Freshworks introduces Customer Service Suite with integrated artificial intelligence from Freddy AI

Freshworks today announces the launch of its Customer Service Suite, which integrates self-service chatbots, agent messaging and automated ticket management into a single solution, enhanced with AI.

The Freshworks Customer Service Suite is a combination of Freshchat, Freshdesk and Freddy AI, the company's generative AI technology, and offers an innovative customer support solution.

Ninety-four per cent of executives surveyed in Deloitte's State of AI in the Enterprise, 5th Edition believe AI integration is crucial for success in the next five years. However, many (42%) see the implementation of AI technologies as a major challenge. Freshworks Customer Service Suite is an easy-to-implement, easy-to-use and highly scalable solution for both small businesses and global enterprises that want to use AI to retain and delight their customers.

"At Freshworks, we are always committed to delivering innovative solutions that meet the needs of our customers. The new Freshworks Customer Service Suite uses generative AI technology as its foundation and enables companies to automate customer solutions, increase agent productivity and make smart decisions quickly at affordable prices," said Freshworks Chief Product Officer Prakash Ramamurthy.
The Freshworks Customer Service Suite follows the June launch of Freddy Self Service, Copilot and Insights, solutions that add generative AI enhancements to a wide range of Freshworks products. The solution is a further development of Freshworks' generative AI enhancements introduced in March, which have already reduced the time agents spend on certain tasks by more than 80%.

Using Freshworks' Freddy AI capabilities in combination with the Customer Service Suite, companies of all sizes can:
Automate and personalise self-service for all channels: Freddy Self Service AI bots are deployable across channels and help customers find answers quickly. It reduces customer service tickets and customers get an overall better experience through personalised solutions.
Improving agent productivity and collaboration: Freddy Copilot provides agents with suggestions for the next best action, streamlines workflows and enables them to provide accurate and personalised service. Integration with an advanced ticketing system promotes seamless collaboration between departments.
Gain actionable insights to make smarter decisions: Freddy Insights continuously analyses data to identify key issues and generate reports using conversational prompts.
The all-in-one suite adds value for companies looking to expand their customer service capabilities with capabilities to improve customer experiences and increase agent productivity.

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