Freshworks Launches New AI Capabilities to Minimize Customer Service Fragmentation and Deliver,,,,,,
Freshworks Inc. unveiled new capabilities at its flagship Refresh event, within Freshdesk, designed to help customer experience (CX) teams reduce response times, enhance resolution rates, and gain clearer insights into issues and escalations that impact efficiency and growth. The innovations enable CX teams to focus on their core mission: enable people to do what they do best - deliver customer service with creativity, innovation and empathy.
The CX platform update includes three key capabilities. First, the new Freshdesk Command Center, a centralized workspace for multi-channel customer conversations and AI capabilities designed to streamline exceptional service delivery. Second, Vertical AI Agents with prebuilt workflows for ecommerce, fintech, travel, and logistics that significantly reduce repetitive support tasks. Finally, Freddy AI Insights for Freshdesk that provide leaders real-time visibility into trends impacting support operations, including service anomalies. These three innovations work together to maximize human-agent capacity, proactively prevent customer issues, and accelerate resolution.
Freshworks’ Cost of Complexity Report found that common software-induced challenges encountered by customer service agents include uncustomizable workflows (42%) and too many tools to toggle between (36%). If customer service agents could eliminate productivity issues caused by the tools they use, they would have time to focus on work that actually matters (42%), more brain space for creativity and strategy (35%), and stop drowning in repetitive tasks (33%).
“CX leaders want to scale instant, empathetic service without sacrificing quality or time. Yet fragmented systems, outdated tools and redundant processes waste hours of their teams’ time,” said Srini Raghavan, Chief Product Officer of Freshworks. “Freshworks is breaking that cycle of complexity by uniting how teams work and helping them reclaim hours of lost productivity, enabling teams to meet customer needs with greater speed, and giving leaders an easy way to uncover growth drivers and detractors proactively.”
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