Freshworks is an AI tool suite built to support customer service operations across communication channels such as chat, messaging, and email. Designed for customer support managers, support agents, and customer experience leaders, the platform applies artificial intelligence to handle repetitive tasks and analyze service performance. It features ready-to-launch AI agents capable of resolving common inquiries automatically, alongside a no-code studio for configuring agentic workflows. For human agents, the platform offers real-time conversation summarization, suggested replies, and multilingual translation directly within the workspace. Managers and team leads can use built-in analytics to detect service issues through proactive alerts and root cause analysis across customer interactions. Built with enterprise-grade security controls, Freshworks helps organizations handle routine queries, assist staff during live conversations, and identify operational bottlenecks.
Problem: Support staff are often overwhelmed by a high volume of repetitive inquiries, leading to slow response times.
Solution: Freddy AI Agents resolve up to 80% of routine queries across chat, messaging, and email using pre-built workflows.
Example: A retail business uses AI Agents to automatically handle 24/7 requests for order tracking and refund statuses.
Problem: Support agents lose time manually summarizing long conversation histories and translating customer messages.
Solution: Freddy AI Copilot provides instant summaries, suggested replies, and real-time translation within the workspace.
Example: An agent uses Copilot to quickly understand a 10-message email thread and respond in the customer's native language.
Problem: Managers struggle to identify the underlying causes of service level agreement (SLA) breaches or dips in customer satisfaction.
Solution: Freddy AI Insights turns data into intelligence with proactive alerts and deep root cause analysis of every interaction.
Example: A lead receives an automated alert for a dip in CSAT and uses AI to pinpoint a specific product bug causing the issue.
Target audience: Best for: Customer support managers, Support agents, Customer experience (CX) leaders
Pricing: Unknown · Categories: Customer Support, Suggested Tools
Tags: Customer Support, human resources, research, startup tools
Freshworks provides automated customer service capabilities, including pre-built AI agents for handling routine queries across email, chat, and messaging. It offers a no-code studio to customize workflows, real-time conversation summaries, suggested responses, and instant multilingual translation for human support agents. Additionally, it features root cause analysis to monitor trends and alert managers to service level issues.
Freshworks is designed primarily for customer support agents, support team managers, and customer experience leaders. Agents use its real-time summarization and translation tools to handle complex tickets faster, while managers and leaders utilize automated agents to address repetitive inquiries and review interaction data through root cause analysis.
Freshworks AI agents resolve routine customer requests using pre-configured, agentic workflows. Configured through a no-code studio, these agents operate across email, messaging, and chat channels to answer repetitive queries, such as order tracking or refund status requests, without requiring intervention from human support staff.
Freshworks assists support agents by generating real-time summaries of long conversation threads and suggesting responses directly inside the workspace. It also includes real-time multilingual translation, allowing agents to understand incoming messages and reply accurately in the customer native language without leaving their inbox or chat interface.