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From firefighting to foresight: How Stack Overflow partnered with Freshworks for an IT reboot
For information technology leaders at high-growth companies, the shift from reactive firefighting to proactive operations remains the ultimate — and often elusive — goal. At Stack Overflow, achieving this required a strategic pivot toward artificial intelligence, using AI-powered service management to streamline internal workflows and support a global developer community.
Manual processes previously plagued employee onboarding, explained Moosh Jarzyna (pictured, left), director of IT at Stack Overflow. But the impact of simplifying complex environments was immediate for the knowledge-sharing platform.
“Our laptop delivery went from about 46% [of] laptops delivered on time, meaning ahead or on day one, to 100%, excluding obviously weather and customs and stuff like that, but things within our control, we can meet that 100% SLA,” Jarzyna told theCUBE, referencing just one of many signs that onboarding had been optimized.
Jarzyna and Srini Raghavan (right), chief product officer of Freshworks Inc., spoke with Bob Laliberte, principal analyst at theCUBE Research, at the Refresh North America 2025 event, for an exclusive interview on theCUBE, SiliconANGLE Media’s livestreaming studio. They discussed new innovations in AI agents and how their strategic partnership is enabling an AI-powered service management transformation. (* Disclosure below.)
Freeing up resources with AI-powered service management
Freshworks seeks to simplify enterprise service management by consolidating multiple tools within the Freshservice platform. A key feature of the company’s service is its “vertical AI agents,” which are preconfigured for specific industries and common support scenarios. Customers in high-volume environments, such as retail, can deploy these agents out of the box to deflect routine tickets and speed up response times. Early adopters are already seeing measurable gains, Raghavan noted.
“Look at the benefits in three buckets. One is the operational efficiency that they’re improving because the AI agent is able to deflect the simple tickets that needs to be resolved … The second bucket, which is probably the more important thing, is the customer satisfaction. Their end customers are getting resolutions in a much more faster way … And the employees, by leveraging AI, they’re able to save time and thereby the employee satisfaction is very high. I call it the trifecta. Your operational efficiency is improving. You are having happier employees, and your end users are really happy.”
These benefits include dramatically lower ticket volumes for employees and faster resolution times for end users. But for Stack Overflow in particular, the integration of AI goes beyond simple automation; it represents a fundamental shift in their IT strategy, Jarzyna explained.
“One … adage keeps coming up and that is, ‘We need to go from being reactive to being proactive,’” Jarzyna said. “Putting everything onto one platform is finally going to open up the capacity within IT organizations to bridge that gap and finally move to a proactive state.”
Here’s the complete video interview, part of SiliconANGLE’s and theCUBE’s coverage of the Refresh North America 2025 event:
(* Disclosure: TheCUBE is a paid media partner for the Refresh North America 2025 event. Neither Freshworks, the sponsor of theCUBE’s event coverage, nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)
Photo: SiliconANGLE
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