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Freshworks integrates conversational AI in CX/CRM solutions

Freshworks, a software company, has announced an infusion of artificial intelligence (AI) across its modern, easy-to-use customer experience solutions. Freshworks will host a virtual event on November 9, to demo a variety of new product innovations.

The collection of updates across the Freshworks portfolio of products is designed to make work more accessible, more productive, and more delightful, with automation that is easy to use and fast to implement through AI natively built-in to Freshchat, Freshdesk, Freshsales and Freshmarketer. 

Product updates include AI-powered support features to help agents improve response times and embedded AI to help sales and marketers increase productivity and win more business.

According to Aberdeen Strategy and Research, real-time AI helps organisations maximise agent performance, create happy customers and reduce costs. For example, organisations using AI capabilities achieve a 3.5 times greater increase in customer satisfaction rates. 

Conversational AI can also impact the bottom line. According to Gartner, by 2026, conversational artificial intelligence (AI) deployments within contact centres will reduce agent labour costs by US$80 billion. Beyond targeting reductions in labour costs, it can also help organisations better serve customers.

A few of the highlights from the launch include intelligent lead scoring enables teams to understand how customers use their products and who might be ready for engagement/additional touchpoints. In addition, built-in AI identifies positive and negative buying signals on the web and in applications, learning from these interactions to provide insights. As a result, users can confidently make data-driven decisions and have more personalised conversations with their customers. 

Social media campaigns empower marketers by allowing them to engage with their target audience on Instagram and Facebook. Within Freshmarketer, they can schedule and publish social media posts across channels and analyse their performance to build engaging content and generate more leads.

Smart reply rapidly solves customer issues with AI-powered auto-complete responses, which give dynamic suggestions to agents as they type responses to customers. Intelligent recommendations are tailored to the user's last message, the full context of the conversation and the customer's past buying behaviour. 

Email in the Freshchat inbox empowers agents to have personalised omnichannel conversations with customers and allows businesses to configure their support email addresses and bring emails directly into Freshchat. 

The conversations widget allows support admin teams to use a single widget to power live chat and self-service AI. In addition, the conversations widget supports all Freshchat features and use cases, making it easy to deliver conversational engagement. 

Auto triage gives smarter and more accurate AI-powered recommendations that automatically populate ticket fields. In addition, auto Triage learns from historical ticket data to provide the correct predictions for daily repetitive tasks, giving teams more time to focus on critical issues. 

Integrations with Slack and Microsoft Teams allow for seamless collaboration by empowering support agents to start conversations on Slack from the Freshdesk Customer Success interface and use Microsoft Teams to update assigned tickets quickly.

“One of my favourite things about using Freshworks is the modern, user-friendly and flexible solutions that have revolutionised the service that we’re able to provide to our customers,” says Michael Hopkins, Senior Vice President of sales and service at Blue Nile. 

“The new AI-based features allow us to differentiate hot and cold leads and increase our productivity. It’s truly been a game changer for our business.”

“Conversational intelligence across sales, marketing and support is the next step companies must take to unify and personalise the customer experience,” adds Prakash Ramamurthy, Chief Product Officer at Freshworks. 

“Unlike some legacy vendors, we believe business software should empower people, not frustrate them. Our built-in AI functionality makes it easier than ever and is designed to keep up with customers and employee demands.”

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