Reimagining IT service management with AI
The latest Freshworks guide shows how generative AI can improve agent and employee experience
IT pros have grappled for too long with challenges such as spending too much time on manual tasks and struggling to make informed decisions with inadequate—or incorrect—information.
A new report from Freshworks, “AI + ITSM: A guide to making IT work smarter, faster, and more efficiently,” explores how IT leaders can use generative AI to find some relief.
The report explains some of its potential benefits:
Greater efficiency: By identifying process inefficiencies, automating repetitive tasks, and prioritizing the duties that require a human touch, generative AI improves ticket resolution and response times, boosting efficiency and improving overall service delivery.
Higher employee satisfaction: Personalized support for employees through generative-AI-powered chatbots improves self-service and employee satisfaction. It also frees up human agents to focus on more complex issues.
Better insights: AI-powered insights and recommendations give leaders the necessary context to analyze data and improve service delivery. Generative AI can even identify potential service problems before they escalate.
“Smart, simplified technology, paired with the power of AI, will do more to drive productivity and efficiency than legacy software has done in decades,” says Prasad Ramakrishnan, CIO at Freshworks, in the report.
Download the free report (registration required) to explore more.