When it comes to a generic Enterprise Service Desk, what percentage of Tier 1 issues will be solved by AI bots rather than humans in 4-5 years?

This is quite a subjective question as it's going to depend on a range of factors which will be unique to each org. I'm not sure we'll ever get to full automation, but we should be able to apply an 80/20 rule to it - 80% of the tasks will be automated, leaving agents to do the other 20%

The calls that are more likely to be automated are the generic "how do I" kind of calls that service desks receive regularly - there's going to be a huge dependency on your knowledge base as to how these are handled though.

MACs will also have the potential to be heavily automated. Again, this will have a dependency on role based access being clean though.

In 4-5 years? With progress as it is going, I don't think there will be a service desk at all. So call it 0% or 100%. And if we still need one, then that means there is something profoundly out-date about our software and process footprint. It's coming and it is coming fast.