Freshservice & Freddy AI Mission Control: Giving AI Agency, Without Losing Control скачать в хорошем качестве

Freshservice & Freddy AI Mission Control: Giving AI Agency, Without Losing Control

Phillip Mayes, Principal Solutions Engineer, Lily Price, Senior Account Executive, Freshworks Most AI “solutions” just create more work - suggesting answers that humans still have to review. Real AI agency means acting autonomously when appropriate: resolving tickets, executing workflows, and surfacing actionable insights without constant human intervention. In this session, Freshworks will share our approach to agentic AI and demonstrate Freddy AI in Freshservice. You’ll learn how to safely scale autonomy using a three-layer model: Level 1 AI acts independently on routine, low-risk tasks; Level 2 AI assists human decisions; Level 3 humans lead with AI support for complex cases. See practical examples of autonomous ticket resolution, multi-step workflow automation, and copilot-assisted responses, alongside governance models that maintain control while boosting efficiency. Key takeaways: The three-layer agency model for safe AI adoption Building autonomous workflows across IT, HR, and service operations Governance frameworks: confidence thresholds, escalation rules, and audit trails