Freshworks is the latest cloud-based SaaS giant to add generative AI capabilities to their platform through three new services – Freddy Self Service, Freddy Copilot and Freddy. The company is also planning to develop proprietary language models and integrate general-purpose LLMs to cater to specific customer requirements.

The new predictive and assistive generative AI capabilities embedded within Freshworks solutions and platform help support agents, sellers, marketers, IT teams and leaders maximise productivity. 

Freshworks is leveraging Microsoft Azure OpenAI Service to ensure the privacy and security of customers’ data.

Freddy Copilot: Freddy Copilot aims to enhance productivity for support, sales, marketing, and developers by facilitating faster workflows through interactive prompts within Freshworks products. It enables users to perform their tasks efficiently and develop new applications to expand their capabilities. During beta testing, Freddy Copilot was adopted by 390 companies and reduced effort by up to 83%. Over 2,500 developers who are already using the Freshworks Developer Platform can now leverage Freddy Copilot to create innovative, high-quality apps at a quicker pace.

Freddy Self Service: Freddy Self Service empowers companies with the technology to deliver personalized automation on a large scale. It leverages Freshworks’ platform and a powerful language model to enable personalized automation that enhances agent productivity. By utilizing extensive language and account-specific models, Freddy Self Service handles a significant portion of L0/L1 queries from employees and customers within Freshdesk and Freshservice, delivering customized responses. This allows customer support and IT personnel to dedicate their efforts to higher-value projects and tasks.

Freshworks is hailed as the core of IQor’s digital customer and employee universe, according to Sergey Kolosovosky, IQor’s Senior VP of Application Development and Solutions. With 40,000 employees benefiting from Freshworks Freddy AI capabilities, IQor is excited to equip them with tools for daily functions and enhance engagement. The focus is on creating happy employees and delighted customers, as access to powerful generative AI software becomes a game changer for IQor.

Freddy Insights: Freddy Insights enables businesses to streamline operations and foster business growth. Freshworks’ generative AI analyzes customer and employee support data to automatically identify areas that require improvement. It also evaluates marketing and sales effectiveness and provides recommendations for optimizations that can enhance performance and boost revenue. Freddy Insights additionally offers proactive quality management, assessing support quality and ensuring that staff members meet established goals. It guides agents in improving their skills through every customer interaction.

Freshworks’ AI & Analytics Play

Back in March, Freshworks announced enhancements to Freddy AI powered by OpenAI’s ChatGPT and LLM GPT-4 consisting of a conversation summariser, rephraser, autocomplete, article generator, and email copy generator.

Freshworks was one of the first B2B companies to leverage cutting-edge tech. 

In 2018, they launched Freddy AI, an AI assistant powered by their Neo platform, which leveraged Google Contact Center AI. In 2020-21, they trained their models using customer-agent conversations and improved their bot builder. 

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