Chennai: The Freshservice Benchmark Report 2025 by Freshworks reveals that Artificial Intelligence (AI) has decisively shifted from promise to performance in IT Service Management (ITSM), significantly improving efficiency and employee experience worldwide.
The comprehensive report analyzed over 187 million support tickets across 10,743 organizations in 118 countries, including India, demonstrating how AI-driven automation is redefining IT service delivery.
India Leads Global ITSM Efficiency in Freshservice Benchmark Report 2025
According to the Freshservice Benchmark Report 2025, Indian IT teams using Freddy AI Copilot achieved the fastest average first assignment time at 8.045 hours, an average resolution time of 13.75 hours, and an impressive First Contact Resolution (FCR) rate of 81.96%.
These figures position India ahead of global benchmarks, including mature markets such as the US and UK, in speed, efficiency, and service quality.
AI Accelerates Global Service Delivery and Boosts CSAT
The Freshservice Benchmark Report 2025 found that between 2024 and 2025, organizations using AI saw notable improvements in service efficiency.
Customer Satisfaction (CSAT) scores rose from 97.4% to 97.83%, average resolution time reduced from 24.15 to 21.96 hours, and first response time improved from 10.82 to 9.36 hours.
Globally, AI-powered IT teams recorded a 76.6% decrease in ticket resolution time and a 41.1% improvement in first response time – showing the measurable impact of AI in enhancing employee satisfaction and operational speed.
Freddy AI Agent Saves Over 431,000 Agent Hours
Freddy AI Agent, Freshworks’ virtual support assistant, demonstrated major efficiency gains by deflecting 65.7% of tickets and saving more than 431,270 hours of agent work – equivalent to nearly 49 years of cumulative productivity.
AI Redefines the Future of Service Management
The Freshservice Benchmark Report 2025 underlines that AI in ITSM is now central to enterprise transformation.
From CIOs focusing on cost optimization to CHROs enhancing employee experience, AI is reshaping how organizations deliver value – augmenting teams instead of replacing them and enabling focus on higher-impact work.
Freshworks Inc. (NASDAQ: FRSH) delivers AI-powered service software designed to create exceptional customer and employee experiences. More than 74,000 companies—including American Express, Bridgestone, Databricks, Fila, Nucor, and Sony—leverage Freshworks solutions to boost productivity, efficiency, and loyalty. For more information, visit www.freshworks.com
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