Freshworks introduces AI-driven customer service solution

Freshworks has brought together self-service bots, agent-led conversational messaging, and automated ticketing management in an all-in-one AI-powered solution, Customer Service Suite. Uniting Freshchat, Freshdesk, and the company’s generative AI technology, Freddy AI, the Freshworks Customer Service Suite enables a modern customer support experience accessible to any company.

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 addresses these concerns as it is easy to implement, use, and scale, said the company.

"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.

Using Freshworks’ Freddy AI capabilities with the Customer Service Suite, companies of all sizes can:

- Automate and personalise self-service across channels. Freddy Self Service AI-powered bots work across channels to help customers find answers fast.

- Supercharge agent productivity and collaboration. Freddy Copilot equips agents with next-best-action suggestions, streamlines workflows and enables them to deliver accurate and personalised service. Integration with an advanced ticketing system promotes seamless teamwork among departments.

- Leverage actionable insights to make smarter decisions. Freddy Insights continuously analyses data to surface key issues, makes recommendations to fix those issues, and generates reports using conversational prompts.

David Yabubik, Director of Customer Support at Restaurant 365, which provides restaurant management software 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.”

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.

"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,” Girish Mathrubootham, Founder and CEO. 

“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 maximises productivity, and that's what Freddy AI can do – for the support agent, sales person, marketer, IT manager, HR professional, developer and more."

Together, Freddy generative AI capabilities help businesses automate, scale, and derive actionable insights from their work. Freddy Copilot offers contextual assistance, offloads repetitive tasks, and maximises 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.

Freshworks has further integrated Microsoft Azure OpenAI Service into Freddy AI solutions to power several Freddy Copilot and Freddy Self Service use cases, while ensuring the privacy and security of Freshworks customers data. 

John Montgomery, Corporate VP, Azure AI Platform at Microsoft said at the time of the announcement in June: “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. We believe in Freshworks’ mission and we’re excited to see how people in customer support, IT, sales and marketing can transform their customer and employee experiences with Microsoft Azure OpenAI.” 

Freshworks is using Azure Cognitive Services, including the Open AI completions API, GPT3.5-turbo and GPT4 models, to implement features such as message expansion, tone enhancer, summariser, rephraser, and more. Azure OpenAI Service’s most powerful GPT-3 model, text-davinci-003, was also leveraged to build Freddy Copilot. Beta deployments of Freddy Copilot have been used by 390 companies and reduced effort by as much as 83%.

“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,” said Prakash Ramamurthy, Chief Product Officer at Freshworks. 

“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.”

In late July, Freshworks announced that Styli, a fashion e-commerce brand that belongs to the Landmark Group, uses Freshdesk and Freshchat to manage and automate its customer support operations. Freshworks bots empowered Styli with AI-powered automation, real-time resolution, and contextual handover improving its average resolution time and fostering brand loyalty through exceptional customer experiences.

Styli sells fashion in KSA, UAE, Bahrain, Kuwait, and India, with a young customer base that heavily uses Whatsapp. To manage high customer demand and maintain exceptional customer experience at scale, Styli required a more modern customer support suite.

“We believe that quality customer experience is the soul of a business with loyal customers,” said Rana Abdel-razik, Customer Experience Manager at Styli. 

“Freshworks has helped to up level our vision and foster an even greater level of trust with our customers.”

Freshdesk integrated with Styli’s internal order management system, providing a unified view of customer purchases and support history to agents. Freshchat’s advanced automation features also helped the team get their work done faster and more efficiently.

“Prior to Freshdesk, we had many manual flows that have now been easily automated,” added Abdel-razik. “For example, tickets are now being automatically routed to agents based on the language classification – Arabic or English.”

Additional automation rules enabled by the team include the auto-assignment of agents based on departments and customised rules to auto-close spam tickets.

Freshdesk’s dashboard enables team supervisors to gain clarity on performance and see what holds back their teams’ productivity. As a result, they can better direct agents to act quickly – seeing a 42% improvement in average resolution time. The team has also experienced a productivity boost, with bots deflecting nearly 45% of Whatsapp queries. When asked about their experience, customers cite timely support as one of their favourite parts of interacting with the brand.

“The Landmark Group has been a long-term customer of the Freshworks CX suite of products and we are thrilled to extend it to Styli,” said Sandie Overtveld, SVP for Freshworks APAC and MEA. 

“It’s exciting to see how much value our products bring to the brand and its customers – so much that they continue to expand the use of products to other entities. Freshworks works with some of the world's best e-commerce solutions, and being part of Styli’s journey and setting new benchmarks for support in this rapidly changing industry makes everything we do worth it. We can’t wait to see how our partnership with Styli evolves.”

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