Freshworks Inc. (NASDAQ: FRSH), a software company that empowers the people who run businesses, said today that artificial intelligence (AI) will now be incorporated into all of its cutting-edge, user-friendly customer experience solutions. On November 9, Freshworks will conduct a virtual event to showcase several new product improvements during its Fall ’22 Launch.
With automation that is simple to use and quick to implement thanks to AI that is natively built-in to FreshchatTM, FreshdeskTM, FreshsalesTM, and FreshmarketerTM, the collection of updates across the Freshworks portfolio of products is designed to make work easier, more productive, and more enjoyable. AI-powered support capabilities and embedded AI are among the product upgrades that will help agents improve response times and help sales and marketers work more efficiently and close more deals.
Real-time AI, according to Aberdeen Strategy & Research, helps firms boost agent performance, produce content customers, and cut expenses. Organizations who use AI capabilities see a 3.5 times greater increase in customer satisfaction rates than those who do not.
Beyond aiming to lower labour costs, conversational AI can also help enterprises better service their customers. According to Gartner®, Inc.1, by 2026, deployments of conversational artificial intelligence (AI) within contact centres will reduce agent labour costs by $80 billion.
The following are a few highlights from the Freshworks Fall ’22 Launch:
Powered by Freshmarketer and automated customer relationship management (Freshsales)
Teams can learn how customers use their products and who might be ready for interaction or further touchpoints with the help of intelligent lead scoring. Built-in AI recognises favourable and unfavourable purchasing cues on the web and in applications, gathering knowledge from these encounters to offer insights. Users may have more individualised dialogues with their customers and make data-driven decisions with confidence.
Social media campaigns give advertisers the power to interact with their target audience on Facebook and Instagram. To create compelling content and produce more leads, they may schedule, publish, and track the performance of social media pieces with Freshmarketer.
Powered by Freshchat, Intelligent Omnichannel Conversations
With AI-powered auto-complete responses, Smart Reply quickly resolves customer issues and provides agents with dynamic suggestions as they type responses to clients. Intelligent recommendations are based on the user’s most recent message, the entire conversation’s context, and the customer’s previous purchasing history.
Email in the Freshchat Inbox enables organisations to configure their support email addresses and bring emails right into Freshchat, enabling agents to have tailored omnichannel discussions with clients.
Live chat and self-service AI may both be powered by a single widget thanks to Conversations Widget for support admin teams. Delivering conversational engagement is simple thanks to the conversations widget, which supports all Freshchat capabilities and use cases.
Customer Support Driven by AI, Powered by Freshdesk
The Auto Triage function automatically classifies, prioritises, and directs a support ticket to the appropriate agent or group, saving the agent hours of tedious work and allowing them to concentrate on solving pressing client problems.
The ability for support agents to initiate conversations on Slack from the Freshdesk Customer Success interface and to use Microsoft Teams to swiftly remain updated on assigned tickets through integrations with Slack and Microsoft Teams enables seamless cooperation.
According to Michael Hopkins, SVP of Sales and Service at Blue Nile, “one of my favourite things about using Freshworks is the modern, user-friendly, and flexible solutions that have changed the service that we’re able to deliver to our customers.” We can now distinguish between hot and cold leads thanks to the new AI-based features, which also boosts efficiency. It’s really changed the game for our company.
According to Prakash Ramamurthy, Chief Product Officer at Freshworks, “Companies must take the next step to integrate and tailor the customer experience with conversational intelligence across sales, marketing, and support.” “We think that business software should empower individuals, not annoy them, unlike some legacy providers. Our integrated AI capabilities makes it simpler than ever and is made to meet employee and customer demands.
