Freshworks Inc., (NASDAQ: FRSH) today announced Freddy Self
Service, Freddy Copilot and Freddy Insights to make artificial
intelligence more accessible to every workplace. The new predictive
and assistive generative AI capabilities embedded within Freshworks
solutions and platform go beyond content generation and help
support agents, sellers, marketers, IT teams and leaders become
more efficient with a revolutionary new way to interact with their
business software.
The new Freddy AI enhancements will be demonstrated for the
first time at Freshworks’ Q2 ’23 Launch event, adding to the AI
upgrades launched in March that have reduced time to complete work
tasks in sales, marketing and support by as much as 83%.
"Our goal at Freshworks is to put the power of generative AI in
the hands of the Fortune five million, not just the Fortune 500
enterprise,” Girish Mathrubootham, Founder and
CEO. “We’ve been helping customers run more efficient
businesses with AI for half a decade and know they don't need a
billion apps to do so. Every department could benefit from a
workplace assistant that maximizes productivity, and that's what
Freddy AI can do – for the support agent, sales person, marketer,
IT manager, HR professional, developer and more."
The new Freddy AI capabilities leverage Freshworks’ domain
expertise in sales, marketing, customer support and IT to deliver
artificial intelligence that helps eliminate busy work and makes
doing work easier and more delightful. Freddy
Copilot offers contextual assistance, offloads repetitive
tasks, and maximizes team productivity by enabling developers and
employees in support, sales, and marketing to use conversations to
get their work done; Freddy Self Service offloads
monotonous work to bots to scale support and deliver excellent
customer experiences; and Freddy Insights
automates the analysis of their daily productivity and provides
recommendations to drive greater business impact. Together, Freddy
generative AI capabilities help businesses automate, scale, and
derive actionable insights from their work.
Freshworks chose to integrate Microsoft Azure OpenAI
Service into Freddy AI solutions to ensure the privacy and
security of Freshworks customers data. John Montgomery,
Corporate Vice President, Azure AI Platform at Microsoft
said, “Microsoft and Freshworks are working together to
bring the power of generative AI with enterprise-level security and
compliance into the workplace for companies of all sizes. We
believe in Freshworks’ mission and we’re excited to see how people
in customer support, IT, sales and marketing can transform their
customer and employee experiences with Microsoft Azure OpenAI.”
Freddy Copilot for a More Efficient Way to Sell, Market,
and Develop
Freddy Copilot for support, sales, marketing and developers
helps users speed up workflows using conversational prompts to do
their jobs within Freshworks products and build new applications to
extend them. Beta deployments of Freddy Copilot have been used by
390 companies and reduced effort by as much as 83%. More than 2,500
developers already using Freshworks Developer Platform can now use
Freddy Copilot to develop innovative, high-quality, reliable apps
faster.
Freddy Self Service for More Personalized Customer &
Employee Support at Scale
Freddy Self Service gives companies the tech to deliver
personalized automation at scale. This is possible using the
Freshworks platform and large language model ("LLM”) for
personalized automation that fuels agent productivity. Leveraging
large language and account-specific models, Freddy Self Service
handles large portions of L0/L1 queries from employees and
customers within Freshdesk and Freshservice while delivering
personalized responses. This allows customer support and IT
personnel to focus on higher value projects and tasks.
“Freshworks has quickly become the center of IQor’s digital
customer and employee universe,” said Sergey Kolosovosky,
Senior Vice President of Application Development and Solutions at
IQor, a U.S. business processing firm with 40,000
employees using Freshworks Freddy AI capabilities. “Using these new
AI solutions, we’re excited to equip our customers and employees
with the tools they need to enable their daily functions and deepen
our engagement with them, allowing us to focus on the key priority,
creating happy employees and delighted customers. Having access to
great software, supercharged by generative AI, is a game changer
for us.”
Freddy Insights for Automated and Actionable Business
Leader Intelligence
Freddy Insights helps businesses to streamline operations and
drive business growth. Freshworks’ generative AI analyzes customer
and employee support data to automatically identify areas for
improvement. It also is able to analyze marketing and sales
effectiveness and recommends optimizations that can improve
performance and increase revenue. Freddy Insights also offers
proactive quality management that evaluates support quality, helps
find out if staff are delivering on established goals and guides
agents to get better with every customer conversation.
“For far too long companies have spent time and energy training
humans to understand software. Now with generative AI, products are
learning to adapt to how humans think,” said Prakash
Ramamurthy, Chief Product Officer at Freshworks.
“Freshworks has a unique opportunity to bring greater productivity
and proactive insights to businesses of all sizes and help our
customers turn generative AI into business momentum.”
Freshworks’ goal is to have Freddy AI solutions unify the
strengths of a range of LLMs to optimize business performance and
speed deployments. Freshworks will build out proprietary language
models and incorporate general purpose LLMs to address customer
specific needs.
To learn more about the Freshworks Q2 ’23 Launch, visit the
Freshworks website or register for our virtual event on June 22.
All the innovations announced today are available for beta
testing.
About FreshworksFreshworks Inc., (NASDAQ: FRSH)
creates business software anyone can use. Purpose-built for IT,
customer support, and sales and marketing teams, our AI-boosted
products are designed to let everyone work more efficiently and
deliver more value for immediate business impact. Headquartered in
San Mateo, California, Freshworks operates around the world to
serve more than 60,000 customers, including American Express, Blue
Nile, Bridgestone, Databricks, Fila, Klarna, and OfficeMax. For the
freshest company news, visit www.freshworks.com and follow us on
Facebook, LinkedIn, and Twitter.
Media Relations Contact:Jayne
GonzalezPR@freshworks.com
Photos accompanying this announcement are available at
https://www.globenewswire.com/NewsRoom/AttachmentNg/70f65da2-de89-4f8e-9b4e-ae2e5c2b78df
https://www.globenewswire.com/NewsRoom/AttachmentNg/7ee5bb5a-9835-480e-a94c-c29a4e467c7a
A video accompanying this announcement is available
at https://www.globenewswire.com/NewsRoom/AttachmentNg/7b516176-9723-4dc3-a37c-246c522fb9ac
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