Deskpro Makes Enterprise-Grade AI Support Possible for Compliance-Bound Teams

While many enterprises have experimented and integrated AI capabilities into support operations, organizations in regulated industries and security-conscious enterprises have faced an impossible choice: abandon their compliance requirements to implement AI technology or miss out on AI efficiency gains. According to the State of AI in Support Operations: Balancing Innovation and Compliancereport, which surveyed over 200 IT and support leaders across private and public sectors, on average only 58% of healthcare, government, and education organizations currently use AI, compared to 92% of technology companies, underscoring how privacy and regulatory pressures are slowing adoption in sensitive sectors. Traditional SaaS help desk vendors rely on public cloud infrastructure and centralized AI processing, which presents compliance challenges for organizations that must keep data within specific security perimeters or geographic boundaries.

"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 of Deskpro. "Organizations including banks, healthcare systems, aerospace and defense contractors, and government agencies all understand AI's value, but have been left behind by the cloud-only approach to AI-powered support tools, prohibiting them from adopting AI without increasing security risks or violating compliance requirements. Deskpro Private eliminates this dilemma entirely. These organizations can finally modernize support operations with AI-powered help desk software that respects the organization's infrastructure decisions, compliance requirements, and data sovereignty needs."

Deskpro Private Solves Compliance Dilemma with Unique Combination of AI Capabilities and Deployment Flexibility

Deskpro is a secure omnichannel help desk platform offering seamless management of customer and employee interactions across all channels-email, chat, phone, Slack, Microsoft Teams, social media, and more-within a single, unified solution for consistent and personalized support.

Deskpro Private features AI-powered support tools to deliver measurable productivity gains and faster, more accurate resolutions for customers, including an AI Chatbot for ticket deflection and self-service; AI Agent Assist with copilot-style support; and AI workflows such as sentiment analysis, intent detection, and auto-summarization of multi-thread tickets. These capabilities are now available with complete deployment flexibility across any infrastructure, removing the need for organizations to choose between advanced AI features and infrastructure control.

TheState of AI in Support Operations: Balancing Innovation and Compliance report also found that nearly 80% of hybrid support teams are piloting AI, but conversion to production hinges on strong governance, security validation, and enterprise-grade trust. Unlike public cloud-only platforms that require data to flow through public infrastructure, Deskpro Private processes all AI operations within the customer's chosen environment. Organizations can deploy the platform in their existing VPC environment, on-premise data center, or in a sovereign cloud, and securely access their cloud provider's AI foundation model service (e.g., Amazon Bedrock), while keeping all data, infrastructure, and operations within legal jurisdiction.

"At Deskpro, we envision the help desk evolving from a transactional product into a strategic function, an intelligent nerve center where AI can seamlessly orchestrate requests across every channel and deployment model," continued Murdoch. "The market is flooded with hype about overnight AI adoption, but the organizations seeing real value are the ones taking time to do it right. That means giving AI access to the right data, integrating it with enterprise systems, and building organizational readiness from the ground up. Deskpro Private empowers enterprises to harness AI on their own terms, with the security, flexibility, and governance required for genuine return on investment."

Since Deskpro Private is deployed entirely inside an organization's security perimeter, companies can confidently integrate any and all data across their organization to deliver comprehensive, AI-supported experiences for customers and service agents. With secure access to all relevant data, the platform enables customers to get the answers they need via an AI Chatbot without waiting for human intervention, freeing human agents to focus on solving the more complex problems that require empathy and creativity. This foundational security and resulting efficiency drives a tangible ROI, as improved agent and customer retention directly and measurably boosts company performance.

"IDC's research indicates security is a high priority for ITSM buyers," said Snow Tempest, Research Manager, IT Service Management at IDC. "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."

Deskpro's AI of Choice Model Extends Enterprise AI Investments Into the Help Desk

Deskpro customers have the freedom to choose any AI provider to drive the AI features in Deskpro Private, including:

-- Commercial and public model providers: OpenAI, Anthropic Claude, Google Gemini, and Mistral AI

-- Open source and open weight models: Meta Llama, DeepSeek, and OpenAI

-- Custom and private models: LLMs built by enterprises for their internal use

Built for the evolving AI landscape, Deskpro Private offers full support for private AI and a future-ready architecture to support emerging AI providers and other new foundation models as they become available.

Contact Deskpro to schedule a private demonstration of Deskpro Private and discuss how the platform can work within your infrastructure requirements-whether on-premise, in a VPC, or sovereign cloud environment.

Supporting Quotes

"Deskpro has been instrumental in helping us manage our support. The platform's flexibility and customization capabilities have allowed us to maintain visibility across hundreds of tickets while keeping all our sensitive organizational data secure. Having that level of control over our support infrastructure has been extremely valuable." - Claduio De Luca, CEO, Serverplan

"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."- Ed Fineran, President, Atlantech Online

"Deskpro has been instrumental in helping us manage our support. The platform's flexibility and customization capabilities have allowed us to maintain visibility across hundreds of tickets while keeping all our sensitive organizational data secure. Having that level of control over our support infrastructure has been extremely valuable. Since implementing Deskpro, we've expanded beyond IT and now have five other departments using the platform to manage their inter-departmental tickets." - Nicholas Dress, Director IT Service Management, Aurora Mental Health & Recovery

About Deskpro

Deskpro is the developer of AI-driven help desk software that empowers organizations worldwide to deliver exceptional customer and employee experiences that translate directly into tangible ROI, through improved customer and agent retention. Deskpro is the only help desk platform with enterprise-grade security, compliance, and data privacy, enabling all organizations to adopt and deploy AI, even in the most regulated industries and sovereign environments. Deskpro is available as a cloud service, and can also be deployed in VPCs, on-premise, private clouds, and sovereign clouds. Trusted by leading enterprises worldwide in banking, technology, financial services, healthcare systems, aerospace and defense, as well as government agencies, Deskpro is led by experts in enterprise software, customer experience, and customer support. Learn more at Deskpro.com.

Resources

-- Deskpro.com

-- LinkedIn

-- Download the State of AI in Support Operations: Balancing Innovation and Compliance report

View source version on businesswire.com: https://www.businesswire.com/news/home/20251112219171/en/

Contact

Media ContactStephanie FloydBhava Communications for Deskpro[email protected]

© 2025 Business Wire, Inc.Disclaimer:This press release is not a document produced by AFP. AFP shall not bear responsibility for its content. In case you have any questions about this press release, please refer to the contact person/entity mentioned in the text of the press release.