Freshworks Unveils AI-Powered Customer Service Suite with Freddy Generative AI Integration
August 03 2023 - 8:00AM
Freshworks Inc., (NASDAQ: FRSH) today announced the launch of its
AI-powered Customer Service Suite which brings together
self-service bots, agent-led conversational messaging, and
automated ticketing management in an all-in-one solution. Uniting
Freshchat™, Freshdesk™, and the company’s generative artificial
intelligence technology, Freddy AI, the Freshworks Customer Service
Suite enables a modern customer support experience accessible to
any company, with pricing that scales from small business to global
enterprise.
Ninety four percent of business leaders surveyed in Deloitte’s
State of AI in the Enterprise, 5th Edition, agree that AI is
critical to success over the next five years. However, many (42%)
see implementing AI technologies a barrier to doing that.
Freshworks Customer Service Suite is easy-to-implement,
easy-to-use, and easy-to-scale solution for companies looking to
leverage AI to retain and delight their customers.
"At Freshworks, we've always been committed to delivering
innovative solutions that anticipate the needs of our customers.
The new Freshworks Customer Service Suite is firmly rooted in
generative AI technology and empowers businesses to automate
customer resolutions, supercharge agent productivity and make smart
decisions quickly at a price point that every company wants,” said
Freshworks’ Chief Product Officer Prakash
Ramamurthy.
The Freshworks Customer Service Suite follows the June beta
launch of Freddy Self Service, Copilot, and Insights, which brought
generative AI enhancements to a wide range of Freshworks products,
and builds upon Freshworks’ generative AI enhancements released in
March, which are already reducing agent time required on certain
tasks by more than 80%.
Using Freshworks’ Freddy AI capabilities with the Customer
Service Suite, companies of all sizes can:
- Automate and personalized self-service across
channels. Freddy Self Service AI-powered bots work across
channels to help customers find answers fast. Ticket deflection
happens faster and customers receive an overall better experience
with personalized resolutions.
- Supercharge agent productivity and
collaboration. Freddy Copilot equips agents with
next-best-action suggestions, streamlines workflows and enables
them to deliver accurate and personalized service. Integration with
an advanced ticketing system promotes seamless teamwork among
departments.
- Leverage actionable Insights to make smarter
decisions. Freddy Insights continuously analyzes data to
surface key issues, make recommendations to fix those issues, and
generate reports using conversational prompts.
The all-in-one Suite offers value for businesses seeking to
elevate their customer support capabilities with more engaging
customer experiences and improved agent productivity.
Freshdesk customer, David Yabubik, Director of Customer
Support at Restaurant365, said, “We have
big aspirations for the future and if we are ever going to hit the
kind of revenue, service margins, and scale of support, we're going
to need to get more efficient and automate our work. AI promises to
do just that, with a potential game changer in the Freshworks
Customer Service Suite.”
Frank Servidio, Director of Service Operations at Ryan
Specialty, said, “Our existing Freshdesk knowledge base
automations combined with the new Freddy AI Self-Service
capabilities will play very nicely with the Freshchat bots we are
implementing. We’re expecting bots and automations will decrease
tickets by at least 10 percent, probably more."
Read more about the Customer Service Suite on our blog:
https://www.freshworks.com/customer-service-generative-ai-blog/Experience
a free trial by signing up on our website:
https://www.freshworks.com/customer-service-suite/demo-request/
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 65,000 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.
© 2023 Freshworks Inc. All Rights Reserved. Freshworks and its
associated logo is a trademark of Freshworks Inc. All other
company, brand and product names may be trademarks or registered
trademarks of their respective companies. Nothing in this press
release should be construed to the contrary, or as an approval,
endorsement or sponsorship by any third party of Freshworks Inc. or
any aspect of this press release.
Media Relations Contact:Erika
HowardPR@freshworks.com
A photo accompanying this announcement is available at
https://www.globenewswire.com/NewsRoom/AttachmentNg/d49f6fcc-bf23-4b33-8f03-d324b0508cfa.
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