Freshworks Inc. has announced the introduction of new generative AI enhancements across its product lines, aiming to boost business efficiency. The company has unveiled Freddy Self Service, Freddy Copilot, and Freddy Insights, which bring predictive and assistive generative AI capabilities to Freshworks solutions and platform. These enhancements go beyond content generation and provide support agents, sellers, marketers, IT teams, and leaders with an innovative way to interact with their business software, improving overall efficiency.
The Freddy AI enhancements will be showcased for the first time at Freshworks’ Q2 ’23 Launch event. These upgrades follow the AI improvements launched in March, which have already reduced the time required to complete tasks in sales, marketing, and support by up to 83%.
Girish Mathrubootham, Founder and CEO of Freshworks, expressed the company’s objective to democratize the power of generative AI, making it accessible not only to Fortune 500 enterprises but also to smaller businesses. Freshworks has been leveraging AI to help customers streamline their operations for the past five years and believes that every department can benefit from a workplace assistant like Freddy AI, maximizing productivity across various roles.
The new Freddy AI capabilities leverage Freshworks’ expertise in sales, marketing, customer support, and IT. These capabilities aim to eliminate mundane tasks, simplify work processes, and enhance user experience. Freddy Copilot provides contextual assistance and offloads repetitive tasks, enabling developers and employees in support, sales, and marketing to accomplish their work through conversations. Freddy Self Service delegates monotonous work to bots, enabling scalable support and delivering exceptional customer experiences. Freddy Insights automates daily productivity analysis and offers recommendations to drive business impact. Collectively, these generative AI capabilities help businesses automate processes, scale operations, and derive actionable insights.
To ensure the privacy and security of customer data, Freshworks chose to integrate Microsoft Azure OpenAI Service into its Freddy AI solutions. The collaboration with Microsoft aims to deliver generative AI with enterprise-level security and compliance, catering to companies of all sizes.
Freddy Copilot, designed for support, sales, marketing, and developers, allows users to accelerate workflows by using conversational prompts within Freshworks products. This feature has undergone beta deployments with 390 companies, resulting in effort reduction by up to 83%. Moreover, more than 2,500 developers utilizing the Freshworks Developer Platform can now leverage Freddy Copilot to develop innovative applications more efficiently.
Freddy Self Service empowers companies to deliver personalized automation at scale. By utilizing the Freshworks platform and a large language model (LLM), it handles a significant portion of L0/L1 queries from employees and customers within Freshdesk and Freshservice, delivering personalized responses. This frees up customer support and IT personnel to focus on higher-value projects and tasks.
Sergey Kolosovosky, Senior Vice President of Application Development and Solutions at IQor, a U.S. business processing firm, commended Freshworks’ AI solutions and highlighted the tools’ ability to deepen customer and employee engagement, ultimately leading to happier employees and satisfied customers.
Freddy Insights assists businesses in streamlining operations and driving growth. Through generative AI, Freshworks’ solution analyzes customer and employee support data, automatically identifying areas for improvement. It also evaluates marketing and sales effectiveness, providing recommendations for optimization that can enhance performance and increase revenue. Freddy Insights offers proactive quality management by assessing support quality, tracking progress toward established goals, and guiding agents to improve their interactions with customers.
Prakash Ramamurthy, Chief Product Officer at Freshworks, emphasized the transformative potential of generative AI, enabling products to adapt to human thinking and enhancing productivity and proactive insights for businesses of all sizes.
Freshworks aims to unify the strengths of various language models (LLMs) to optimize business performance and speed up deployments. The company plans to develop proprietary language models and incorporate general-purpose LLMs to address customer-specific needs.
To learn more about Freshworks’ Q2 ’23 Launch event, interested individuals can visit the Freshworks website or register for the virtual event. All the innovations announced are available for beta testing.
