If budget weren’t an issue, what AI tool would you implement first in your business?

What’s stopping your team from going all-in on AI for IT?

Are XLAs the new gold standard for service performance?

What’s your take on Experience-Level Agreements (XLAs)? Are they the future of customer satisfaction?

Do you trust AI to deflect tickets and reduce support workload?

Hey there, tech enthusiasts! Today we’re diving into how AI is rewriting the rules of IT support—especially for small and mid-sized businesses. From outdated SLAs to dynamic, experience-driven XLAs, this episode breaks down how AI-powered ITSM is helping companies move from reactive service models to proactive, personalized support systems Join our expert panelists, Joshua Lawrence, IT Service Manager – United Trust Bank, Ravi Tharisayi, Senior Director, PMM - Freshworks, and Shivam Bhandary Solution Engineer – Freshworks. to discover how automation can enhance empathy, how lean IT teams can scale smarter (not harder), and why investing in AI tools today is essential for delivering better employee and customer experiences tomorrow.

If you're a tech-savvy entrepreneur, IT strategist, or business leader looking to future-proof your operations— this episode is packed with practical insights on how AI is reshaping IT support through automation, empathy, and experience-first service—you don’t want to miss it!🚀

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#AITSM #AIForBusiness #SmallBusinessTech #ITAutomation #AIinSupport #FreshworksAI #XLARevolution #ExperienceDrivenIT #AIProductivity #SmartITSolutions #AITransformation

In This Episode:

• [00:00] Introduction.
• [02:25] Introduction of Guests from United Trust Bank and Fresh Works
• [03:48] Experience Level Agreements: The Shift from SLAs to XLAs.
• [07:25] Balancing Automation and Human Touch in IT.
• [14:55] Investing in AI-Powered ITSM: Justifying the Costs.
• [18:55] What made Fresh Service stand out when evaluating ITSM tools for United Trust Bank? how did you justify this investment internally?
• [20:28] Governance and Compliance in AI Adoption.
• [25:17] The Future of IT: Embracing AI for Better Experiences.
• [26:11] Conclusion and Final Thoughts from Reactive to Proactive.
• [27:42] Walk through of how Fresh service enables lean IT teams to scale with confidence.
• [36:26] Conclusion.

Connect with Joshua Lawrence:

Joshua Lawrence LinkedIn: https://www.linkedin.com/in/joshua-lawrence-602758104/ 

United Trust Bank Website: https://www.utbank.co.uk/ 

United Trust Bank LinkedIn: https://www.linkedin.com/company/united-trust-bank-limited/ 

Connect with Ravi Tharisayi:

Ravi Tharisayi LinkedIn: https://www.linkedin.com/in/rthar/ 

Fresh works Website: https://www.freshworks.com/ 

Fresh works LinkedIn: https://www.linkedin.com/company/freshworks-inc/ 

Connect with Shivam Bhandary:

Shivam Bhandary LinkedIn: https://www.linkedin.com/in/shivam-bhandary-044710116/ 

Fresh works Website: https://www.freshworks.com/ 

Fresh works LinkedIn: https://www.linkedin.com/company/freshworks-inc/ 

Connect with Ramesh Dontha:

AI Entrepreneurs Facebook Page: https://www.facebook.com/TheAIEntrepreneurs   

Follow Ramesh on Twitter: https://twitter.com/EntrepreneursAI  

Connect with Ramesh on LinkedIn:  https://www.linkedin.com/company/theaientrepreneurs/   

Watch the full episode on YouTube - https://youtube.com/@AI_Entrepreneurs