Freshworks Unifies ITSM Platform to Power AI Agents

Freshworks has expanded its Freshservice platform to consolidate IT service, asset, and operations management into a single environment, arguing that unified context is essential for effective AI agents. The company also launched Freddy AI Agent Studio, a no-code tool for building domain-specific AI agents with built-in governance and auditability. Real-world results back the approach. iQor integrated two acquired companies into its IT infrastructure using Freshservice and cut ticket volume by 39% through chatbot and orchestration tools, while improving service levels and user satisfaction scores.