What efficiency measures are help desks actually adopting?

The survey shows 47.7% have adopted or are considering inquiry-support tools, 45.0% chatbots, and 41.4% outsourcing to external specialists, all up sharply from 2025.

Why are workloads rising despite these tools?

Canon MJ's Miyuki Kosakai says the cause originates at the stage of introducing these measures, before they can reduce burden. Staff increases fell from 44.0% to 28.8% as firms shifted to tools and partners.

Who conducted the survey and when?

Canon Marketing Japan surveyed 111 people handling IT help desks at companies with 300 to 1,000 employees, conducted June 12–15, 2026.

Top Companies' AI MovesTop Companies AI12h agoOct 17, 2026, 06:30 JST

Canon MJ survey: 80% of help desks still strained despite AI tools

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3 Key Points

What happened
Canon MJ's survey of 111 help desk staff found adoption or consideration of inquiry-support tools at 47.7%, chatbots at 45.0%, and outsourcing at 41.4%, yet 80.2% still report challenges and 55.1% cite staffing shortfalls.
Why it matters
The data suggests tool adoption alone is not relieving frontline burden, partly because headcount increases fell from 44.0% to 28.8% as firms shifted toward tools and outside partners.

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FAQ

What efficiency measures are help desks actually adopting?: The survey shows 47.7% have adopted or are considering inquiry-support tools, 45.0% chatbots, and 41.4% outsourcing to external specialists, all up sharply from 2025.
Why are workloads rising despite these tools?: Canon MJ's Miyuki Kosakai says the cause originates at the stage of introducing these measures, before they can reduce burden. Staff increases fell from 44.0% to 28.8% as firms shifted to tools and partners.
Who conducted the survey and when?: Canon Marketing Japan surveyed 111 people handling IT help desks at companies with 300 to 1,000 employees, conducted June 12–15, 2026.

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