OfS decreases its average resolution time by 67% with Freshservice’s AI agent
Exponentially scaling service management adoption with AI agent To streamline IT service delivery, the OfS IT team rolled out Freshservice to their entire organization. Heather Stockwell IT Training Manager, Office for Students Business outcome The company achieved a 77% average first response time OfS extended the AI agent to many more teams beyond IT Industry Software Region England Products Freshservice Favorite Features AI agent About The Office for Students The Office for Students is an independent regulator of higher education in England.
- 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 213 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/the-office-for-students. Our summary is a paraphrase; details are in the source.
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