7 KPIs of world-class ITSM: The impact of AI assistance within Service Management

AI assistance equips agents with intelligent tools that automate repetitive, low-value tasks and standardize service delivery across teams. The goal is to reduce low-value tasks and alleviate the overwhelming expectations placed on service quality, enabling agents to concentrate on work that is critical to the business. With Freddy Copilot’s generative AI assistance, businesses can drive high-quality ticket responses, craft concise ticket summaries, develop informative help articles, and more—all while being scalable and maintaining a high standard of service delivery.