How gen AI is reshaping the future of service and support
Freshworks and guest Forrester explore how AI is changing the game in service management
Generative AI is transforming the way workers interact with technology, and it’s happening at a much faster pace in certain areas, such as customer support and service.
Ken Gonzalez, head of analyst relations at Freshworks, was joined by guest speaker Julie Mohr, principal analyst at Forrester, and Subhashree Veeraraghavan, manager of product marketing at Freshworks, in a recent webinar discussing the impact of AI on service management.
A few highlights of the conversation:
New types of creative expression
Generative AI's applications—including text, video, images, audio, and code—is changing knowledge work in significant ways. Beyond the hype, gen AI is delivering tangible outcomes and enhancing productivity and creativity in the workplace.
“Generative AI is already allowing enterprises to expand their breadth and depth of creative human expression, enable production of content at scale, and accelerate the speed and precision of data science practices and AI app development,” said Mohr.
Why chatbots are hot
AI-powered chatbots have become instant know-it-alls, answering questions in a flash and eliminating the need to scour lengthy articles or FAQs for answers or support. Furthermore, gen AI significantly automates routine tasks and streamlines laborious workflows—enabling knowledge workers to focus on essential aspects of their work.
“We see 71% of IT staff that have already started to use AI tools in some form or the other to boost productivity at their organizations,” said Mohr.
Read also: The evolution of chatbots
Growth opportunities in IT and CS
Many companies are turning to AI to automate complex processes and workflows in IT operations and customer service. During the webinar, Mohr discussed various applications of gen AI, including customer service improvement, self-service enhancement, and better risk assessment in change management. The technology is viewed as a key driver for future business growth; it is not about replacing personnel, but rather augmenting their capabilities.
Read also: Freshservice benchmark report—how generative AI is redefining ITSM
Gen AI for next-gen workforce
Effective adoption of gen AI requires keeping people in the loop for validation and trust-building, as AI can produce biased or incorrect outputs if left unchecked. Developing an AI strategy necessitates new skills in the workforce and careful consideration of ethical and security aspects. However, contrary to popular belief, you don't need a team of AI experts to leverage its power: AI tools can be designed to put the power of AI directly into the hands of your teams.
Want to hear more? Watch the full webinar or download a free guide on turning AI hype into IT reality.