The AI-Ready Service Desk
Webinar series
Webinar 1: Set Up for AI Success: data, governance and the road to agentic AI
14th October, 14:00 - 15:00.
AI is moving fast and the pressure to adopt it is real. But AI amplifies whatever your service desk already is. Feed it healthy data and sound processes and it accelerates good outcomes; feed it years of inconsistent, unstructured history and it will confidently scale the mess.
This opening session sets the foundations for adopting AI on the service desk. We share where Hornbill's AI capabilities are today and where they are heading, including a first look at our agentic AI and beta programme. We explain the real difference between generative and agentic AI and what it means for your data and your teams. Most importantly, we look at what data and governance readiness actually involves, and the practical steps you can take now so you are positioned to realise value rather than risk.
You will leave understanding the opportunity, the genuine risks, and a clear readiness roadmap you can act on, whether you adopt today or in twelve months.
Webinar One Registration
Webinar 2 - Agent Efficiency Meets Agentic AI: insight, action and the human in the loop
21st October, 14:00 - 15:00.
Agent Efficiency, powered by generative AI, already gives service desk agents useful shortcuts: drafting, summarising and rephrasing in the flow of work. Agentic AI is the next step. It brings insight, prioritisation and proactive next-best-action into the agent's day, so teams make better decisions faster.
But more capable AI raises the stakes. The agent becomes the essential human in the loop, and that only works when people understand what the AI is doing and stay accountable for the outcome. Deferring blame to a suggestion is not the same as exercising judgement, so training and accountability matter as much as the technology. We also cover the controls that keep the right data with the right people.
Through a guided show and tell of Hornbill's agent-facing AI, including Insight and the Agent Assistant, you will see how agentic AI changes the quality of service and the experience of doing the work, and what that means for your team.
Webinar Two Registration
Webinar 3: Driving Agent Deflection: AI-powered self-service done right
4th November, 14:00 - 15:00.
Agent Efficiency, powered by generative AI, already gives service desk agents useful shortcuts: drafting, summarising and rephrasing in the flow of work. Agentic AI is the next step. It brings insight, prioritisation and proactive next-best-action into the agent's day, so teams make better decisions faster.
But more capable AI raises the stakes. The agent becomes the essential human in the loop, and that only works when people understand what the AI is doing and stay accountable for the outcome. Deferring blame to a suggestion is not the same as exercising judgement, so training and accountability matter as much as the technology. We also cover the controls that keep the right data with the right people.
Through a guided show and tell of Hornbill's agent-facing AI, including Insight and the Agent Assistant, you will see how agentic AI changes the quality of service and the experience of doing the work, and what that means for your team.
Webinar Three Registration
Additional resources
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HAi FAQs - Answers to common questions around Articifial Intelligence and Hornbill.
- Hornbill Connect Events November 2026 - Experience the new HAi capabilities mode with hands-on activities at our London and Manchester Connect events.
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HAi overview - Explore other HAi resources on the Hornbill wesbite, including short video emos and more.