September 23, 2025
Freshworks’ AI Handbook Shows the Impact of AI Service on the Employee Experience
Freshworks’ new ebook, “The CIO’s handbook for maximizing ROI and business impact of AI” is a free download helping leadership understand the value of the AI when it comes to IT service and improving the employee experience.
Offering to move beyond generic AI hype, it provides a clear methodology to lay out a practical, step-by-step approach to build AI maturity and maximize ROI.
Freshworks’ Freddy AI launched in the summer and is the driving force behind the ebook, but the metrics and results are applicable whatever your business is using in a growing AI stack.
Karthik Ananth, Director, Customer Success (EU) notes that “Our new handbook breaks down exactly how to measure AI’s real business impact. Not the fluffy stuff. The actual numbers that matter to your CFO, covering ROI frameworks, an implementation roadmap and real-world examples.”
The Value of Cost Per Ticket
The ebook’s focus on employee experience is that to effectively measure AI’s impact on service operations, “cost per ticket” is the key metric.
By optimizing factors influencing this metric, IT leaders can ensure AI reduces service costs while enhancing employee experience through improved satisfaction and agent productivity and Service costs:
- AI reduces service costs by lowering the cost per ticket. AI decreases overall operational expenses by optimizing metrics such as ticket deflection, issue preemption, and response time
- Employee experience: AI-driven solutions provide faster, more accurate assistance, leading to higher satisfaction and an improved service interaction experience
- Agent productivity: Automating routine tasks with AI reduces workloads, equipping agents with the right tools to perform efficiently. This allows them to focus on high-value
tasks, increasing productivity and job satisfaction.
As more AI value results and use cases come in, the value of reducing the cost per ticket with AI will become clearer to all businesses with an extensive digital footprint. Value that will only grow as AI takes over more functions.
