Freshworks Releases “Freddy”, the Omnibot AI Engine for Enhanced Customer Service
In today’s fast-paced business world, efficient customer service is essential for retaining customers and enhancing business growth. Freshworks, a company specializing in customer engagement software, has just released their newest product, “Freddy,” to help with this very issue. Freddy is an Omnibot AI engine capable of enhancing sales, marketing, and customer services for businesses of all sizes.
Freddy Leverages Google AI to Enhance Customer Services
Freshworks first announced Freddy’s release at the Refresh18 conference. Using Google Artificial Intelligence (AI), Freddy anticipates the answers to customer service inquiries based on a combination of human and machine-based voice interactions. As a result, customers can receive the support they need right when they need it, across multiple channels. Freshworks explains, “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.”
Freddy: More Than Just a Chatbot
According to Freshworks Founder and CEO, Mathrubootham, Freddy significantly expands on the capabilities of chatbots. Today’s customers demand better service, and with Freddy’s capabilities, businesses can provide just that. “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.”
How Freddy Helps Businesses
Sales
Sales teams currently using Freshworks’ CRM can now auto-calibrate their available leads, making sales easier to conduct. This approach saves them time and allows them to take advantage of all potential opportunities.
Customer Service
Freddy automatically replies to common customer queries in email, chat, voice-calls, and social media contexts using the customer’s knowledge base. This approach frees up support team resources, ensuring that more unique queries receive proper attention.
Customer Engagement
Freddy’s capabilities help him appear like an actual customer support person, giving customers the comfort they prefer. It is essential to ensure that consumers feel heard and that their concerns are addressed. Freddy is there to listen.
Easy Implementation
Finally, in contrast to traditional enterprise AI platforms, Freddy seeks to be less intimidating to implement. “Freddy removes complexity and frustration by delivering timely customer information for representatives and instantly answering questions anytime or anywhere customers need support.”
In conclusion, businesses must embrace innovation to maintain a competitive advantage in the market, and Freshworks Freddy is a step in the right direction. By incorporating Freddy into their service offering, businesses can enrich their customer engagement, enhance sales, and improve overall business performance.
