The Future of AI Is Private, Secure and Human

AI has advanced rapidly, but for most organisations the real barrier isn't technology, it’s trust. Models keep getting better, yet leaders still hesitate to let AI near sensitive workflows. When customer data and compliance are involved, the question isn’t "can we use AI?"; it’s "should we, and how?"

Control Comes First

I’ve seen plenty of promising AI projects stall. Not because the tools failed, but because no one could say for sure where the data lived or who could see it. Confidence in AI starts with confidence in data security; knowing exactly where it lives and who can access it.

Deskpro caught my attention because it’s built around control. From the beginning, customers have been able to choose how and where their data is hosted: cloud, on-premise, private cloud or managed. That freedom to decide is rare, and it changes everything.

With our recently launched Deskpro Private, that promise goes further. Organisations can run Deskpro and its AI features entirely within their own environment, combining automation with full data ownership. In sectors like finance, government, and healthcare, that level of security isn’t a bonus; it’s essential.

AI That Helps People Work Better

Privacy is the foundation, but usefulness is the goal. AI should make everyday work easier, not more complicated.

Support teams don’t need more dashboards or surface-level AI. They need tools that help get to the heart of a problem quickly and keep service personal.

That’s how we’re approaching AI at Deskpro. It’s there to summarise conversations, suggest replies, and surface insights that save time while leaving the final decision in human hands as needed. The aim is to give people more bandwidth to focus on what only they can do. When automation fits naturally into human work, trust follows.

From Product to Platform

What also drew me to Deskpro is its potential to connect everything. Most teams today rely on an array of different tools. Deskpro can be the bridge between them, the platform that links conversations, data, and workflows in one place. The real power of AI appears when those systems work in sync.

Building for the Long Term

Our focus heading into 2026 is simple: build software that earns trust. That means continuing to design AI that amplifies human capability.

We’re not chasing hype. We’re building a secure, intelligent platform that helps people do their best work and gives enterprises confidence that their data is safe.

AI will keep evolving, but the products that last will be those built on trust — trust in how data is handled, how people work, and how technology supports them. That’s what drew me to Deskpro, and it’s what continues to shape the decisions we make as a product team.