Freshworks unveils AI-powered customer service suite with Freddy AI Integration

In a recent announcement, Freshworks Inc. has unveiled its revolutionary AI-driven Customer Service Suite, seamlessly combining self-service chatbots, agent-guided conversational messaging, and automated ticket management into a comprehensive solution. This innovative suite integrates Freshchat™, Freshdesk™, and the company’s advanced artificial intelligence technology known as Freddy AI, enabling businesses of all sizes to access a modern customer support experience. The pricing structure accommodates both small enterprises and global corporations.

According to Deloitte’s State of AI in the Enterprise, 5th Edition, a staggering 94% of business leaders surveyed recognize the significance of AI for their future success. However, 42% acknowledge that implementing AI technologies poses a challenge. Addressing this, the Freshworks Customer Service Suite presents an easily implementable, user-friendly, and scalable solution for companies aiming to leverage AI in enhancing customer satisfaction and loyalty.

Chief Product Officer of Freshworks, Prakash Ramamurthy, remarked, “Freshworks has consistently aimed to provide innovative solutions that anticipate our customers’ needs. The newly launched Freshworks Customer Service Suite is deeply rooted in generative AI technology, empowering businesses to automate customer issue resolutions, enhance agent efficiency, and make swift intelligent decisions, all at a price point that appeals to every business.”

This release follows the June introduction of Freddy Self Service, Copilot, and Insights, which infused generative AI advancements into various Freshworks products. It further builds upon the generative AI enhancements unveiled in March, which have already proven to reduce agent time on specific tasks by over 80%.

Leveraging Freshworks’ Freddy AI capabilities through the Customer Service Suite offers companies the ability to:

– Automate and personalize self-service interactions across multiple channels. Freddy Self Service AI-driven chatbots operate seamlessly across various platforms, facilitating rapid customer query resolutions. This accelerates ticket deflection and elevates the overall customer experience through personalized solutions.

– Enhance agent productivity and collaboration. Freddy Copilot equips agents with intelligent suggestions for optimal actions, streamlining workflows, and enabling them to deliver accurate, personalized assistance. Integration with an advanced ticketing system fosters cohesive collaboration among different departments.

– Harness actionable insights for informed decision-making. Freddy Insights continually analyzes data, highlighting critical issues and generating reports through conversational prompts.

The all-inclusive Suite caters to businesses seeking to amplify their customer support capabilities by providing more immersive customer interactions and bolstering agent efficiency.

David Yabubik, Director of Customer Support at Restaurant 365, a Freshdesk customer, shared, “We harbor ambitious goals for our future endeavors, and to achieve the revenue, service margins, and support scalability we aspire to, we must enhance efficiency and automate our operations. AI, as promised in the Freshworks Customer Service Suite, appears to be the perfect solution for our needs.”

Frank Servidio, Director of Service Operations at Ryan Specialty, stated, “The fusion of our existing Freshdesk knowledge base automations with the newfound capabilities of Freddy AI Self-Service is a seamless fit with the Freshchat bots we are implementing. We anticipate that these bots and automations will significantly reduce ticket volume, possibly by more than 10%.”