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Freshworks rolls out Freddy AI Agent to elevate customer and employee experience

YourStory

YourStory · 10m ago

Freshworks rolls out Freddy AI Agent to elevate customer and employee experience

Freshworks has introduced Freddy AI Agent, an autonomous service agent aimed at enhancing customer experience and employee experience. The agents can be deployed quickly and have shown high resolution rates for customer support and IT service inquiries. The launch comes amid increasing adoption of AI agents by enterprises to streamline workflows. Freddy AI Agent is designed to create delightful conversational experiences with minimal setup or configuration. Several mid-sized companies have already integrated Freddy AI Agent with Freshdesk and Freshservice. The agent operates autonomously, offers multilingual support, and adheres to strict privacy controls.

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Generative AI making customer support conversations more human, leading to wider adoption

Economic Times

Economic Times · 1y ago

Generative AI making customer support conversations more human, leading to wider adoption

Artificial intelligence-powered customer care is gaining popularity, with platforms like Exotel, Freshworks, Gupshup, Corover.ai, and Yellow.ai offering conversational AI solutions. Adopted primarily on Meta's WhatsApp, this technology makes customer support conversations more human and dynamic, replacing standard bot responses. Yellow.ai reported a 10% adoption rate for their GenAI-powered customer support, resulting in a response time of 0.6 seconds. Freshworks' Gen-AI platform, Freddy Copilot, produced significant savings and return on investment for a B2C enterprise retail customer. The conversational AI market is expected to grow at an annual rate of 23.6% from 2023 to 2030, with hopes of automating various customer touchpoints.

Freshworks appoints Shelton Rego as vice president, sales

Economic Times

Economic Times · 11m ago

Freshworks appoints Shelton Rego as vice president, sales

Freshworks Inc has named Shelton Rego as its new VP of Sales for India operations. Rego will be responsible for developing the regional business strategy, expanding market share, and building customer relationships. He brings experience from working at Jio Cloud, Google Cloud, SAP Concur, and Oracle. Rego will work closely with global go-to-market leaders to bring Freshworks' AI-powered customer and employee experience solutions to Indian businesses. The company believes Rego's expertise will help strengthen their position in the SaaS industry in India. Rego expressed excitement about contributing to Freshworks' mission of using technology to foster customer relationships and empower teams.

Freshworks appoints Srinivasan Raghavan as chief product officer to drive AI-driven innovation

Economic Times

Economic Times · 8m ago

Freshworks appoints Srinivasan Raghavan as chief product officer to drive AI-driven innovation

Freshworks, a leading SaaS company, has appointed Srinivasan Raghavan as its new Chief Product Officer (CPO). With extensive experience in the enterprise SaaS industry, Raghavan will be responsible for the product strategy and vision of Freshworks' AI-driven service software. Reporting directly to CEO Dennis Woodside, Raghavan will focus on employee experience, artificial intelligence, and customer experience. Previously, Raghavan served as CPO at RingCentral, launching cloud-based solutions for contact centers, marketing, and sales intelligence. Freshworks, founded in 2010, provides CRM software primarily targeting small and medium businesses, serving more than 68,000 customers globally.

Freshworks cuts 13% of its workforce, impacting 660 employees

YourStory

YourStory · 9m ago

Freshworks cuts 13% of its workforce, impacting 660 employees

Freshworks, a SaaS company, has laid off around 13% of its workforce, impacting 660 employees. The decision is part of the company's focus on key growth areas, such as AI, Employee Experience (EX), and Customer Experience (CX) offerings. The CEO of Freshworks, Dennis Woodside, stated that the company needs to simplify and operate more efficiently. Affected employees will be notified through transitional discussions, with notifications expected in the US and India first. Despite the layoffs, Freshworks reported a 22% revenue growth in the third quarter of 2024.

Gupshup rolls out multimodal AI agents to fuel AI adoption for enterprises

YourStory

YourStory · 6m ago

Gupshup rolls out multimodal AI agents to fuel AI adoption for enterprises

Conversational AI platform Gupshup has launched a comprehensive AI Agent Library, featuring industry-specific, pre-built agents designed to enhance enterprise operations. Built on large language models, these agents streamline customer experience and operational efficiency across multiple channels like WhatsApp and SMS. The introduction aligns with a growing trend in agentic AI, as companies aim to modernize interactions through advanced language capabilities. Enterprises benefit from personalized, efficient, and language-inclusive AI-driven interactions. Gupshup plans further AI expansions.

SaaS firm Freshworks appoints Murali Swaminathan as CTO

Economic Times

Economic Times · 11m ago

SaaS firm Freshworks appoints Murali Swaminathan as CTO

Freshworks, a Nasdaq-listed SaaS company, has appointed Murali Swaminathan as its new CTO. Swaminathan will be responsible for overseeing the company's technology roadmap and strategy, leading its global engineering and architecture teams. He brings extensive experience from his previous role as vice president of engineering at ServiceNow, where he developed innovative application architectures. Swaminathan's appointment aligns with Freshworks' commitment to investing in talent and enhancing employee and customer experience solutions. He will report directly to CEO Dennis Woodside and join the executive management team.

Startup news and updates: Daily roundup (January 27, 2025)

YourStory

YourStory · 7m ago

Startup news and updates: Daily roundup (January 27, 2025)

YourStory's daily roundup features an interview with Freshworks CTO Murali Swaminathan discussing AI-driven growth, particularly with Freddy AI's success. Mana Mandlekar's inspiring story highlights her achievements in education and sports, and her efforts in empowering rural girls in India. Swiggy announced a significant ESOP share allotment. VoltUp and Dressfolk secured funding to expand their respective services. Zaggle inaugurated a new Hyderabad office, and FlexiLoans expanded its leadership team with two key appointments.

Jio Haptik launches Gen AI-powered customer experience platform Contakt

Economic Times

Economic Times · 1y ago

Jio Haptik launches Gen AI-powered customer experience platform Contakt

Jio Haptik has launched a customer experience suite called Contakt, which is powered by large language models (LLMs) and aims to enhance user experience and automate routine tasks. The suite includes features such as a generative AI assistant, agent co-pilot, and intelligent analytics to track and optimize customer outcomes. Contakt is capable of improving bot performance, reducing AI training efforts, and boosting customer satisfaction. Reliance Retail plans to integrate a generative AI beauty advisor chatbot on the Tira Beauty website using Jio Haptik's technology.

IndiGo, Air India leverage AI-based tools to improve customer care service

Livemint

Livemint · 1y ago

IndiGo, Air India leverage AI-based tools to improve customer care service

Indian airlines IndiGo and Air India are leveraging AI-based tools to improve customer care operations and resolve more customer queries at the virtual assistant level. IndiGo's chatbot 6Eskai, powered by Microsoft and OpenAI, has reduced the workload of customer service agents by 75%. Meanwhile, Air India's generative AI virtual agent 'AI.g' has handled over two million customer queries, resulting in a 93% containment ratio. Both airlines are focused on enhancing customer experience through AI technology and are exploring its potential in various areas.

SquadStack debuts AI-driven CX platform featuring humanoid AI agent

YourStory

YourStory · 5m ago

SquadStack debuts AI-driven CX platform featuring humanoid AI agent

SquadStack has introduced an AI-driven customer support solution with a 'humanoid AI agent' to enhance business support operations. The platform combines automation with human oversight, achieving up to 80% automation to improve efficiency. The approach intends to reduce wait times by 90%, cut costs by 40%, and boost customer satisfaction by 30%. SquadStack aims to integrate AI with human expertise for superior support, collaborating with enterprises across various sectors to optimize workflows and customer experience.

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