AI in service management is shifting from experimentation to operational accountability. It is no longer sufficient to embed generative capabilities; organizations must ensure that those capabilities deliver consistent, real-world outcomes. As vendors expand their AI messaging and product portfolios, buyers should look beyond announcements and focus on a more critical question: What makes AI truly useful, usable, and sustainable in day-to-day service operations? Freshworks’ latest updates provide a timely lens to evaluate that shift.

Context Will Determine Whether AI Service Management Scales — Or Fails

Will McKeon-White, Senior Analyst

Freshworks is the latest provider to expand its AI offensive, adding Agent Studio support for EX use cases and pragmatic improvements: increasing IT AI (including automated change risk scoring), expanding guardrails, automating knowledge generation, and, above all, enhancing the capabilities of its context layer.…