Freshworks: 93% of IT managers have deployed AI, or plan to soon

All the sessions from Transform 2021 are available on-demand now. Nearly all IT managers (93%) are currently exploring or deploying some level of AI to streamline help desk systems, according to a new report from Freshworks. Half of IT managers said they have already implemented AI tools. Nearly 70% of IT managers said AI is either critical or very important for upgrading and modernizing their service desk capabilities. Even so, respondents said there are certain prerequisites for AI-enabled solutions.