Generic LLMs won’t cut it — unified context is what AI agents actually need
Unified AI service management lives or dies on context — and that context demands consolidating fragmented tools, data and operations into a single foundation.
That consolidation imperative is now the central argument behind Freshworks Inc.’s expanded Freshservice platform, which the company has grown over the past year to span IT service management, IT asset management and IT operations management — all within a single environment. At the core of these developments — along with Freshworks’ agentic strategy — is the idea that context is what separates effective AI from generic AI, and without a unified foundation, AI simply cannot understand the business impact of any given incident, according to Freshworks Chief Product Officer Srini Raghavan (pictured, left).
“The generic LLMs don’t have knowledge about your specific environment,” Raghavan said. “What we have done [at Refresh 2026] is bringing ITSM, ITOM, and ITAM together so that our AI capabilities, our AI agents that we launched today, they know what the underlying context is and they will be able to resolve incidents way more effectively.”
Raghavan and Martha Perez (right), vice president of IT at iQor Holdings Inc., spoke with Bob Laliberte at the Freshworks Refresh event, during an exclusive broadcast on theCUBE, SiliconANGLE Media’s livestreaming studio. They discussed unified AI service management, the expanded Freshservice platform and how iQor, a global business process outsourcing company, is driving transformation through platform consolidation. (* Disclosure below.)
