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Freshworks’ AI Enhancements to Power Greater Business Efficiency


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%.

Freshworks has 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.

“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. 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,” Girish Mathrubootham, Founder and CEO, Freshworks.

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.”

Freddy Self Service gives companies the tech to deliver personalized automation at scale. It 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’ 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. 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,” said Prakash Ramamurthy, Chief Product Officer, Freshworks.

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.

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