Freshworks enhances customer support, sales, and marketing with AI for better efficiency and quality

Freshworks Inc. announced new GPT-based conversational enhancements to Freshworks’ natively-built AI powered assistant, Freddy. 

The most recent generative AI capabilities of Freddy aid a variety of customer-facing professionals in working quicker, smarter, and more productively by utilising OpenAI’s ChatGPT and underlying big language models. Customer service representatives respond promptly and professionally to clients and coworkers, marketers create more persuasive copy in a shorter amount of time, and salespeople create emails that pique the interest of potential clients.

Prakash Ramamurthy, Chief Product Officer at Freshworks said “We’ve made significant investments in our AI strategy over the last five years to enhance agent productivity and their customers’ experience. The newest Freddy updates using the latest in GPT large language models bring even more value to these experiences.” 

Ramamurthy added “We are fundamentally transforming how Freshworks customers will interact with our products through more conversations and fewer clicks.”

Freddy’s latest generative AI capabilities, powered by OpenAI’s ChatGPT and other sophisticated language models, help various customer-facing professionals work faster, smarter, and more efficiently. With Freddy, customer service representatives can deliver prompt and professional responses to clients and colleagues, marketers can create more compelling copy in less time, and salespeople can craft emails that captivate potential clients.

Today, Freshworks customers participating in the Freddy AI beta programs are able to: 

Summarize Conversations: Support agents using Freshchat™can view an automatic summary of customer conversations to gain context, rather than reading through an entire conversation before responding.

Rephrase Responses: Support agents can replace casual language with more formal and clear responses.

Autocomplete Content: Support agents can save keystrokes and respond faster to customer inquiries, with predictive sentence completion.

Generate Articles: Support agents can save time by creating contextual knowledge-base articles and FAQs using generative AI and simple prompts.

Write Email Copy: Marketers using Freshmarketer™, Freshworks’ marketing automation suite, can write better email copy in less time to improve open rates and engagement. Sellers can create personalized emails tailored to individual prospects’ specific needs and pain points.