AI for IT Service Management

Presented by

Jay Brigden, Senior Solutions Engineer, Freshworks

About this talk

Empower your support agents with intelligent recommendations to free up their time to focus on high value strategic work. With Freshservice’s AI-powered virtual agent pre-trained on the most common ITSM and ESM use cases, your employees can get instant response and resolution to their IT issues, thus freeing up your agents to solve more complex and high value issues. Configure your virtual agent on Slack or Microsoft Teams to get started.

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The Service Desk Institute (SDI) has been connecting service professionals across the world since 1988 and is the leading global community for everyone working in the service and support industry. Our mission is to inspire service desks and support teams to be brilliant. With a passion for providing industry best practice and sharing knowledge, SDI is dedicated to guiding, inspiring, and connecting ITSM, service desk and support communities. A respected, trusted and independent advisor to the industry, SDI has inspired thousands of organisations and professionals around the world to embark on journeys of service improvement and to be the best they can possibly be. For more information, visit