San Bruno, CA, USA, Oct, 2018 -- Freshworks, a global provider in customer engagement software, announced the launch of "Freddy", an "Omnibot" AI engine that enhances the sales, support and marketing capabilities for businesses of all sizes. Freddy leverages Google AI technology Google Assistant to help businesses resolve customer issues more effectively and efficiently through a mix of human and machine-based voice interactions.
"Traditional enterprise AI platforms have been too intimidating and complex to understand and implement. They certainly haven't been easy to use for customers or their representatives at the front lines of customer service, preventing businesses from achieving the full benefits of AI," said Girish Mathrubootham, founder and CEO of Freshworks. "Freddy removes that complexity and frustration by delivering timely customer information for representatives and instantly answering questions anytime or anywhere customers need support."
"We adopted Freshworks' Freddy Omnibot platform for a highly automated and personalized customer experience," said Vishal Gupta, head of product at PhonePe, a Flipkart company and India's largest UPI-based payment platform. For PhonePe, Freddy fetches context from the transactions made and offers contextual assistance for a personalized self-service experience from right within the app. "We have been using it for a year and can confidently say that we have accomplished most of what we had in mind."
Mathrubootham also noted that Freddy significantly expands the capabilities of the first iterations of chatbots. "Chat has been a powerful first vehicle for Natural Language Processing (NLP), but today is too limited for customer-engagement issues. Consumers demand better service in the communication channels they prefer, whether it's modern messaging platforms, social media or even automated IoT applications. With Freddy the AI engine, possibilities become limitless and customer experience can be enriched at every touchpoint and across multiple channels."
Posted by Veronica Silva Cusi, news correspondent
Freshworks provides organizations of all sizes with SaaS solutions that make it easy for customer support, sales and marketing professionals to communicate effectively with customers for better service while also collaborating with team members to resolve customer issues. The company's products include Freshdesk, Freshservice, Freshsales, Freshcaller, Freshteam, Freshchat and Freshmarketer. Founded in October 2010, Freshworks Inc., is backed by Accel, Tiger Global Management, CapitalG and Sequoia Capital India. Freshworks' headquarters are located in San Bruno, Calif.
Published: Monday, October 15, 2018
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