CORE Media, in partnership with Freshworks, organized an exclusive Leadership Connect for the TATA Group in Mumbai on ‘Simplifying Enterprise IT in the Age of AI’.
More than just a technology discussion, the session centered on elevating customer experience as a strategic priority. It highlighted how AI-powered Freshservice enables employees to access a unified platform for managing simple requests, eliminating the need to navigate multiple systems.
With Freshservice, organizations can significantly boost employee productivity while streamlining operations for faster outcomes. The integration of Freddy AI further enhances this experience by intelligently addressing and mitigating service challenges, making workflows more efficient and seamless.
One of the key challenges highlighted was the need for an intelligent assistant that can seamlessly guide employees to relevant information — be it onboarding documents, office resources, or everyday workplace queries.
Meanwhile, Freshworks envisions IT agents evolving to handle such low-complexity, routine queries, making employee onboarding smoother and more intuitive. With a well-documented organizational knowledge base, AI-powered systems can instantly surface relevant information and resolve queries efficiently.
Additionally, AI can proactively identify gaps — such as missing software based on recurring employee requests and streamline procurement needs. For repetitive, “rinse-and-repeat” tasks, AI can autonomously manage and resolve them, significantly reducing manual intervention and improving overall efficiency.
An additional question from a leading retail company focused on how web banners can be dynamically optimized to drive better business outcomes, and how AI can be effectively leveraged to enable this.
In response, it was highlighted that AI can rapidly enable API-led interventions, allowing for real-time adjustments and personalization. Beyond this, Freshworks is focusing on delivering deeper, insight-led intelligence rather than traditional analytics. For instance, AI can analyze in-store footfall across specific sections and go beyond charts to explain why sales may have declined — uncovering patterns, trends, and providing both business and technical insights.
Freshworks is rethinking traditional service metrics by introducing a new category — Experience Level Agreements (XLAs), as a benchmark organizations should strive toward.
While current SLAs are driven by impact and urgency, resolving an issue within SLA timelines does not necessarily ensure it has been handled effectively from the user’s perspective.
Through its framework, Freshworks enables administrators to define XLA parameters based on factors such as region, user groups, and organizational context. XLA measurement goes beyond resolution time, focusing on the quality of interactions — analyzing conversations and response timelines between agents and requesters, with a strong emphasis on sentiment analysis to gauge overall experience.
Further, Digital Experience (DEX) capabilities can be deployed across devices to monitor performance metrics such as CPU usage or the quality of virtual meetings. This enables organizations to identify and troubleshoot issues with precision — for example, if a meeting application is underperforming in a specific region or on a particular floor —while generating comprehensive reports for analysis.
Looking ahead, Freshworks is also exploring the concept of identifying bottlenecks across user journeys to enhance process management, which forms a key part of its roadmap.
