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In this interview from Freshworks Refresh 2026 in Hudson Yards, New York City, Srini Raghavan, chief product officer of Freshworks, joins Martha Perez, vice president of IT at iQor Holdings, to talk with theCUBE Research's Bob Laliberte about operationalizing AI across unified service management to deliver measurable enterprise impact. Raghavan outlines how Freshworks has significantly broadened the Freshservice platform by integrating acquisitions Device42 for IT asset management and FireHydrant for incident management into a single layer spanning ITSM, ITAM, ITOM and ESM. He explains why domain-aware AI agents — ones grounded in an organization's specific asset, service and infrastructure data — are far more effective than generic large language models at resolving incidents and automating workflows from day one. The conversation also explores iQor's real-world experience deploying Freshworks across a complex global BPO environment. Perez details how iQor used the platform to integrate two acquisitions in record time, including one that had no existing ticketing or change management capability. She highlights a 39% reduction in ticket volume achieved through chatbot and orchestration workflows, alongside measurable improvements in SLAs and customer satisfaction scores. Perez also addresses workforce adoption, noting how early hesitation shifted to enthusiasm as employees transitioned into automation-focused roles rather than facing displacement. Both guests close with practical guidance for enterprises still early in their AI journey: anchor efforts in a high-volume problem, build on a unified data foundation and measure outcomes rather than technology metrics. From rapid post-acquisition integration to deploying context-aware agents across service operations, the discussion provides a grounded roadmap for organizations moving from AI ambition to operational results. 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 - Refresh 2026: A Comprehensive Insight into Venue, Innovations, and Success 02:16 - iQor's IT Role and Challenges 04:50 - Revolutionizing Service Management: The AI Impact 08:35 - Strategic AI Adoption and Insights #theCUBE #FreshworksRefresh #theCUBEresearch #Freshworks #iQor #AI #ServiceManagement

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