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Customer support

Freshworks AI ✓

AI that unlocks human potential.

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Agent Customer Support Customer Experience
More categories (4)
Workflow Efficiency Service Workflow Integration Operations Optimization Customer support
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Verdict

A quick read before you dig into the full page.

Best if
AI that unlocks human potential
Skip if
Limited to Freshworks products
Pick this when
Boosts customer satisfaction

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Overview

Freshworks AI is an integrated platform designed to boost satisfaction and efficiency for customer and employee experiences. The AI unleashes human potential by enabling quicker responses, more deflections, and increased output.

Freshworks AI is built on real-world support data and incorporates systems, knowledge and know-how to accelerate workflows. The AI provides assistance across the organization with powerful large language models (LLMs) capabilities.

It is also deployed to streamline support for service representatives and provide insights for business leaders to plan resources and optimise their operations.

The AI agents are available 24/7 to handle multi-step requests and conversations across chat, email, and social media. Freshworks AI is designed taking into account the needs of representatives, leaders, and employees and aims to simplify the support lifecycle.

The platform provides analytics which highlights key trends such as productivity and resolution quality. In addition to this, agents can resolve tickets faster due to smart suggestions from the AI and repetitive customer requests can be automated using AI agents.

The AI platform integrates with existing service workflows to streamline operations without requiring any custom development and has a simple no-code interface, which means AI agents can be set up easily and quickly.

Freshworks AI website

Access & connections

Where you can use Freshworks AI.

Platforms

Web

Capabilities

What this tool accepts, produces, and is strongest at.

Input

  • Tabular

Output

  • Text

Supported features

  • Support

Pros & cons

Pros

  • Boosts customer satisfaction
  • Boosts employee efficiency
  • Provides quicker responses
  • Increases output
  • Built on real-world data
  • Large Language Models (LLMs) capabilities
  • Multi-channel support
  • Resolution quality analytics
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  • Quick ticket resolution
  • Automated repetitive customer requests
  • Existing service workflow integration
  • No-code interface
  • Enables more deflections
  • Resource planning insights
  • Operations optimisation capabilities
  • Designed with representative needs
  • Simple support lifecycle
  • Business trend analytics
  • Streamlines support for representatives
  • Agent assistance across organization
  • Multi-step conversation handling
  • Immediate 24/7 support
  • Works across chat, email, social media
  • Automates repetitive requests
  • Proactive Insights feature
  • Root cause analysis
  • Experiences reimagined for support
  • Agent model personalisation
  • Large Language Models support
  • IT and HR out of the box agents
  • Increased productivity statistics
  • Agent time saved
  • Ticket deflection rates
  • Designed for real-world support
  • Role-based access control
  • Data exchange encryption
  • Built-in security and privacy
  • Content safety measures
  • PII masking measures
  • Advanced access controls
  • Detailed audit logs
  • Efficient across Freshworks products

Cons

  • Requires sizable data input
  • No custom development allowed
  • Absence of multi-language support
  • Unspecified data security measures
  • Limited to Freshworks products
  • Large Language Models limitations
  • Lacks detailed troubleshooting services
  • No user interface customisation
Show 1 more
  • Reliance on email and chat

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Releases 1

Initial release May 23, 2025 Current
Initial release of Freshworks AI.

FAQ 12

What is Freshworks AI?
Freshworks AI is an integrated platform designed specifically to improve both customer and employee experiences by enabling quicker responses, more deflections, and increased output. It is designed with a wealth of knowledge and experience, leveraging real-world support data to optimize and enhance workflows.
How can Freshworks AI boost the efficiency of customer and employee experiences?
Freshworks AI boosts the efficiency of customer and employee experiences through faster response times, increased ticket deflection, automation of repetitive requests, and enhanced output. Additionally, the platform provides AI-powered assistance across an organization with capabilities like smart suggestions for faster ticket resolution, and highlights key trends such as productivity and resolution quality.
How are large language models (LLMs) used in Freshworks AI?
In Freshworks AI, Large Language Models (LLMs) play a crucial role in providing assistance across the organization. They power the AI agents, contributing to their ability to handle complex, multi-step requests and conversations across numerous channels. These LLMs also help in offering smart suggestions to resolve tickets faster, improving overall productivity and resolution quality.
Can Freshworks AI integrate with existing service workflows?
Yes, Freshworks AI can seamlessly integrate with existing service workflows. This integration aims to optimize operations without the need for any custom development. This adds to the simplification of the support lifecycle, making the platform user-friendly and easy to adapt to.
How does Freshworks AI help with Business Analytics and Planning?
Freshworks AI helps with business analytics and planning by providing actionable insights across the organization. It offers a built-in feature called Proactive Insights that highlights key trends such as productivity and resolution quality. This data-driven approach allows business leaders to better understand performance and devise strategies to optimize resources and operations.
What is the role of AI agents in Freshworks AI?
AI Agents in Freshworks AI serve as virtual assistants that work 24/7 to handle various tasks. They are capable of handling multi-step requests and conversations across various channels including chat, email, and social media. They also offer automation of repetitive customer requests, which significantly speeds up operations and improves customer satisfaction.
Can AI agents in Freshworks AI handle multi-step requests and conversations across different channels?
Yes, the AI agents in Freshworks AI are designed to handle complex, multi-step requests and conversations across different channels including chat, email, and social media. This capability not only ensures a versatile and efficient customer support but also provides a unified and consistent experience for users.
Does Freshworks AI provide 24/7 customer support?
Yes, Freshworks AI provides 24/7 customer support. With the help of AI agents, Freshworks AI can deliver instant support any time of the day, handing complex requests and multi-turn conversations competentl, thereby ensuring consistent and reliable support.
What are the key trends highlighted by Freshworks AI's analytics feature?
Freshworks AI's analytics feature highlights key trends such as productivity and resolution quality. This kind of data allows for proactive management and maximization of resources, offering a comprehensive understanding of performance trends and actionable insights that can guide strategy and planning.
How can Freshworks AI help resolve customer requests faster?
Freshworks AI helps resolve customer requests faster by providing smart suggestions to agents. The AI can understand the intricacies of various requests and suggest optimal solutions to agents, thus helping them navigate and resolve tickets faster and more effectively. Additionally, repetitive customer requests can be automated using AI agents.
How does Freshworks AI increase productivity and improve resolution quality?
Freshworks AI increases productivity and improves resolution quality through intelligent automation and data-driven insights. By offering automated responses to repetitive requests and providing smart suggestions for complex queries, the platform enables faster resolution times. Additionally, the AI's built-in analytics feature highlights productivity and resolution quality trends, making it easier for the organization to measure and improve these key areas.
Is it easy to set up AI agents on Freshworks AI?
Yes, setting up AI agents on Freshworks AI is a simple process thanks to its no-code interface. The interface is user-friendly and intuitive, enabling users to get their AI agents up and running quickly and easily.
Freshworks AI
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