Freshworks unveils AI-powered customer service suite

Freshworks has announced the launch of its AI-powered Customer Service Suite, which brings together self-service bots, agent-led conversational messaging, and automated ticketing management in an all-in-one solution. 

Uniting Freshchat, Freshdesk, and the company's generative artificial intelligence technology, Freddy AI, the Freshworks Customer Service Suite enables a modern customer support experience accessible to any company, with pricing ranging from small businesses to global enterprises.

94% 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 as a barrier to doing that.

Freshworks Customer Service Suite is an easy-to-implement, easy-to-use, and easy-to-scale solution for companies leveraging AI to retain and delight their customers.

"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," says Prakash Ramamurthy, the chief product officer at Freshworks.

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, which are already reducing agent time required on specific tasks by more than 80%.

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. Ticket deflection happens quicker, and customers receive a better experience with personalised resolutions.

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.

Freddy Insights continuously analyses data to surface key issues, make recommendations to fix those issues, and generate reports using conversational prompts.

The all-in-one Suite offers value for businesses seeking to elevate their customer support capabilities with more engaging customer experiences and improved agent productivity.

"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," says David Yabubik, director of customer support at Restaurant 365 and a Freshdesk customer.

"Our existing Freshdesk knowledge base automations combined with the new Freddy AI Self-Service capabilities will play very nicely with the Freshchat bots we are implementing. We're expecting bots and automations will decrease tickets by at least 10%, probably more," says Frank Servidio, director of service operations at Ryan Specialty.