Artificial Intelligence has moved beyond experimentation in IT Service Management (ITSM) to become a proven driver of performance. The Freshservice Benchmark Report 2025 analyzed over 187 million tickets across 118 countries, confirming AI's role in accelerating resolutions and boosting employee experience.
The report reveals that India is significantly outperforming global benchmarks in speed and service quality. Utilizing Freshworks' GenAI tool, Freddy AI Copilot, Indian IT teams achieved an average resolution time of just 13.75 hours and an impressive 81.96% First Contact Resolution (FCR) rate, surpassing established markets like the US and UK.
Globally, AI adoption delivered massive, measurable operational gains. Average resolution time dropped from 24.15 to 21.96 hours. Crucially, AI-enabled teams saw a 76.6% reduction in ticket resolution time and a 41.1% improvement in first response time, confirming AI's transformative impact. Customer Satisfaction (CSAT) also edged up to 97.83%.
Furthermore, the Freddy AI Agent is handling repetitive tasks, deflecting 65.7% of tickets and saving over 431,000 hours of agent effort. By automating routine support, AI frees teams to tackle complex, high-value problem-solving. The report concludes that AI in ITSM is no longer aspirational—it’s delivering measurable returns today, driving both cost optimization and organizational agility.
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