Freshworks Latest benchmark report: How generative AI is redefining ITSM
Freshworks annual Freshservice IT Service Management Benchmark Report shows how generative AI and industry-specific trends are constantly reshaping and evolving the work of IT service management. The report helps you choose the most appropriate tools and capabilities to maximize value and generate tangible, AI-driven results.
By analyzing anonymized customer data from 9,400 organizations, 14 industries, and over 100 countries - including 167 million service cases - this year's report identifies seven critical IT service management benchmarks. Detailed analysis of these key performance indicators (KPIs) shows where and how organizations are performing with efficiency and effectiveness in service delivery and also provides useful insights for improvement.
- Improving the employee experience remains a key focus for IT leaders globally," said Prasad Ramakrishnan, CIO at Freshworks.
- "The implementation of generative AI capabilities, including self-service options and agent assistance tools, provides an opportunity to enrich employee interactions with their ITSM solution and sets a new standard for operational excellence in IT services," Prasad continued.
Here are some key conclusions from the report:
1. Automating workflows increases efficiency: Organizations that automate workflows see a significant 27% reduction in average resolution time (ART), facilitating faster resolution of employee issues with a first contact resolution rate (FCR) of 77%.
2. Gen AI is transforming the self-service experience: Generative AI-driven self-service initiatives result in an impressive 53% deflection rate, encouraging organizations to proactively address recurring issues and redirect agents' efforts to more strategic tasks.
3. Gen AI assistance streamlines service delivery: Smart assistance powered by generative AI streamlines service delivery by automating repetitive, low-value tasks, leading to a remarkable improvement in response time and faster case resolutions.
4. Chat leads the way in faster responses: Collaboration channels like Microsoft Teams and Slack support fast resolutions, with assignments typically happening within six minutes. These channels also have a 45% faster ticket resolution rate compared to the benchmark, and maintain ideal SLAs (100%) with a first contact resolution rate of 92%.
5. Integrations boost service desk performance: Organizations that integrate third-party applications achieve a 23% improvement in average resolution time, while first-contact resolution rates rise to 77%. Continuous integration with external applications correlates with improvements across various KPIs.
The findings of the report show that generative AI has the potential to boost business performance. In high-stakes situations, precision is key, and embracing authentic AI-powered solutions and tools can help CIOs elevate operational excellence, enrich employee experiences, and drive tangible results.