Deskpro launches private AI help desk for regulated industries

Deskpro has introduced a new AI-powered help desk solution that targets industries grappling with complex regulations, security mandates, and data sovereignty requirements. The launch of Deskpro Private allows organisations in sectors such as financial services, healthcare, government, and defence to deploy AI-driven customer support within their own infrastructure, avoiding risks linked to data transfer outside controlled environments.

AI adoption disparities

Recent research commissioned by Deskpro highlights notable differences in AI adoption across sectors. Only 58% of organisations in regulated industries report using AI, compared to 92% of technology firms. This gap, outlined in the State of AI in Support Operations: Balancing Innovation and Compliance report, underscores the challenge that compliance and security pose to broader adoption of automated support tools in sensitive environments.

Traditional SaaS help desk vendors typically process data via public cloud infrastructure, which presents compliance challenges for organisations subject to strict regulatory oversight. These constraints are especially pronounced where data residency, privacy laws, or internal policies require information to remain within prescribed boundaries.

Deployment flexibility

Deskpro Private introduces deployment options that include an AWS Virtual Private Cloud, on-premise enterprise data centre, or sovereign cloud. Organisations can choose their AI engine from commercial models such as OpenAI, Anthropic Claude, Google Gemini, and Mistral AI, as well as open source and custom large language models. All AI operations are conducted inside the customer's chosen environment, ensuring sensitive data remains within legal and organisational perimeters.

The flexibility extends to enterprise integration. Companies can run AI-driven support workflows-such as chatbots, agent assistance, sentiment analysis, and ticket summarisation-without giving up on compliance requirements or compromising the control of their IT environments.

Enterprise perspectives

The platform's secure approach resonates with users in sectors where privacy and security are non-negotiable. "Deskpro's robust feature set, flexible deployment options, and purpose-built migration tool were a game changer for us. We seamlessly migrated all of our data and ticketing history-past and present-and had our customer support operation up and running without missing a beat. In our industry, privacy and security are non-negotiable, and Deskpro's on-premise solution delivers exactly what we need-and more," said Ed Fineran, President, Atlantech Online.

"The AI revolution has reached help desk platforms, but it's been remarkably exclusive and available only to those willing to hand over their data to third parties. We're changing that," said Brad Murdoch, CEO, Deskpro.

For many enterprises, bridging the divide between operational efficiency and strict regulatory standards has proven difficult. According to Deskpro's research, nearly 80% of hybrid support teams are piloting AI tools, but transitioning to full-scale production depends on establishing governance, security validation, and trust at the enterprise level.

Productivity and control

Deskpro Private offers AI-powered features designed to improve support team efficiency and customer resolution times. Its chatbot deflects tickets and facilitates self-service, while agent assistance tools provide real-time support for service teams. Automated workflows further enhance productivity by summarising multi-threaded discussions and detecting the sentiment of customer interactions.

Integration with existing service channels-including email, chat, phone, messaging tools, and social media-ensures organisations can maintain consistent support experiences without limitations on where or how they deploy the platform.

Market context

The approach aligns with recent industry assessments. "IDC's research indicates security is a high priority for ITSM buyers. There is a clear market opportunity for vendors who can offer a solution that addresses customer concerns related to regulation, compliance, or data sovereignty requirements," said Snow Tempest, Research Manager, IT Service Management at IDC.

Deskpro Private's model is intended to support future advances in AI, enabling integration of evolving providers and foundation models while allowing each organisation to choose the deployment and AI architecture that fits their regulatory and operational environment.