Freshworks

FRESHSERVICE Deliver proactive ServiceOps with built-in AI Unify service, asset, and operations management on one AI-powered platform that connects your organization, eliminates busywork, and keeps you a step ahead. Trusted by 74,000+ businesses worldwide Put AI to work in every IT workflow Ready-to-launch AI agents understand requests and take action across workflows. Deploy them across channels, govern every action with control, and continuously improve how work gets resolved.

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Big Bus Tours serves six million tourists annually with its iconic open-top sightseeing tours across 27 cities worldwide. The company's customer service hub handles massive volumes of interactions across multiple channels, creating a valuable opportunity for support agents to drive additional sales alongside their service duties. While the company prides itself on exceptional customer service, adding sales responsibilities risked compromising that quality.

Key takeaways AI systems sit at the intersection of sensitive customer data, legally significant communications, and emotionally charged interactions Even as AI has advanced rapidly, governance frameworks, operating models, and internal confidence have not kept pace 5 key elements of governance improve adoption by improving trust in AI Despite rapid advances in large language models, automation, and conversational AI, many organizations remain cautious about deploying AI beyond limited pilots.

Key takeaways Increasingly, companies are integrating AI agents into their workflows These “digital employees” need guidelines and oversight akin to human employees That includes identifying the right roles and creating reporting structures Last year saw the emergence of the AI agent; 2026 may be the year it gets a job. In fact, some of the biggest companies in the world have already started hiring.

Key takeaways: Trust, not technical capability, should determine when AI hands off to a human. A warm, well-contextualized handoff is where loyalty is either built or destroyed. If customers have to ask for a human, you've already lost the moment. After months of intense effort, a large SaaS company felt like it had finally perfected its self-service AI agent. The AI agent was able to handle nearly all customer questions without human assistance.

Trusted by 75,000+ Businesses Worldwide 7%of annual revenue is lost due to organizational complexity 6.8hrs/week average time lost to complexity per employee 53%of companies admitted they haven’t received the ROI they planned from their software 60%of employees said they are somewhat likely to leave their organizations within the next year “Technology should empower people, not overwhelm them.

The hidden “complexity tax” slows growth, demotivates teams, and saps 7% of annual revenue. Join Constellation Research's Liz Miller, and Freshworks' Ryan Vesely, Director, Solution Engineering, to dig into our new Global Cost of Complexity Report, and see how to simplify, streamline, and grow. Date: Thursday, February 19, 2026 Time: 11 a.m. PST/ 2 p.m. EST Location: Virtual Your response has been successfully recorded. You will hear back from us shortly.

Key takeaways: AI's ability to deliver efficiency is no longer in doubt. The real question is whether your organization turns that added efficiency into impact. The competitive advantage now lies not in deploying AI, but in designing how teams reinvest the time AI creates. AI may give your organization hours back. Leadership determines whether those hours matter.

When inMusic's aggressive acquisition strategy brought them over 20 music technology brands, their support infrastructure couldn't keep pace. Passionate musicians and DJs working across isolated regional teams had no way to share knowledge, track performance, or make data-driven decisions. The company needed more than just a ticketing system—they needed visibility and a foundation for transformation.