An opportunity to unveil AI innovations

The Bank of America Global Technology Conference 2025, held on 4 June, brought together leading technology providers, financial institutions, and industry analysts to discuss the latest advancements shaping enterprise IT. The event served as a platform for unveiling next-generation solutions and sharing strategic insights with a global audience of technology decision-makers.

Key Developments

During the conference, Freshworks presented new advancements in artificial intelligence, with a focus on embedding agentic AI capabilities across its product suite. The enhancements are designed to automate complex workflows, accelerate response times, and enable more personalised support at scale. The approach is to augment human expertise, allowing IT and customer service teams to focus on higher-value initiatives and drive operational efficiency.

Freshworks’ strategic roadmap, as outlined at the event, includes:

• Expanding AI features to streamline ITSM and customer experience operations

• Strengthening industry partnerships

• Investing in intuitive, scalable software for enterprise customers

Industry Context and Impact

It is important to note that Freshworks participated in the conference as a technology presenter. There is no public information or official case study indicating that Bank of America has implemented Freshworks solutions. The company’s presence at this high-profile event underscores the growing relevance of AI-driven ITSM solutions in the enterprise sector, particularly among financial institutions and large organisations seeking to improve resilience, productivity, and business continuity.

As highlighted by recent industry research, including reports from Gartner, organisations often struggle to achieve full ROI from ITSM tools due to challenges in implementation maturity. Innovations such as those presented by Freshworks are aimed at addressing these gaps, supporting IT departments in preventing outages, managing performance, and realising measurable outcomes.

ITSM Connect Perspective

At ITSM Connect, we continue to track and analyse major industry events and technology trends. Our mission is to empower organisations across Europe and Africa with the latest insights, practical resources, and forward-thinking strategies in IT service management. Through our guides, research, and expert podcasts, we support IT leaders in scaling their operations, integrating cybersecurity, and achieving sustainable growth.

Conclusion

The advancements presented by Freshworks at the Bank of America Global Technology Conference reflect the direction of enterprise ITSM: intelligent automation, operational resilience, and a focus on delivering tangible business value. As the ITSM landscape evolves, solutions that combine advanced technology with human expertise will be essential for organisations seeking to remain competitive and responsive.