How AI Agents Are Transforming IT Operations

Ashwin Ballal, CIO at Freshworks, highlights the growing role of AI agents in streamlining IT workflows and fostering innovation.

The Rise of AI in IT

With IT departments facing constant change, talent shortages, and increasing complexity, AI agents are emerging as critical tools for efficiency. Unlike traditional chatbots, these autonomous systems process vast data, learn from it, and make decisions—handling tasks like:

• Resource allocation
• Issue detection (e.g., system failures)
• Automation (password resets, alert prioritization)

Ballal emphasizes that AI agents don’t replace humans but empower them to focus on strategic work like innovation and decision-making.

Market Growth and Real-World Impact

The AI agent market is projected to grow at a 45% CAGR (BCG report), with AI potentially automating 70% of office tasks within a decade (Forbes). Key benefits include:

• Proactive problem-solving: AI predicts failures (e.g., circuit breaker issues in manufacturing) and resolves them preemptively.
• Reduced alert fatigue: Agents triage tickets and filter non-urgent alerts.
• 30% of IT teams report increased trust in AI (Freshworks study).

Skills for the AI-Driven Future

IT professionals must adapt by developing:

1. Data literacy: Interpreting AI-generated insights.
2. AI oversight: Ensuring ethical alignment and governance.
3. Collaboration: Treating AI as a co-worker.

Strategic Adoption

For long-term success, Ballal recommends:

• Clear governance for AI decision-making.
• Continuous training to keep teams updated.
• Scalable integration across departments.

The role of CIOs is evolving as AI becomes a core workforce component. Thoughtful adoption—prioritizing empathy and simplicity—will define future IT excellence.