Why Responsible AI is a Top Priority for Freshworks?

In an exclusive interaction with Express Computer, Shelton Rego, Vice President – India Business, and Sreedhar Gade, Vice President – Engineering & Responsible AI at Freshworks, outline how India plays a pivotal role in the company’s global AI and SaaS strategy. As the company deepens its roots in India, the leaders delve into the rise of agentic frameworks, the need for responsible AI, and their laser focus on simplifying enterprise software for both SMBs and large organisations. With high-profile use cases like PhonePe and Zepto, Freshworks is helping India scale intuitive, intelligent support solutions while maintaining ethical data practices.

You have been at the forefront of delivering intuitive, modern SaaS solutions for businesses globally. How would you describe your current vision and priorities in India, especially as digital transformation and AI adoption accelerate across sectors?

Shelton Rego: If you look at India as a market, it’s very strategic for us for a couple of reasons. We have a rich ...