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Automation Anywhere has announced that its Autonomous Service Desk solution has fulfilled more than one billion IT service requests, alongside the introduction of new 2026 enhancements designed to help enterprises automate and resolve increasingly complex IT support operations through governed AI execution.
The milestone highlights the growing role of AI-driven service automation in enterprise IT environments as organizations look to reduce operational costs, improve employee productivity, and automate high-volume support workflows at scale.
Automation Anywhere said its Autonomous Service Desk platform is designed to move beyond traditional ticket routing by enabling AI agents to directly resolve employee support requests across enterprise systems.
The platform combines AI agents, workflow orchestration, governance controls, and enterprise integrations to automate IT support operations while reducing reliance on manual escalation processes.
According to the company, analysis across millions of service requests showed AI agents resolving more than 80% of employee support requests on average. Organizations also reported reductions in call volumes, faster issue resolution, and accelerated deployment timelines.
"IT service is one of the clearest places to prove how enterprise AI creates value," said Mihir Shukla, CEO and co-founder of Automation Anywhere. "The work is high-volume, measurable, and directly tied to employee productivity. When AI agents resolve requests across enterprise systems with governed action, companies do more than reduce tickets — they return time and capacity to the business."
Automation Anywhere stated that the latest 2026 updates expand Autonomous Service Desk beyond routine support tasks into more advanced IT service management (ITSM) operations that traditionally require engineering involvement.
The enhanced platform introduces new capabilities tied to:
The company said the solution can now gather contextual information, coordinate actions across systems, and automate issue resolution with governance controls built into operational workflows.
Automation Anywhere also noted that the platform includes integrations with thousands of enterprise applications and a growing library of pre-built AI agents supporting additional IT use cases.
Automation Anywhere highlighted deployment results from BDO Canada, which implemented Autonomous Service Desk to automate employee support operations.
According to the company, BDO Canada achieved:
The company also stated that BDO Canada scaled IT support operations without increasing service desk workload requirements.
"We were looking to boost employee productivity with increased auto-resolution and allow us to drive our IT AI agent journey," said Marco De Lisi, Senior Manager, IT at BDO Canada. "We are very pleased with the rollout of Autonomous Service Desk and are looking forward to expanding our footprint and capabilities."
Automation Anywhere positioned the one billion request milestone as evidence that AI service automation is moving beyond pilot programs into large-scale enterprise production environments.
The company noted that enterprise service requests represent operational bottlenecks tied to employee access, approvals, issue resolution, and workflow execution, all of which can impact productivity and IT operational costs.
Automation Anywhere also cited broader ITSM market growth projections, with industry estimates placing the global ITSM cloud and SaaS market between $10.7 billion and $14.9 billion today, with projected growth reaching as much as $32 billion by 2032.
The company said Autonomous Service Desk is part of its broader portfolio of pre-built enterprise automation solutions spanning finance, IT, customer support, HR, banking, and supply chain operations.
As organizations continue scaling agentic AI and enterprise automation strategies, governed AI execution and autonomous service management are becoming increasingly central to digital transformation initiatives across enterprise IT environments.
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