Freshworks launches AI engine aimed at enriching customer experience

Tim Maytom

Customer engagement software firm Freshworks has unveiled Freddy, an 'omnibot' AI enginge that aims to enhance the sales, support and marketing capabilities for businesses of all sizes. Announced at Refresh 18, the firm's inaugural customer conference, Freddy leverages Google AI technology and Google Assistant to help businesses resolve customer issues more effectively.

Branded with a canine look and feel, Freddy is designed to make the life of human agents and end-users simpler, offering channel-agnostic contextual self-service to Freshworks customers. The engine also enables 'agent assist', to help workers onboard teams with relative ease by proactively and systematically troubleshooting customer queries. For sales executives using Freskworks' CRM product, Freddy will auto-calibrate available leads to ensure they stay on top of their pipeline, all through voice interactions.

"Traditional enterprise AI platforms have been too intimidating and complex to understand and implement," said Girish Mathrubootham, founder and CEO of Freshworks. "They certainly haven't been easy to use for customers or their representatives at the front lines of customer service, preventing businesses from achieving the full benefits of AI. Freddy removes that complexity and frustration by delivering timely customer information for representatives and instantly answering questions anytime or anywhere customers need support."

Freddy will be made available in all of Freshworks customer engagement products, and will learn from Freshworks' records of customer interactions across marketing, sales and support, enabling users to automatically reply to common queries in email, chat, voice calls and even social media with the appropriate content from the customer's knowledge base.