Freshworks Embeds Generative AI to Help Customer Support, Sales and Marketing Teams Improve Quality and Efficiency

Rhea-AI Summary

Freshworks (NASDAQ: FRSH) has expanded its Freddy AI capabilities by integrating GPT-based conversational enhancements. This innovative update leverages OpenAI’s ChatGPT models to improve customer service agent productivity and enhance marketing effectiveness. Key features include automatic conversation summarization, response rephrasing, and content generation for support agents and marketers.

According to Prakash Ramamurthy, Freshworks' Chief Product Officer, these advancements aim to transform user interactions through conversational AI, ultimately leading to quicker issue resolutions and better customer engagement.

Positive

• Enhanced customer service and marketing capabilities through GPT-based AI technology.
• Automated features such as conversation summarization and email copy generation aimed at improving productivity.

Negative

• None.

Freshworks’ extends its Freddy artificial intelligence strategy with the latest GPT large language models

SAN MATEO, Calif., March 22, 2023 (GLOBE NEWSWIRE) -- Freshworks Inc. (NASDAQ: FRSH) today announced new GPT-based conversational enhancements to Freshworks’ natively-built AI powered assistant, Freddy. Using OpenAI’s ChatGPT and underlying large language models, the latest generative AI capabilities of Freddy help a wide range of customer-facing professionals work faster, smarter, and more effectively. Customer service agents respond quickly to customers and employees in the right tone, marketers compose more compelling copy in a fraction of the time, and salespeople craft powerful emails that hook in a prospect.

“We’ve made significant investments in our AI strategy over the last five years to enhance agent productivity and their customers’ experience. The newest Freddy updates using the latest in GPT large language models bring even more value to these experiences,” said Prakash Ramamurthy, Chief Product Officer at Freshworks. “We are fundamentally transforming how Freshworks customers will interact with our products through more conversations and fewer clicks.”

Conversational AI will be embedded via Freddy across Freshworks’ entire customer and employee suite of products. Customer support agents will deliver faster issue resolution and have higher quality conversations with customers. Marketers will receive smart customer segmentation and optimized email content to maximize campaign efficacy. Sellers will close more deals through recommendations on opportunities with highest potential.

Today, Freshworks customers participating in the Freddy AI beta programs are able to:

• Summarize Conversations: Support agents using Freshchat™ can view an automatic summary of customer conversations to gain context, rather than reading through an entire conversation before responding.
• Rephrase Responses: Support agents can replace casual language with more formal and clear responses.
• Autocomplete Content: Support agents can save keystrokes and respond faster to customer inquiries, with predictive sentence completion.
• Generate Articles: Support agents can save time by creating contextual knowledge-base articles and FAQs using generative AI and simple prompts.
• Write Email Copy: Marketers using Freshmarketer™, Freshworks’ marketing automation suite, can write better email copy in less time to improve open rates and engagement. Sellers can create personalized emails tailored to individual prospects’ specific needs and pain points.
  

Learn more about Freshworks’ Freddy and sign up for the new Freshchat beta program here, and Freshmarketer beta program here.

About Freshworks Inc.
Freshworks Inc. (NASDAQ: FRSH) makes business software people love to use. Purpose-built for IT, customer support, and sales and marketing teams, our products empower the people who power business. Freshworks is fast to onboard, priced affordably, built to delight, yet powerful enough to deliver critical business outcomes. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 60,000 customers including Allbirds, Blue Nile, Bridgestone, Databricks, Klarna, NHS, OfficeMax, and PhonePe. For the freshest company news visit www.freshworks.com and follow us on Facebook, LinkedIn and Twitter.

© 2023 Freshworks Inc. All Rights Reserved. Freshworks and its associated logo is a trademark of Freshworks Inc. All other company, brand and product names may be trademarks or registered trademarks of their respective companies. Nothing in this press release should be construed to the contrary, or as an approval, endorsement or sponsorship by any first parties of Freshworks Inc. or any aspect of this press release.

Media Relations Contact:
Erika Howard
pr@freshworks.com
408-348-1087

Photos accompanying this announcement are available at

https://www.globenewswire.com/NewsRoom/AttachmentNg/3e4c5704-5736-456b-aa3b-5c3b0a12eecb

https://www.globenewswire.com/NewsRoom/AttachmentNg/eddbcf79-ec06-409b-8ff1-a559fe56f842

https://www.globenewswire.com/NewsRoom/AttachmentNg/e1c8ce9f-3ca0-48e4-b4f7-723a852fdc06

https://www.globenewswire.com/NewsRoom/AttachmentNg/8a28042a-551e-4533-a7c5-7a995ff04385

FAQ

What are the new features of Freshworks' Freddy AI announced on March 22, 2023?

Freshworks introduced GPT-based enhancements to Freddy AI, including automatic conversation summarization, rephrasing responses, and content generation.

How does Freshworks' Freddy AI benefit customer service agents?

It helps agents respond faster, provides context through conversation summaries, and generates knowledge-base articles.

What is the significance of GPT integration in Freshworks' products?

The integration enhances user productivity by offering conversational AI tools that make customer interactions more efficient.

When was the AI update for Freshworks announced?

The AI update was announced on March 22, 2023.

Who is the Chief Product Officer of Freshworks?

The Chief Product Officer of Freshworks is Prakash Ramamurthy.