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In this interview from Freshworks Refresh 2026 in New York City, Murali Swaminathan, chief technology officer of Freshworks, joins theCUBE Research's Bob Laliberte to discuss how enterprises are moving from AI experimentation to trusted, production-scale operations. Swaminathan notes that enterprise AI has crossed from novelty into operational reality, with customers like Amerisure saving 4,000 hours of IT work through AI-driven automation. He outlines Freshworks' multilayered trust framework, which spans LLM-level guardrails, agent-scoped controls, data anonymization and data sovereignty – giving governance teams the visibility they need without burdening end users. He also explains how telemetry and continuous tracing fuel quality improvement, with customers progressing from 30% deflection rates to over 90% as AI systems build human confidence. The conversation also explores Freshworks' approach to bootstrapping adoption through more than 30 prebuilt IT and HR workflows – covering integrations with tools like Workday, PagerDuty and BambooHR – and a marketplace where partners and customers can contribute and consume additional agents. Swaminathan walks through key announcements from Refresh 2026, including AI Agent Studio, MCP Gateway and the native integration of Device42 for IT asset management, which connects asset data to ITOM workflows and shifts incident response from reactive to proactive. He also introduces Experience Level Agreements (XLAs) as a more meaningful measure of IT performance than traditional SLAs, combining resolution metrics with employee satisfaction scores to give CIOs a clearer read on service health. From AI coding tools compressing development timelines from weeks to days, to a future where autonomous agents handle L1 and L2 support so IT teams can focus on complex problems, Swaminathan provides a practical roadmap for enterprises ready to operationalize AI at scale. Find more SiliconANGLE news and analysis https://siliconangle.com/ Follow theCUBE's wall-to-wall event coverage https://siliconangle.com/events/ Learn about the latest theCUBE events https://www.thecube.net/ 00:00 - Intro 00:06 - Advancing AI: From Innovation to Ethical Implementation in Enterprises 04:03 - Predictability, Quality, and Telemetry in AI 06:09 - Framework for Workflow Automation with AI 08:16 - Integrating AI and IT Solutions for Enhanced Enterprise Experiences 10:58 - Evolving Enterprise AI: Cost Efficiency and Future Prospects #theCUBE #FreshworksRefresh #theCUBEresearch #Freshworks #AI #EnterpriseAI

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