Freshworks має агент штучного інтелекту, який покращує до 45% клієнтський і співробітникський досвід

THE Фрешворкс Announced the launch of the Freddy AI Agent – a new generation of easy-to-implement and use autonomous service agents. Developed to deliver exceptional customer experiences (CX) and employee experiences (EX), the Freddy AI Agent can be implemented in minutes and has helped customer support and IT teams autonomously resolve an average of 45% and 40% of service requests, respectively.

Згідно з ГартнерBy 2028, 33% of corporate software applications will incorporate AI, enabling 15% of daily work decisions to be made autonomously. Customer service and IT support managers are leading the way, reporting that AI is generating more tangible value than ever before, according to... Freshworks Global "Workplace AI" Report.

"Over the past six years, we've seen an increase in demand for our streamlined, AI-powered solutions that make the lives of customer service and IT managers easier and more efficient," he said. Dennis Woodside, CEO and president of FreshworksThe Freddy AI Agent is a game-changer for organisations looking to rapidly accelerate customer and employee support. Most other software requires weeks and fees to deploy an AI agent, but we designed Freddy to deploy in minutes, with no code or consultants required.

Medium-sized companies like Bchex, Porsche eBike, Hobbycraft, and Live Oak Bank are already experiencing the transformative power of the Freddy AI Agent integrated with Freshdesk and Freshservice. Significant gains in productivity and efficiency help unlock higher-value work, demonstrating how AI is moving from an experimental tool to a business results driver across all sectors. The Freddy AI Agent makes this possible with the following features for CX and EX:

• High value in a short time. Organisations can rapidly deploy the Freddy AI Agent without needing to code or train models. Instead, Freddy learns from existing documents and websites. By pointing Freddy at websites and other learning materials, the agent will crawl the resources and learn independently.
• Self-employed and always active. The Freddy AI Agent is fully autonomous and provides people with 24/7 conversational support, being helpful and human-like across various channels.
• Highly personalized service. The Freddy AI Agent personalizes and contextualizes conversations across multiple languages and channels.
• Reliable and secure. The Freddy AI Agent offers reliable, secure, and enterprise-grade AI, built on a foundation of robust privacy controls to meet security and compliance standards.

CX: Freddy AI Agent simplifies and personalises the customer experience

Using the Freddy AI Agent for CX, customer support teams can resolve issues with a 24/7 conversational experience. The result is an enhanced customer experience, increased satisfaction rates, and reduced response times. Employee well-being also increases due to agent productivity growing with the automation of routine tasks.

A Bchex, a US-based criminal background check company, had a seamless experience setting up the Freddy AI Agent with Freshdesk. "The best part is how quickly it can be implemented. If you have your FAQs and data ready, you can upload them to the platform and have a new AI agent up and running in 20 minutes," they said. Amanda Pope, Customer Success Manager at BchexOur AI agent takes the workload off our support team, allowing them to focus their time and resources on resolving more complex issues to give our customers the care they deserve.

More productive and enjoyable work for employees

Already using the Freddy AI Agent for the employee experience, IT teams can provide personalised and near real-time support that meets each employee's individual needs, freeing up time for IT users, HR and other internal service teams to do more rewarding work. 

The Freddy AI Agent operates 24 hours a day, 7 days a week, within tools like Microsoft Teams, Slack, and other internal collaboration channels to assist employees when they need it. Employees can now resolve issues such as application access, hardware replacements, medical benefits, and leave policies accurately and flawlessly, without submitting tickets or facing lengthy wait times. The result is more efficient IT operations, more productive teams, and an improved employee experience.

"Freshservice's AI features are the backbone of our IT operations," he said. Alexander Wünsch, Chief Financial Officer of Porsche eBike PerformanceWith features like conversation support and the article generator, we can now provide intelligent and user-centric IT support. Freshservice is simple and easy to understand, even for those without in-depth technical knowledge or rigorous IT training.

"We're selling promises of how AI agents can improve the employee experience. Providing these AI-powered tools can reduce the routine workload on IT teams, while keeping internal employees engaged, empowering them to focus on the work that truly matters, reducing burnout and promoting collaboration," they said. Snow Tempest, Research Manager at IDCThere's a significant opportunity for teams to focus on using AI as a tool to empower workers in both IT and other roles.

THE CTO of Freshworks, Murali Swaminathan"We're only beginning to see the positive impact of AI in the workplace. From advisor to active problem-solver, a carefully orchestrated symphony of specialized agents can handle a large and growing percentage of daily requests and help employees do their jobs more effectively. Co-pilots are also entering the scene to assist the human agent, further automating the tasks and workflows that run a business. Freshworks is researching and applying the best of both worlds, where people and AI can work together."

The Freddy AI Agent works independently of the platform and leverages the latest advancements in generative LLMs. It follows the Generative AI launch of June 2023 Freddy Self Service (now Freddy AI Agent), Freddy Copilot (now Freddy AI Copilot), and Freddy Insights (now Freddy AI Insights).

To learn more about the Freddy AI Agent and sign up for the beta test, visit Freshworks website або Register For our virtual AI Summit on November 12th.