Most AI solutions still create additional work, suggesting answers that humans must review. Real AI agency means acting autonomously when appropriate, resolving tickets, executing workflows, and surfacing actionable insights without constant human intervention.

In this session, Freshworks will share our approach to agentic AI and demonstrate Freddy AI in Freshservice. Attendees will learn how to safely scale autonomy using a three-layer model: Level 1 AI acts independently on routine, low-risk tasks; Level 2 AI assists human decisions; and Level 3 humans lead with AI support for complex cases. The session includes practical examples of autonomous ticket resolution, multi-step workflow automation, and copilot-assisted responses, alongside governance models that maintain control while boosting efficiency.

Key takeaways include:

• The three-layer agency model for safe AI adoption
• Building autonomous workflows across IT, HR, and service operations
• Governance frameworks including confidence thresholds, escalation rules, and audit trails

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