{"id":48226,"date":"2026-05-22T14:03:08","date_gmt":"2026-05-22T14:03:08","guid":{"rendered":"https:\/\/www.europesays.com\/ai\/48226\/"},"modified":"2026-05-22T14:03:08","modified_gmt":"2026-05-22T14:03:08","slug":"unified-ai-service-management-creates-competitive-edge","status":"publish","type":"post","link":"https:\/\/www.europesays.com\/ai\/48226\/","title":{"rendered":"Unified AI service management creates competitive edge"},"content":{"rendered":"

Unified AI service management lives or dies on context \u2014 and that context demands consolidating fragmented tools, data and operations into a single foundation<\/a>.<\/p>\n

That consolidation imperative is now the central argument behind Freshworks Inc.\u2019s expanded Freshservice platform<\/a>, which the company has grown over the past year to span IT service management, IT asset management and IT operations management \u2014 all within a single environment. At the core of these developments \u2014 along with Freshworks\u2019 agentic strategy \u2014 is the idea that context is what separates effective AI from generic AI, and without a unified foundation, AI simply cannot understand the business impact of any given incident, according to\u00a0Freshworks Chief Product Officer\u00a0Srini Raghavan<\/a> (pictured, left).<\/p>\n

\u201cThe generic LLMs don\u2019t have knowledge about your specific environment,\u201d Raghavan said. \u201cWhat we have done [at Refresh 2026] is bringing ITSM, ITOM, and ITAM together so that our AI capabilities, our AI agents that we launched today, they know what the underlying context is and they will be able to resolve incidents way more effectively.\u201d<\/p>\n

Raghavan and Martha Perez<\/a> (right), vice president of IT at iQor Holdings Inc., spoke with Bob Laliberte<\/a> at the\u00a0Freshworks Refresh<\/a> event, during an exclusive broadcast on theCUBE, SiliconANGLE Media\u2019s livestreaming studio. They discussed unified AI service management, the expanded Freshservice platform and how iQor, a global business process outsourcing company, is driving transformation through platform consolidation. (* Disclosure below.)<\/p>\n

Unified AI service management demands a unified data foundation<\/p>\n

The momentum behind AI service management is accelerating, but the organizations that are achieving results are not simply buying new tools \u2014 they are tearing down silos first. Freshworks has reinforced that thesis with the launch of Freddy AI Agent Studio<\/a>, a no-code environment that lets IT and business teams build, customize or deploy domain-specific AI agents in weeks rather than quarters, with governance and auditability built into the platform, according to\u00a0Raghavan.<\/p>\n

\u201cThe trust, governance, security and the compliance [elements] \u2014 these are non-negotiables for us,\u201d Raghavan said. \u201cCustomers tell us they want all the data that they have to be governed and all the actions that they have to be auditable. We have built that as part of the platform.\u201d<\/p>\n

The real-world proof is compelling. iQor used Freshservice to integrate two acquired companies into its IT infrastructure, including one with no ticketing system or change management process, Perez noted. The team added change management and asset management on top of existing workflows and completed both integrations in record time, she added.\u00a0That momentum has carried over into how iQor\u2019s teams are embracing AI-driven automation.<\/p>\n

\u201cIt\u2019s not about being replaced. It\u2019s about doing other things,\u201d Perez said. \u201cWe have reduced our ticket volume by 39% just by using chatbot and orchestration. [Our team\u2019s] SLAs are faster. User experience has improved tremendously \u2014 our CSATs prove so. There was hesitation at the beginning, but now they\u2019re actually welcoming the fact that they\u2019re learning something new.\u201d<\/p>\n

Here\u2019s the complete video interview, part of SiliconANGLE\u2019s and theCUBE\u2019s coverage of the\u00a0Freshworks Refresh<\/a>\u00a0event:<\/p>\n

(* Disclosure: TheCUBE is a paid media partner for the Freshworks Refresh event. Neither Freshworks, the sponsor of theCUBE\u2019s event coverage, nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)<\/p>\n

Photo: SiliconANGLE<\/p>\n

Support our mission to keep content open and free by engaging with theCUBE community. Join theCUBE\u2019s Alumni Trust Network, where technology leaders connect, share intelligence and create opportunities.<\/p>\n

15M+ viewers of theCUBE videos, powering conversations across AI, cloud, cybersecurity and more
\n11.4k+ theCUBE alumni \u2014 Connect with more than 11,400 tech and business leaders shaping the future through a unique trusted-based network.<\/p>\n

About SiliconANGLE Media<\/p>\n

SiliconANGLE Media is a recognized leader in digital media innovation, uniting breakthrough technology, strategic insights and real-time audience engagement. As the parent company of SiliconANGLE<\/a>, theCUBE Network<\/a>, theCUBE Research<\/a>, CUBE365<\/a>, theCUBE AI<\/a> and theCUBE SuperStudios \u2014 with flagship locations in Silicon Valley and the New York Stock Exchange \u2014 SiliconANGLE Media operates at the intersection of media, technology and AI.<\/p>\n

Founded by tech visionaries John Furrier and Dave Vellante, SiliconANGLE Media has built a dynamic ecosystem of industry-leading digital media brands that reach 15+ million elite tech professionals. Our new proprietary theCUBE AI Video Cloud is breaking ground in audience interaction, leveraging theCUBEai.com neural network to help technology companies make data-driven decisions and stay at the forefront of industry conversations.<\/p>\n","protected":false},"excerpt":{"rendered":"Unified AI service management lives or dies on context \u2014 and that context demands consolidating fragmented tools, data…\n","protected":false},"author":2,"featured_media":48227,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[405,7537,28751,11153,396],"class_list":["post-48226","post","type-post","status-publish","format-standard","has-post-thumbnail","category-agentic-ai","tag-ai-agents","tag-artificial-intelligence-agents","tag-generic-llms-wont-cut-it-ai-agents-demand-unified-context","tag-jonathan-anthony","tag-siliconangle"],"_links":{"self":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/posts\/48226","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/comments?post=48226"}],"version-history":[{"count":0,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/posts\/48226\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/media\/48227"}],"wp:attachment":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/media?parent=48226"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/categories?post=48226"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/tags?post=48226"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}