Software-as-a-Service (SaaS) company Freshworks on Thursday launched 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.
In 2018, Freshworks launched Freddy, its AI engine that focused on reducing repetitive tasks. In June, the company introduced three new generative AI services – Freddy Self Service, Freddy Copilot, and Freddy Insights, which brought generative AI enhancements to a wide range of Freshworks products. These releases built upon the company’s AI enhancements it announced in March this year, which are already reducing agent time required on certain tasks by more than 80%, the company said in a statement.
The company also said that it is working on proprietary language models and integrating general-purpose LLMs to meet customer needs.
Key Benefits of the Customer Service Suite:
- AI-Powered Self-Service – Automate self-service across channels
- Unified Agent Workspace – Supercharge agent productivity
- Advanced Tracking – Enable seamless collaboration across teams
- Proactive Insights – Make smart decisions faster
- Streamlined Admin – Drive productivity and enable excellent support
- Rapid ROI – Realize value and impact quickly
