Freshworks Launches Customer Service Suite

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Freshworks recently launched its artificial intelligence-powered Customer Service Suite, which brings together self-service bots, agent-led conversational messaging, and automated ticketing management in one solution.

Uniting Freshchat, Freshdesk, and the Freddy AI generative AI platforms, the Freshworks Customer Service Suite enables companies to do the following:

• Automate and personalise self-service across channels. Freddy Self Service AI-powered bots work across channels to help customers find answers and deflect tickets.
• Supercharge agent productivity and collaboration. Freddy Copilot equips agents with next-best-action suggestions and streamlines workflows. Integration with an advanced ticketing system promotes teamwork among departments.
• Leverage actionable insights. Freddy Insights continuously analyses data to surface key issues, make recommendations to fix those issues, and generate reports using conversational prompts.

“At Freshworks, we’ve always been committed to delivering innovative solutions that anticipate the needs of our customers. The new Freshworks Customer Service Suite is firmly rooted in generative AI technology and empowers businesses to automate customer resolutions, supercharge agent productivity, and make smart decisions quickly at a price point that every company wants,” said Freshworks Chief Product Officer Prakash Ramamurthy in a statement.