Enough has been said about generative AI and its capabilities to support and transform business operations, from personalizing customer and employee service to predictive analytics. It’s no wonder more organizations today are implementing genAI across their technology stack given how businesses are always looking for ways to improve productivity and boost efficiency. In this context, the promises of genAI can be enticing, particularly in IT service management (ITSM). Kenneth Gonzalez, Head of Analyst Relations, Freshworks, highlights some key findings from Freshworks’ Freshservice IT Service M…