..

Business News

  • Written by Media Release


Freshworks Launches “Freddy”: an AI Engine to enrich customer experience at every touchpoint

Integration with Google AI technology brings conversational AI to the Freshworks customer engagement platform through voice interactions 
 

SYDNEY, Australia. October 12, 2018Freshworks, a global leader in customer engagement software, today announced the launch of “Freddy”, an “Omnibot” AI engine that enhances the sales, support and marketing capabilities for businesses of all sizes. Announced at Refresh 18 – Freshworks’ inaugural customer conference – 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.

Branded with a canine look and feel, Freddy the Omnibot is trained to make the life of human agents and end-users much simpler. Freddy offers channel agnostic contextual self-service to customers. The Freddy AI engine also enables agent assist to help new agents onboard a team with relative ease by proactively and systematically troubleshooting customer queries. Sales executives using Freshworks’ CRM product powered by Freddy will be able to stay on top of their sales pipeline by auto calibrating the available leads. All this is made naturally available to users and admins across multiple communication channels through voice interactions. 

Freddy automatically streamlines customer support

Available in all of Freshworks customer engagement products, Freddy learns from the Freshworks records of customer interactions across marketing, sales and support, and automatically replies to common queries in email, chat, voice-calls and even social media with the appropriate content from the customer’s knowledge base. This enables sales and support teams to focus on more complex, high-value inquiries.

For example, customers having an issue with a Freshworks client’s product can say “Hey Acme Support” into their Google-enabled assistant and ask for help. Freddy, the SaaS industry’s first ‘omnibot’ can help troubleshoot the issue via the customer’s choice of channel: voice, chat, email or text. If Freddy can’t resolve the issue, it is routed to a live agent along with the context of the conversation and all relevant customer information. 

“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.”

Omnibots represent next-generation customer engagement

"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.”

For more information on Freddy the Omnibot, please visit: https://www.freshworks.com/freddy-ai-engine 

Brava Lingerie

Brava Lingerie’s Customer Service The Perfect Fit; 2018 eftpos ARA Australian Retail Awards winners When Lin Windram and daughter Maxine launched Brava Lingerie 12 years ago due to their own negati...

Australian handmade soaps woo China buyers

Natural handmade soaps are experiencing a boom across mainland China with households prepared to pay a premium to buy them.    Driven by a growing disillusionment with cosmetics products that contai...

How to Improve the Work Environment for Employees

As an employer, there are many things it takes to hold a business together. As well as ensuring you market it and keep a steady stream of income, managing your employees effectively is also critical...

Guiding you Safely with AustralianCasinoClub

If you’re hunting for the very best advice on the Australian casino industry, we have found an interesting and informative site for you to visit called AustralianCasinoClub. In this guide to one of ...

Fusion Sport raises $3 million to drive global expansion

Fusion Sport, a global leader in human performance management software, has raised more than $3 million to expand its global sales and marketing capabilities.   The funding round was led by Sydney...

Changes retailers must make to attract more online shoppers

Research reveals the changes retailers need to make to attract more online shoppers   3 in 4 (74%) shoppers need free returns to incentivise them to do all their shopping online 65% want to be ...

Politics

George Neophytou - Don’t be taken for granted

George Neophytou George Neophytou, independent candidate for Gippsland East is concerned our electorate is being taken for granted. For too long Gippsland East has been the electorate that Labor...

Prime Minister's media conference at Glenelg

DOORSTOP WITH PREMIER OF SOUTH AUSTRALIA HON STEVEN MARSHALL MP, MINISTER FOR DEFENCE, THE HON CHRISTOPHER PYNE MP AND NICOLLE FLINT MP, MEMBER FOR BOOTHBY GLENELG, SA SUNDAY 14 OCTOBER 2018 SUBJEC...

Canavan calls out Shorten’s resources schtick

Resources Minister Matt Canavan has called on Labor to state one clear position – just one, not two or three - on the future of Australia’s thermal coal industry.   Following a string of confused ...

Travel

The Best Moment of Your Life from Lonely Planet

Discover 100 Life-Changing Travel Experiences with The Best Moment of Your Life from Lonely Planet What’s the best moment of your life? It’s a simple question to ask, but a more challenging one t...

Travel expert Anthony Goldman outlines what's trending for elite travellers

LOVERS OF LUXE DRIVING TRAVEL TRENDS   Travel expert Anthony Goldman outlines what’s trending for elite travellers in 2019 and beyond…   Media Release – 15 October 2018 - Travellers are splurgin...

End of year travel can deliver big benefits if booked on certain credit cards

With more than 56% percent of the Australian population now owning a passport, it is no surprise the Australia Government recorded over nine million trips overseas at 2017 financial year end.   A wh...