iQor transforms ITSM with agentic AI
The team deployed a conversational AI agent called Jenny, built on Freshservice and Freddy AI, to handle the highest-volume requests: password reset, account unlock, distribution list management, and phone extension reset. The results: a 39% reduction in ticket volume, automation handling roughly 35% of IT service delivery, and zero failed changes. Monthly ticket volume has dropped 39%, driven by four agentic AI skills that now resolve the most common employee requests without human intervention.
- Agent or tool
- Freshworks
- Topic
- Customer Support
- Reported on
- Case study (Freshworks)
- Added
- 2026-11-11
Why it matters
Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 192 by interest), and one of 5 involving Freshworks.
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Freshworks or any similar agent and adjust the details to your situation.
I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Freshworks.
Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.
Source
Read the original first-hand account on Case study (Freshworks): https://freshworks.com/customers/stories/iqor. Our summary is a paraphrase; details are in the source.
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