REPORT

AI will automate your processes, or accelerate your chaos.

Complexity has quietly become the tax on every AI dollar you spend. This research reveals what it's really costing mid-market organizations.

Cost of Complexity 2026

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Freshworks’ global survey of 12,021 IT decision makers reveals how the complexity trap is consuming AI budgets before value has a chance to land.

Trusted by 74,000+ Businesses Worldwide

Complexity isn’t a side effect. It’s the whole problem.

Integration friction, pilot paralysis, AI slop: A global survey of IT leaders maps the three forces draining mid-market AI budgets dry.

of the average mid-market AI budget is lost to complexity overhead before value is realized
of IT leaders say managing AI complexity has actually increased their team's workload
IT leaders report AI outputs introduce noise, errors, or rework
of executives expect ROI within 8 months, yet deployment alone takes 6-12 months
Dennis Image Refresh 2026

“We see customers using AI to eliminate friction and create real value every day. But success comes down to pragmatic execution, not just ambition.”

Dennis WoodsideCEO and President, Freshworks

The experts agree

Industry authorities and customers recognize Freshservice as the AI-native ITSM built for superior usability, scalability, and value.

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Where is your AI budget actually going?

AI complexity is quietly eroding budgets, timelines, and IT careers. Here's what to do about it.