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🎤 AI Support Secrets: Transform Your ITSM NOW # Episode 43

🎤 AI Support Secrets: Transform Your ITSM NOW # Episode 43

PLUS: Transforming ITSM with Automation, Empathy, and XLAs

May 16, 2025 • Estimated Reading Time: 5 minutes

Hey there, tech trailblazers!

Welcome to Unlocking the AI Advantage, your go-to podcast for AI-driven business innovation. Episode 43 dives into AI-powered IT support, exploring how ITSM automation and Experience-Level Agreements (XLAs) are reshaping IT for small and mid-sized businesses. Ready to scale smarter? Let’s jump in!

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— Team Unlocking the AI Advantage

🎬 The Episode

AI in IT Support: From SLAs to Experience-Driven XLAs

Host Ramesh Dontha and experts Joshua Lawrence (United Trust Bank), Ravi Tharisayi (Freshworks), and Shivam Bhandary (Freshworks) unpack the shift from rigid SLAs to Experience-Level Agreements. Discover how AI-powered ITSM tools like Freshworks automate ticket deflection, predict issues, and elevate user experiences.

🎙️In this episode

[03:48] XLAs: The New Era of Service Performance
[07:25] Automation Meets Empathy in IT Support
[18:55] Why Freshworks Won Over United Trust Bank

✨ Highlights & Questions

What’s stopping your team from adopting AI in IT support?
Are XLAs the future of service excellence?
Can ITSM automation maintain trust?

Source: Ideogram 3.0/The AI Entrepreneurs

What’s the power of AI-driven ITSM?

AI is reshaping IT support by automating repetitive tasks, predicting issues before they escalate, and personalizing experiences. With platforms like Freshworks, businesses can slash response times, optimize workflows, and focus on delivering exceptional value—scaling efficiently without the chaos.

Highlights & Questions

The IT world is changing, and AI is leading the charge. Episode 43 showcases how AI-powered ITSM is moving businesses from reactive fixes to proactive, experience-driven support that delights users.

💡 What’s holding your team back from embracing AI in IT?
💡 Can AI deliver sensitive support tasks while keeping trust intact?
💡 Are XLAs the key to unlocking better customer and employee satisfaction?