Operationalizing enterprise artificial intelligence requires governance trust and agentic workflows to deliver scalable service automation. Murali Swaminathan of Freshworks, chief technology officer, speaks at Refresh 2026 with Bob Laliberte of theCUBE Research, principal analyst, to discuss how organizations move AI from pilot to production.
The conversation covers governance and trust, multi-level guardrails at the large language model agent and data layers, telemetry for predictability, prebuilt AI agents and workflows, integrations with IT operations management and IT asset management and Freshworks innovations such as AI Agent Studio and MCP Gateway.
Key takeaways include the shift from experimentation to operational deployments and the necessity of layered trust traceability and data sovereignty. Swaminathan explains that anonymized training data telemetry and clear guardrails enable predictable automation and significant deflection improvements, with some customers and internal teams reporting up to 90 percent deflection. Laliberte highlights growing adoption of experience level agreements to measure employee experience alongside traditional service level agreements.
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Murali Swaminathan, Freshworks
Operationalizing enterprise artificial intelligence requires governance trust and agentic workflows to deliver scalable service automation. Murali Swaminathan of Freshworks, chief technology officer, speaks at Refresh 2026 with Bob Laliberte of theCUBE Research, principal analyst, to discuss how organizations move AI from pilot to production.
The conversation covers governance and trust, multi-level guardrails at the large language model agent and data layers, telemetry for predictability, prebuilt AI agents and workflows, integrations with IT operations management and IT asset management and Freshworks innovations such as AI Agent Studio and MCP Gateway.
Key takeaways include the shift from experimentation to operational deployments and the necessity of layered trust traceability and data sovereignty. Swaminathan explains that anonymized training data telemetry and clear guardrails enable predictable automation and significant deflection improvements, with some customers and internal teams reporting up to 90 percent deflection. Laliberte highlights growing adoption of experience level agreements to measure employee experience alongside traditional service level agreements.
