{"id":79064,"date":"2026-10-01T17:37:44","date_gmt":"2026-10-01T09:37:44","guid":{"rendered":"https:\/\/masterconcept.ai\/?p=79064"},"modified":"2026-10-01T17:37:47","modified_gmt":"2026-10-01T09:37:47","slug":"freshservice-itsm-esm-ai-transformation","status":"publish","type":"post","link":"https:\/\/masterconcept.ai\/zh-hant\/blog\/freshservice-itsm-esm-ai-transformation\/","title":{"rendered":"2026 Freshworks \u6210\u529f\u6848\u4f8b\u7814\u7a76\uff1aFreshservice \u5982\u4f55\u4ee5 AI \u63a8\u52d5\u73fe\u4ee3\u5316 ITSM \u8207 ESM \u8f49\u578b"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">\u5230\u4e86 2026 \u5e74\uff0c\u4f01\u696d\u66ff\u63db\u50b3\u7d71 ITSM\uff08IT \u670d\u52d9\u7ba1\u7406\uff09\u7cfb\u7d71\u7684\u539f\u56e0\uff0c\u5df2\u4e0d\u518d\u53ea\u662f\u964d\u4f4e\u6388\u6b0a\u8207\u7dad\u8b77\u6210\u672c\u3002\u96a8\u8457\u751f\u6210\u5f0f AI\u3001AI Agent \u8207\u81ea\u52d5\u5316\u9010\u6f38\u9032\u5165\u4f01\u696d\u71df\u904b\uff0c\u8a31\u591a\u4f7f\u7528\u8d85\u904e\u5341\u5e74\u7684\u820a\u5e73\u53f0\uff0c\u958b\u59cb\u56e0\u8907\u96dc Workflow\u3001\u5ba2\u88fd\u5316\u898f\u5247\u8207\u6574\u5408\u9650\u5236\uff0c\u6210\u70ba AI \u5c0e\u5165\u7684\u74f6\u9838\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Freshworks \u65d7\u4e0b\u7684 <strong>Freshservice<\/strong>\uff0c\u6b63\u662f\u9762\u5411\u73fe\u4ee3 ITSM \u8207 ESM\uff08\u4f01\u696d\u670d\u52d9\u7ba1\u7406\uff09\u9700\u6c42\u7684\u96f2\u7aef\u5e73\u53f0\uff0c\u4e26\u900f\u904e <strong>Freddy AI<\/strong> \u5c07 AI Agent\u3001Copilot \u8207\u81ea\u52d5\u5316\u5e36\u5165\u5be6\u969b\u670d\u52d9\u6d41\u7a0b\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\ud83d\udca1 <strong>Freshworks\u3001Freshservice \u8207 Freddy AI \u6709\u4ec0\u9ebc\u4e0d\u540c\uff1f<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Freshworks \u662f\u4ec0\u9ebc\uff1f<\/strong><strong><br><\/strong>Freshworks \u662f\u5168\u7403 SaaS \u8edf\u9ad4\u516c\u53f8\uff0c\u7522\u54c1\u6db5\u84cb\u5ba2\u6236\u9ad4\u9a57\uff08CX\uff09\u8207\u54e1\u5de5\u9ad4\u9a57\uff08EX\uff09\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Freshservice \u662f\u4ec0\u9ebc\uff1f<\/strong><strong><br><\/strong>Freshservice \u662f Freshworks \u65d7\u4e0b\u7684 ITSM \u8207 ESM \u5e73\u53f0\uff0c\u7528\u65bc\u7ba1\u7406 IT \u670d\u52d9\u3001\u8cc7\u7522\u3001\u4f01\u696d\u670d\u52d9\u6d41\u7a0b\u8207\u81ea\u52d5\u5316\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Freddy AI \u662f\u4ec0\u9ebc\uff1f<\/strong><strong><br><\/strong>Freddy AI \u662f Freshworks \u7684 AI \u80fd\u529b\u9ad4\u7cfb\uff0c\u5305\u62ec AI Agent\u3001Copilot \u8207 Insights\uff0c\u53ef\u5354\u52a9\u81ea\u52d5\u8655\u7406\u670d\u52d9\u9700\u6c42\u3001\u8f14\u52a9\u4eba\u54e1\u5de5\u4f5c\u8207\u5206\u6790\u71df\u904b\u6578\u64da\u3002<\/p>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">\u50b3\u7d71 ITSM \u7684\u300c\u6d41\u7a0b\u786c\u5316\u8207\u7d50\u69cb\u81a8\u8139\u300d<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\u5341\u591a\u5e74\u524d\u5efa\u7f6e\u7684 ITSM \u7cfb\u7d71\uff0c\u521d\u59cb\u8a2d\u8a08\u5f80\u5f80\u76f8\u7576\u76f4\u63a5\uff1a<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">[User] \u2192 [Submit Ticket] \u2192 [Service Desk] \u2192 [\u4eba\u5de5\u5206\u985e] \u2192 [\u4eba\u5de5 Assign] \u2192 [Tier 2 \/ Tier 3] \u2192 [Resolution]<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u7136\u800c\uff0c\u7d93\u6b77\u591a\u5e74\u7d44\u7e54\u91cd\u7d44\u3001\u696d\u52d9\u8f49\u578b\u3001\u8cc7\u5b89\u5408\u898f\u66f4\u65b0\u8207\u4eba\u54e1\u4ea4\u63a5\u5f8c\uff0c\u7cfb\u7d71\u908f\u8f2f\u5f80\u5f80\u9010\u6f38\u6f14\u8b8a\u6210\u300c\u898f\u5247\u8ff7\u5bae\u300d\uff1a<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">[User] \u2192 [Submit Ticket] \u2192 [\u820a\u5206\u985e] \u2192 [\u820a Workflow] \u2192 [\u591a\u5c64 Approval] \u2192 [Assignment Rule]<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u21b3 [\u4f8b\u5916 Rule A\/B] \u2192 [\u4eba\u5de5\u5224\u65b7] \u2192 [\u8de8\u90e8\u9580\u8f49\u6d3e] \u2192 [\u518d\u6b21\u8f49\u6d3e] \u2192 [\u8655\u7406\u5ef6\u9072]<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\ud83d\udca1 <strong>\u4ec0\u9ebc\u662f ITSM\uff08IT \u670d\u52d9\u7ba1\u7406\uff09\uff1f<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">ITSM\uff08IT Service Management\uff09\u662f\u4f01\u696d\u7528\u4f86\u8a2d\u8a08\u3001\u4ea4\u4ed8\u8207\u7ba1\u7406 IT \u670d\u52d9\u7684\u4e00\u5957\u6d41\u7a0b\u8207\u7ba1\u7406\u65b9\u6cd5\uff0c\u5e38\u898b\u7bc4\u570d\u5305\u62ec Service Desk\u3001Incident Management\u3001Service Request\u3001Asset Management \u8207 Change Management\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u7576\u4f01\u696d\u5e0c\u671b\u5728\u9019\u985e\u820a\u7cfb\u7d71\u4e0a\u52a0\u5165 AI \u81ea\u52d5\u5316\u6642\uff0c\u5982\u679c AI \u7121\u6cd5\u7a7f\u900f\u65e2\u6709\u7684\u4f8b\u5916\u898f\u5247\u3001\u6b0a\u9650\u67b6\u69cb\u8207\u8907\u96dc Workflow\uff0c\u5c31\u5f88\u5bb9\u6613\u53ea\u80fd\u505c\u7559\u5728\u300c\u56de\u7b54 FAQ\u300d\u7684\u5c64\u6b21\uff0c\u96e3\u4ee5\u9032\u4e00\u6b65\u5b8c\u6210\u667a\u6167\u6d3e\u55ae\u3001\u6b0a\u9650\u958b\u901a\u6216\u81ea\u52d5\u57f7\u884c\u670d\u52d9\u7b49\u4efb\u52d9\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u9019\u4e5f\u662f\u4f01\u696d\u958b\u59cb\u91cd\u65b0\u8a55\u4f30\u50b3\u7d71 ITSM \u7684\u91cd\u8981\u539f\u56e0\uff1a<strong>\u554f\u984c\u672a\u5fc5\u662f\u7cfb\u7d71\u4e0d\u80fd\u7528\uff0c\u800c\u662f\u7cfb\u7d71\u5df2\u7d93\u96e3\u4ee5\u652f\u63f4\u4e0b\u4e00\u968e\u6bb5\u7684 AI \u8207\u81ea\u52d5\u5316\u9700\u6c42\u3002<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>\u5168\u7403\u6848\u4f8b 1\uff1aSeagate \u6dd8\u6c70\u4f7f\u7528 14 \u5e74\u7684\u820a ITSM \u67b6\u69cb<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u5168\u7403\u8cc7\u6599\u5132\u5b58\u79d1\u6280\u4f01\u696d Seagate \u904e\u53bb\u9577\u9054 14 \u5e74\u4f7f\u7528\u50b3\u7d71 ITSM \u5e73\u53f0\u3002\u96a8\u8457\u4f01\u696d\u5167\u90e8\u5c0d AI \u8207\u81ea\u52d5\u5316\u9700\u6c42\u589e\u52a0\uff0c\u539f\u6709\u7cfb\u7d71\u9010\u6f38\u6210\u70ba\u8f49\u578b\u74f6\u9838\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Freshworks \u5b98\u65b9\u6848\u4f8b\u6307\u51fa\uff0cSeagate \u539f\u6709\u5e73\u53f0\uff1a<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>\u201cMade AI and automation inaccessible without costly, disruptive upgrades.\u201d<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u4e5f\u5c31\u662f\u8aaa\uff0c\u5982\u679c\u6c92\u6709\u9032\u884c\u9ad8\u6210\u672c\u3001\u53ef\u80fd\u5f71\u97ff\u65e2\u6709\u71df\u904b\u7684\u7cfb\u7d71\u5347\u7d1a\uff0c\u4f01\u696d\u5f88\u96e3\u771f\u6b63\u5c0e\u5165 AI \u8207\u9032\u968e\u81ea\u52d5\u5316\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>\u6838\u5fc3\u8f49\u578b\u7b56\u7565\u8207\u6548\u76ca<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>\u91cd\u65b0\u6574\u7406\u65e2\u6709\u6d41\u7a0b<\/strong>\uff1a\u79fb\u8f49\u81f3 Freshservice \u7684\u540c\u6642\uff0c\u6e05\u7406\u591a\u5e74\u7d2f\u7a4d\u7684\u5197\u9918 Workflow \u8207\u4f8b\u5916\u898f\u5247\u3002<\/li>\n\n\n\n<li><strong>\u5c0e\u5165\u539f\u751f AI<\/strong>\uff1a\u900f\u904e AI Agent \u8b80\u53d6 SOP\uff0c\u4e26\u5354\u52a9\u57f7\u884c\u6b0a\u9650\u958b\u901a\u7b49\u670d\u52d9\u6d41\u7a0b\uff0c\u964d\u4f4e\u984d\u5916\u5ba2\u88fd\u958b\u767c\u9700\u6c42\u3002<\/li>\n\n\n\n<li><strong>\u52a0\u5feb\u670d\u52d9\u4e0a\u7dda\u901f\u5ea6<\/strong>\uff1a\u90e8\u5206 IT \u670d\u52d9\u8207\u81ea\u52d5\u5316\u8173\u672c\u7684\u4ea4\u4ed8\u9031\u671f\uff0c\u7531\u300c\u6578\u6708\u300d\u7e2e\u77ed\u81f3\u300c\u4ee5\u9031\u70ba\u55ae\u4f4d\u300d\u3002<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Seagate \u7684\u6848\u4f8b\u53cd\u6620\u51fa\uff0c\u73fe\u4ee3 ITSM \u7684\u50f9\u503c\u5df2\u4e0d\u53ea\u662f\u7ba1\u7406 Ticket\uff0c\u800c\u662f\u8b93\u4f01\u696d\u80fd\u66f4\u5feb\u5c07\u65b0\u7684\u670d\u52d9\u8207\u81ea\u52d5\u5316\u771f\u6b63\u6295\u5165\u71df\u904b\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>\u5168\u7403\u6848\u4f8b 2\uff1aAmerican Oncology Network \u4ee5 ESM \u6574\u5408\u4f01\u696d\u670d\u52d9<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>\ud83d\udca1<\/em> <strong><em>\u4ec0\u9ebc\u662f ESM\uff08\u4f01\u696d\u670d\u52d9\u7ba1\u7406\uff09\uff1f<\/em><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>ESM\uff08Enterprise Service Management\uff09\u662f\u5c07 ITSM \u7684\u670d\u52d9\u7ba1\u7406\u6a21\u5f0f\u5ef6\u4f38\u81f3 IT \u4ee5\u5916\u7684\u90e8\u9580\uff0c\u4f8b\u5982 HR\u3001\u6cd5\u52d9\u3001\u8ca1\u52d9\u8207\u884c\u653f\uff0c\u8b93\u54e1\u5de5\u53ef\u4ee5\u900f\u904e\u55ae\u4e00\u5165\u53e3\u63d0\u51fa\u8de8\u90e8\u9580\u670d\u52d9\u9700\u6c42\u3002<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">American Oncology Network\uff08AON\uff09\u662f\u4e00\u5bb6\u5c08\u6ce8\u65bc\u764c\u75c7\u7167\u8b77\u7684\u91ab\u7642\u7db2\u7d61\uff0c\u900f\u904e\u65d7\u4e0b\u7684\u816b\u7624\u79d1\u8a3a\u6240\u8207\u91ab\u7642\u5c08\u696d\u5718\u968a\uff0c\u70ba\u764c\u75c7\u60a3\u8005\u63d0\u4f9b\u8a3a\u65b7\u3001\u6cbb\u7642\u8207\u76f8\u95dc\u7167\u8b77\u670d\u52d9\u3002\u7531\u65bc AON \u7684\u71df\u904b\u6d89\u53ca\u591a\u500b\u91ab\u7642\u64da\u9ede\u3001\u81e8\u5e8a\u5718\u968a\u8207\u5f8c\u52e4\u90e8\u9580\uff0c\u65e5\u5e38\u9700\u8981\u8655\u7406\u5927\u91cf\u884c\u653f\u3001\u6280\u8853\u8207\u8de8\u90e8\u9580\u670d\u52d9\u9700\u6c42\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">AON \u9762\u5c0d\u7684\u6311\u6230\uff0c\u662f\u91ab\u7642\u73fe\u5834\u5c0d\u884c\u653f\u8207\u6280\u8853\u652f\u63f4\u5177\u6709\u9ad8\u5ea6\u5373\u6642\u6027\u3002\u5982\u679c\u91ab\u7642\u4eba\u54e1\u9700\u8981\u82b1\u5927\u91cf\u6642\u9593\u5c0b\u627e\u6b63\u78ba\u90e8\u9580\u3001\u586b\u5beb\u5de5\u55ae\u6216\u7b49\u5f85\u7c3d\u6838\uff0c\u90fd\u53ef\u80fd\u5f71\u97ff\u6574\u9ad4\u71df\u904b\u6548\u7387\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">AON \u56e0\u6b64\u5c07 Freshservice \u5f9e IT Service Desk \u5ef6\u4f38\u81f3 HR\u3001\u6cd5\u52d9\u8207\u884c\u653f\u7b49\u90e8\u9580\uff0c\u5efa\u7acb\u4f01\u696d\u5171\u7528\u7684\u670d\u52d9\u5165\u53e3\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u540c\u6642\uff0c\u5f8c\u53f0\u4eba\u54e1\u63a5\u6536\u5230\u670d\u52d9\u8acb\u6c42\u5f8c\uff0c<strong>Freddy AI Copilot<\/strong> \u53ef\u4ee5\u5354\u52a9\u751f\u6210\u6848\u4ef6\u6458\u8981\u8207\u8655\u7406\u5efa\u8b70\uff0c\u6e1b\u5c11\u7b2c\u4e00\u7dda\u4eba\u54e1\u6574\u7406\u8cc7\u8a0a\u8207\u5224\u65b7\u554f\u984c\u7684\u6642\u9593\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u9019\u4e5f\u53cd\u6620\u51fa AI \u5728 ITSM \/ ESM \u4e2d\u7684\u91cd\u8981\u8f49\u8b8a\uff1a<strong>\u5f9e\u55ae\u7d14\u56de\u7b54\u554f\u984c\uff0c\u9010\u6b65\u9032\u5165\u5be6\u969b\u670d\u52d9\u8655\u7406\u6d41\u7a0b\u3002<\/strong><\/p>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">2026 Freshworks AI \u843d\u5730\u6210\u6548<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\u5f9e\u5168\u7403\u4f01\u696d\u7684\u5c0e\u5165\u60c5\u6cc1\u4f86\u770b\uff0c\u4f01\u696d\u7d1a AI \u5df2\u9010\u6f38\u5f9e\u5be6\u9a57\u529f\u80fd\u8d70\u5411\u6b63\u5f0f\u71df\u904b\uff1a<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>71% \u7684\u65b0\u7c3d\u7d04\u5927\u578b\u4f01\u696d<\/strong>\u5728\u5c0e\u5165\u5e73\u53f0\u6642\u540c\u6642\u63a1\u7528 Freddy AI Copilot\u3002<\/li>\n\n\n\n<li>\u5168\u7403\u5df2\u6709<strong>\u8d85\u904e 7,000 \u5bb6\u4f01\u696d<\/strong>\u6b63\u5f0f\u4ed8\u8cbb\u63a1\u7528 Freshworks AI \u6a21\u7d44\u3002<\/li>\n\n\n\n<li>\u900f\u904e AI Agent\uff0c\u90e8\u5206\u4f01\u696d\u7684<strong>\u5de5\u55ae\u81ea\u52d5\u89e3\u6c7a\u7387\u53ef\u9054 50% \u81f3 80%<\/strong>\u3002<\/li>\n\n\n\n<li>\u5728 AI \u8f14\u52a9\u4e0b\uff0cIT \u5de5\u7a0b\u5e2b\u8207\u5ba2\u670d\u4eba\u54e1\u7684<strong>\u5de5\u55ae\u8655\u7406\u7522\u80fd\u5e73\u5747\u63d0\u5347 50%<\/strong>\u3002<\/li>\n\n\n\n<li>\u5e73\u5747\u5de5\u55ae\u89e3\u6c7a\u6642\u9593\uff08MTTR\uff09<strong>\u7e2e\u77ed\u7d04 30% \u81f3 45%<\/strong>\u3002<\/li>\n\n\n\n<li>IT \u670d\u52d9\u5ba2\u6236\u6eff\u610f\u5ea6\uff08CSAT\uff09<strong>\u5e73\u5747\u63d0\u5347 25%<\/strong>\u3002<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">\u9019\u4e9b\u6578\u64da\u7684\u91cd\u9ede\u4e26\u4e0d\u53ea\u662f\u300cAI \u56de\u7b54\u5f97\u66f4\u5feb\u300d\uff0c\u800c\u662f AI \u6b63\u9010\u6b65\u9032\u5165\uff1a<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>\u7406\u89e3\u9700\u6c42 \u2192 \u5206\u985e \u2192 \u5efa\u8b70 \u2192 \u57f7\u884c \u2192 \u56de\u8986\u3002<\/strong>\u9019\u689d\u5b8c\u6574\u7684\u670d\u52d9\u6d41\u7a0b\u3002<\/p>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">\u5728\u5730\u4f01\u696d\u8f49\u578b\u5be6\u8b49\uff1a\u601d\u60f3\u79d1\u6280\u5354\u52a9 Decathlon\uff08\u8fea\u5361\u5102\uff09\u8207\u660e\u9580\u5be6\u696d\u63a8\u52d5 ITSM \u8f49\u578b<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\u9664\u4e86\u5168\u7403\u6848\u4f8b\u5916\uff0c\u5728\u5730\u4f01\u696d\u5728\u601d\u60f3\u79d1\u6280\u5354\u52a9\u4e0b\u5c0e\u5165 Freshworks \/ Freshservice \u5f8c\uff0c\u4e5f\u5c55\u73fe\u51fa\u660e\u986f\u7684\u71df\u904b\u6539\u5584\u3002<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Decathlon\uff08\u8fea\u5361\u5102\uff09<\/strong>\uff1a\u5c0e\u5165 Freshworks \u5f8c\uff0c\u5ba2\u670d\u9996\u6b21\u56de\u8986\u6642\u9593\u7531 <strong>2.5 \u5c0f\u6642\u7e2e\u77ed\u81f3 5 \u5206\u9418\u4ee5\u5167\uff0c\u964d\u5e45\u9054 96%<\/strong>\u3002\u5373\u4f7f\u6708\u5de5\u55ae\u91cf\u7531\u7d04 3,500 \u4ef6\u589e\u52a0\u81f3 5,500 \u4ef6\uff0c\u5718\u968a\u4ecd\u80fd\u7dad\u6301\u670d\u52d9\u6548\u7387\u3002<\/li>\n\n\n\n<li><strong>\u660e\u9580\u5be6\u696d<\/strong>\uff1a\u900f\u904e Freshservice \u512a\u5316\u8cc7\u8a0a\u670d\u52d9\u7ba1\u7406\uff0c\u5728\u4e0d\u589e\u52a0\u4eba\u529b\u7684\u60c5\u6cc1\u4e0b\uff0c\u4e00\u5e74\u8655\u7406\u8d85\u904e <strong>2 \u842c\u4ef6\u55ae\u64da<\/strong>\uff1b\u5e73\u5747\u55ae\u64da\u8655\u7406\u6642\u9593\u7531 26.86 \u5c0f\u6642\u7e2e\u77ed\u81f3 13.9 \u5c0f\u6642\uff0c<strong>\u8655\u7406\u6548\u7387\u63d0\u5347 92%<\/strong>\u3002<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">\u9019\u5169\u500b\u6848\u4f8b\u53cd\u6620\u51fa\u4e00\u500b\u5171\u540c\u554f\u984c\uff1a<strong>\u7576\u670d\u52d9\u9700\u6c42\u6301\u7e8c\u589e\u52a0\uff0c\u800c\u4eba\u529b\u7121\u6cd5\u540c\u6bd4\u4f8b\u589e\u52a0\u6642\uff0c\u81ea\u52d5\u5316\u8207 AI \u7684\u50f9\u503c\u5c31\u5728\u65bc\u64f4\u5927\u65e2\u6709\u4eba\u529b\u53ef\u4ee5\u627f\u64d4\u7684\u670d\u52d9\u898f\u6a21\u3002<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>\u5f9e\u6848\u4f8b\u4e2d\u770b\u5230\u7684\u4e09\u500b ITSM \u73fe\u4ee3\u5316\u91cd\u9ede<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u7d9c\u5408\u5168\u7403\u8207\u5728\u5730\u6848\u4f8b\uff0c\u53ef\u4ee5\u770b\u5230\u4e09\u500b\u5171\u540c\u8da8\u52e2\uff1a<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>1. AI \u5c0e\u5165\u4e4b\u524d\uff0c\u5f80\u5f80\u8981\u5148\u8655\u7406\u6d41\u7a0b\u50b5\u52d9\u3002<\/strong><strong><br><\/strong>\u5982\u679c\u539f\u672c\u7684 Workflow \u5df2\u7d93\u904e\u5ea6\u8907\u96dc\uff0c\u52a0\u5165 AI \u4e26\u4e0d\u6703\u81ea\u52d5\u89e3\u6c7a\u6d41\u7a0b\u554f\u984c\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>2. ITSM Migration \u4e0d\u61c9\u53ea\u662f\u628a\u820a\u6d41\u7a0b\u5b8c\u6574\u642c\u5230\u65b0\u5e73\u53f0\u3002<\/strong><strong><br><\/strong>\u66f4\u63db\u7cfb\u7d71\u4e5f\u662f\u91cd\u65b0\u6aa2\u8996 Workflow\u3001Approval \u8207\u4f8b\u5916\u898f\u5247\u7684\u6a5f\u6703\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>3. AI \u7684\u50f9\u503c\u4e0d\u53ea\u5728\u56de\u7b54 FAQ\u3002<\/strong><strong><br><\/strong>\u7576 AI \u80fd\u9032\u4e00\u6b65\u53c3\u8207 Routing\u3001Approval\u3001Action \u8207 Resolution\uff0c\u624d\u771f\u6b63\u958b\u59cb\u6e1b\u5c11\u7b2c\u4e00\u7dda IT \u4eba\u54e1\u7684\u5de5\u4f5c\u91cf\u3002<\/p>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">\u95dc\u65bc Freshworks \u8207 Freshservice \u7684\u5e38\u898b\u554f\u984c<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Q1\uff1aFreshservice \u9069\u5408\u4e2d\u5c0f\u578b\u4f01\u696d\u55ce\uff1f<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u9069\u5408\u3002Freshservice \u539f\u672c\u5c31\u662f\u4ee5\u4e2d\u5c0f\u578b\u4f01\u696d\u7684 IT \u670d\u52d9\u7ba1\u7406\u9700\u6c42\u8d77\u5bb6\uff0c\u5f8c\u7e8c\u624d\u9010\u6b65\u64f4\u5c55\u81f3\u5927\u578b\u4f01\u696d\u8207\u8de8\u90e8\u9580\u7684 ESM \u61c9\u7528\u3002\u5e73\u53f0\u63d0\u4f9b No-code Workflow\u3001Automation \u8207 AI \u80fd\u529b\uff0c\u8b93\u4f01\u696d\u53ef\u4ee5\u4f9d\u7167\u81ea\u8eab\u898f\u6a21\u8207\u9700\u6c42\u9010\u6b65\u5c0e\u5165\u6a19\u6e96\u5316 ITSM \u6d41\u7a0b\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Q2\uff1a\u70ba\u4ec0\u9ebc\u4f01\u696d\u6703\u8003\u616e\u6dd8\u6c70\u50b3\u7d71 ITSM\uff1f<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u771f\u6b63\u7684\u554f\u984c\u901a\u5e38\u4e0d\u662f\u820a\u7cfb\u7d71\u5b8c\u5168\u4e0d\u80fd\u4f7f\u7528\uff0c\u800c\u662f\u591a\u5e74\u7d2f\u7a4d\u7684\u5ba2\u88fd\u5316\u3001Workflow \u8207\u6574\u5408\u4f9d\u8cf4\uff0c\u4f7f\u6bcf\u6b21\u4fee\u6539\u3001\u5347\u7d1a\u6216\u5c0e\u5165 AI \u90fd\u9700\u8981\u4ed8\u51fa\u66f4\u9ad8\u6210\u672c\u3002\u7576 ITSM \u958b\u59cb\u9650\u5236\u81ea\u52d5\u5316\u8207\u65b0\u670d\u52d9\u4e0a\u7dda\u901f\u5ea6\u6642\uff0c\u5c31\u503c\u5f97\u91cd\u65b0\u8a55\u4f30\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Q3\uff1a\u4f01\u696d\u9700\u8981\u70ba\u4e86 AI \u66f4\u63db ITSM \u55ce\uff1f<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u4e0d\u4e00\u5b9a\u3002\u5982\u679c\u73fe\u6709 ITSM \u4ecd\u80fd\u6709\u6548\u652f\u63f4 API\u3001\u81ea\u52d5\u5316\u8207 AI\uff0c\u5c31\u6c92\u6709\u5fc5\u8981\u55ae\u7d14\u56e0\u70ba AI \u8da8\u52e2\u800c\u66f4\u63db\u5e73\u53f0\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u771f\u6b63\u9700\u8981\u91cd\u65b0\u8a55\u4f30\u7684\u60c5\u6cc1\uff0c\u662f<strong>\u73fe\u6709\u7cfb\u7d71\u7684\u6280\u8853\u50b5\u52d9\u8207\u6d41\u7a0b\u8907\u96dc\u5ea6\uff0c\u5df2\u7d93\u8b93\u6bcf\u4e00\u6b21 AI\u3001\u81ea\u52d5\u5316\u6216\u7cfb\u7d71\u6574\u5408\u90fd\u8b8a\u6210\u9ad8\u6210\u672c\u5c08\u6848\u3002<\/strong><\/p>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">\u5f9e\u50b3\u7d71 ITSM \u8d70\u5411 AI \u9a45\u52d5\u7684\u670d\u52d9\u7ba1\u7406<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\u5f9e Seagate\u3001AON\u3001Decathlon\uff08\u8fea\u5361\u5102\uff09\u5230\u660e\u9580\u5be6\u696d\uff0c\u53ef\u4ee5\u770b\u5230\u4f01\u696d\u63a8\u52d5 ITSM \u73fe\u4ee3\u5316\u7684\u91cd\u9ede\uff0c\u5df2\u4e0d\u53ea\u662f\u300c\u66f4\u63db\u5de5\u55ae\u7cfb\u7d71\u300d\uff0c\u800c\u662f\u5efa\u7acb\u66f4\u5bb9\u6613\u6574\u5408\u3001\u81ea\u52d5\u5316\uff0c\u4e26\u80fd\u6301\u7e8c\u652f\u63f4 AI \u61c9\u7528\u7684\u4f01\u696d\u670d\u52d9\u67b6\u69cb\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u9019\u4e9b\u6848\u4f8b\u4e5f\u986f\u793a\uff0c\u7576\u820a\u7cfb\u7d71\u7684 Workflow \u8907\u96dc\u5ea6\u3001\u7dad\u8b77\u6210\u672c\u8207\u6574\u5408\u9650\u5236\u958b\u59cb\u963b\u7919\u670d\u52d9\u5275\u65b0\u6642\uff0c\u4f01\u696d\u9700\u8981\u91cd\u65b0\u601d\u8003\u7684\u5c31\u4e0d\u53ea\u662f\u300c\u7cfb\u7d71\u662f\u5426\u9084\u80fd\u4f7f\u7528\u300d\uff0c\u800c\u662f\uff1a<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>\u5b83\u662f\u5426\u4ecd\u7136\u9069\u5408\u672a\u4f86\u4e09\u81f3\u4e94\u5e74\u7684\u670d\u52d9\u7ba1\u7406\u6a21\u5f0f\uff1f<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u5982\u679c\u7b54\u6848\u662f\u5426\u5b9a\u7684\uff0cITSM \u73fe\u4ee3\u5316\u5c31\u4e0d\u61c9\u53ea\u662f\u4e00\u6b21\u6027\u7684\u7cfb\u7d71\u6c70\u63db\uff0c\u800c\u61c9\u8a72\u5f9e\u6d41\u7a0b\u8a3a\u65b7\u3001\u670d\u52d9\u8a2d\u8a08\u8207\u81ea\u52d5\u5316\u9700\u6c42\u51fa\u767c\uff0c\u9010\u6b65\u5efa\u7acb\u66f4\u5177\u5f48\u6027\u3001\u53ef\u64f4\u5145\uff0c\u4e5f\u66f4\u9069\u5408\u5c0e\u5165 AI \u7684\u670d\u52d9\u7ba1\u7406\u74b0\u5883\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u601d\u60f3\u79d1\u6280\uff08Master Concept\uff09\u6210\u7acb\u65bc 2003 \u5e74\uff0c\u70ba Freshworks \u9802\u5c16\u96f2\u7aef\u5925\u4f34\u3001Google Cloud Premier Partner \u4ee5\u53ca Asana \u5b98\u65b9\u9802\u7d1a\u89e3\u6c7a\u65b9\u6848\u5925\u4f34\uff0c\u670d\u52d9\u8986\u84cb\u53f0\u7063\u53ca\u4e9e\u592a\u7b49\u5730\u5340\uff0c\u70ba\u4f01\u696d\u63d0\u4f9b\u5168\u65b9\u4f4d\u7684\u6578\u4f4d\u8f49\u578b\u652f\u63f4\uff1a<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Freshworks \u5168\u7cfb\u5217\u7522\u54c1\u8207\u8de8\u7cfb\u7d71\u6574\u5408\u5c08\u696d\uff1a\u65bc Freshservice\u3001Freshdesk \u8207 Freshdesk Omni \u7684\u67b6\u69cb\u5efa\u7f6e\uff0c\u80fd\u7121\u7e2b\u4e32\u63a5 Google Workspace\u3001Asana \u53ca\u4f01\u696d CRM\uff0c\u6253\u9020\u8cab\u901a ITSM\u3001ESM \u8207 CX \u7684\u5168\u901a\u8def\u81ea\u52d5\u5316\u6d41\u7a0b\u3002<\/li>\n\n\n\n<li>\u8d85\u904e 20 \u5e74\u7684\u9802\u7d1a\u96f2\u7aef\u670d\u52d9\u8207\u8cc7\u5b89\u7d93\u9a57\uff1a\u5df2\u5354\u52a9\u6578\u5343\u5bb6\u4f01\u696d\u5b8c\u6210 IT \u670d\u52d9\u73fe\u4ee3\u5316\u3001\u6b0a\u9650\u7ba1\u7406\u8207\u8cc7\u5b89\u5408\u898f\u8a2d\u8a08\uff0c\u78ba\u4fdd\u4f01\u696d\u7121\u75db\u6dd8\u6c70\u820a\u7cfb\u7d71\u3001\u5b89\u5168\u79fb\u8f49\u81f3\u96f2\u7aef\u3002<\/li>\n\n\n\n<li>\u4e9e\u592a\u5728\u5730\u5316\u6280\u8853\u652f\u63f4\u8207\u57f9\u8a13\uff1a\u63d0\u4f9b\u4e2d\u6587\u5c08\u4eba\u670d\u52d9\u3001\u4f01\u696d\u5ba2\u88fd\u5316\u6559\u80b2\u8a13\u7df4\uff0c\u4e26\u652f\u63f4\u5728\u5730\u5316\u71df\u904b\uff0c\u5305\u542b\u53f0\u5e63\u5831\u50f9\u8207\u958b\u7acb\u53f0\u7063\u4e09\u806f\u5f0f\u7d71\u4e00\u767c\u7968\u3002<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">\u6b61\u8fce<a href=\"https:\/\/share.hsforms.com\/1K2AdE20BQii9O9TnlNgfCw2231b\" target=\"_blank\" rel=\"noopener\">\u806f\u7d61\u601d\u60f3\u79d1\u6280\u9867\u554f<\/a>\uff0c\u9032\u4e00\u6b65\u4e86\u89e3 Freshworks\u3001Freshservice \u8207 AI ITSM \u5c0e\u5165\u65b9\u6848\u3002<\/p>\n\n\n\n<p 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