunities to introduce AI and automation into their service desks by improving response times, reducing staff workload, and enhancing student satisfaction without over-engineering their environments. From AI-powered knowledge management and conversational virtual agents handling common student issues (password resets, account access, Wi-Fi, LMS support), to back-end workflow automation that reduces manual ticket triage, attendees will hear what delivered results and what did not. Panelists will also address governance, change management, and staff adoption challenges, including how to avoid “AI fatigue” and maintain a human-centered support experience. Attendees will leave with a practical roadmap for getting started: where to begin, how to measure success, and how to scale automation responsibly in a higher education context. This session is designed for IT service management leaders, CIOs, service desk managers, and digital transformation teams seeking actionable insights from peers who have successfully implemented AI—without the hype.