Freshworks launches new AI capabilities to minimise customer service fragmentation and deliver faster, more personal support

Freshworks 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 centralised 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 maximise human-agent capacity, proactively prevent customer issues, and accelerate resolution. 

Freshworks’ Cost ...