Freshworks Adds More Conversational AI to its Portfolio

Cloud-based software solutions company Freshworks has announced that it is adding an additional layer of artificial intelligence (AI) to its customer experience software portfolio.

The company will implement dozens of AI-related updates into its products, namely, Freshchat, Freshdesk, Freshsales, and Freshmarketer.

Among the features that will be introduced are those that improve agent response times, and help sales and marketing teams increase productivity.

“Conversational intelligence across sales, marketing and support is the next step companies must take to unify and personalize the customer experience. Unlike some legacy vendors, we believe business software should empower people, not frustrate them. Our built-in AI functionality makes it easier than ever and is designed to keep up with customers and employee demands,” said Prakash Ramamurthy, Chief Product Officer at Freshworks.

Updates Preview

In its Fall '22 Product Launch, Freshworks incorporates automated customer relationship management powered by Freshsales and Freshmarketer.

The new feature - Intelligent Lead Scoring - lets teams analyze and understand how customer use their products and identify if there is an opportunity for additional engagement. Agents can see positive and negative buying signals through built-in AI and gain insights, enabling them to make data-driven decisions.

With Social Media Campaigns, marketers can engage with a target audience on Instagram and Facebook, alongside social media scheduling for various channels.

The company's messaging solution Freshchat is also getting an update in form of three new features: Smart Reply, Email, and Conversations Widget.

All of these features enable agents to have personalized omnichannel conversations with customers. Smart Reply rapidly solves customer issues with AI-powered auto-complete responses, while also giving dynamic suggestions to agents as they type responses to customers.

Intelligent recommendations provide examples that fit the user’s last message, taking into account the full context of the conversation and the customer’s past buying behavior.

Further, Email in the Freshchat Inbox lets agents carry out personalized omnichannel conversations with customers over email directly in Freshchat and allows businesses to configure their support email addresses.

Finally, Conversations Widget enables support admin teams to use a single widget to power live chat and self-service AI.

AI-Driven Customer Support

Customer service software Freshdesk is also getting a couple of updates that improve collaboration and productivity. Auto Triage feature automatically categorizes, prioritizes, and routes the ticket to the right support agent or group, saving agents countless hours of manual effort.

Meanwhile, integrations with Slack and Microsoft Teams aim to boost collaboration and empower support agents to start conversations on Slack from the Freshdesk Customer Success interface.

Freshworks will demonstrate a variety of new product innovations during a virtual event on November 9.