Generic LLMs won’t cut it — AI agents demand unified context

Unified AI service management lives or dies on context — and that context demands consolidating fragmented tools, data and operations into a single foundation.

That consolidation imperative is now the central argument behind Freshworks Inc.’s expanded Freshservice platform, which the company has grown over the past year to span IT service management, IT asset management and IT operations management — all within a single environment. At the core of these developments — along with Freshworks’ agentic strategy — 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 Freshworks Chief Product Officer Srini Raghavan (pictured, left).

“The generic LLMs don’t have knowledge about your specific environment,” Raghavan said. “What 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.”

Raghavan and Martha Perez (right), vice president of IT at iQor Holdings Inc., spoke with Bob Laliberte at the Freshworks Refresh event, during an exclusive broadcast on theCUBE, SiliconANGLE Media’s 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.)

Unified AI service management demands a unified data foundation

The momentum behind AI service management is accelerating, but the organizations that are achieving results are not simply buying new tools — they are tearing down silos first. Freshworks has reinforced that thesis with the launch of Freddy AI Agent Studio, 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 Raghavan.

“The trust, governance, security and the compliance [elements] — these are non-negotiables for us,” Raghavan said. “Customers 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.”

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. That momentum has carried over into how iQor’s teams are embracing AI-driven automation.

“It’s not about being replaced. It’s about doing other things,” Perez said. “We have reduced our ticket volume by 39% just by using chatbot and orchestration. [Our team’s] SLAs are faster. User experience has improved tremendously — our CSATs prove so. There was hesitation at the beginning, but now they’re actually welcoming the fact that they’re learning something new.”

Here’s the complete video interview, part of SiliconANGLE’s and theCUBE’s coverage of the Freshworks Refresh event:

(* Disclosure: TheCUBE is a paid media partner for the Freshworks Refresh event. Neither Freshworks, the sponsor of theCUBE’s event coverage, nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)

Photo: SiliconANGLE