Case Study: AG Barr resolves 60% of tickets via AI agents with Freshservice

AG Barr resolves 60% of tickets via AI agents in Freshservice

AG Barr needed to replace a legacy helpdesk tool that was not ITIL-oriented and could not report on SLAs or service metrics, creating inefficiencies and a lack of transparency. The company turned to Freshservice to improve its IT service management and support operations.

Freshservice’s AI agents, ease of use, effective change management, and useful integrations helped AG Barr adopt the platform quickly and communicate better with its Change Advisory Board. As a result, AG Barr can track SLAs, save agents time, and resolve 60% of tickets via AI agents in Freshservice.

AG Barr

Graeme Hendry

Service Delivery Manager