Freshworks expands the use of artificial intelligence

Freshworks announced the expansion of the use of artificial intelligence (IA) in all of its customer experience solutions. The company also announced Freshservice for Business Teams, the new tool focused on corporate departments that go beyond the IT area. The Freshworks virtual event will be held on November 9 to show the range of new product innovations during its fall 2022 launch.

The updates in the Freshworks portfolio are designed to make work easier, more productive and more pleasant, through the automation of rapid implementation with IA integrated natively in Freshchat, Freshdesk, Freshsales and Freshmarketer. The updates include mainly AI-powered support functions to help agents improve response times. The integrated IA will also collaborate with the sales and marketing departments to increase productivity and gain more business.

According to an investigation by Aberdeen, artificial intelligence in real time helps organizations maximize service performance, create satisfied customers and reduce costs: companies that take advantage of AI capabilities achieve a 3.5-fold increase in rates satisfaction del cliente.

AI (artificial intelligence) conversational can also affect the final result of a company. According to a survey carried out by Gartner, Inc., by 2026, implementations of artificial intelligence (IA) conversational in customer service centers will reduce the labor costs of agents to $80 billion.

Some of the highlights of the Fall launch of Freshworks include:

Gestión automatizada de las relaciones con los clientes: creado para Freshsales y Freshmarketer

  • email Intelligent Lead Scoring permite a los equipos comprender cómo sus clientes usan sus products y quién puede estar listo para participator. AI identifies positive and negative buying signals by learning interactions to provide information. Los usuarios pueden tomar decisions basadas en datos con confianza y tener conversaciones más personalizedas con sus clients.
  • Social media campaigns empoderan a los specialists en marketing al darles la capacidad de interactar con su público objetivo en Instagram y Facebook. Dentro de Freshmarketer, pueden programar y publicar publicaciones en redes sociales y analisar su deportivo para desarrollar contenido attractivo y generara más clientes potenciales.

Conversaciones inteligentes omnicanal: Desrollado para Freshchat

  • Smart Reply rapidamente resuelve con respuestas de autocompletado integradas con inteligenia artificial. Proportia sugerencias dinámicas al representative de soporte mientras responde a un cliente.
  • Freshchat Inbox Email makes it possible for agents to have personalized conversations with their clients in omnichannel, and also for companies to configure their electronic support email address and send them directly to Freshchat.

Ver más: Creación de contenidos con IA ¿un futuro cercano?

Atención al cliente basada en datos: Creado para Freshdesk

  • Auto Triage ofrece recomendaciones impulsadas por IA más precisas que completan automáticamente los campos en un ticket. La clasificación automática aprende del historial de tickets para proparicari correcta predictions para las tareas repetitivas del día día, lo que brinda a los equipos más tiempo para concentarse en los casos críticos.
  • Integrations with Slack and Microsoft Teams permiten colaboraciones fluidas al permitir que los de soporte agents inicien conversaciones de Slack desde la interfasa de Freshdesk y usen Microsoft Teams para ponerse al day rapidamente con los tickets assigned.

Nueva plataforma multimercado: Freshworks for Business Teams

  • Freshworks for Business Teams permite que los departamentos corporatives que no son de TI coexistan dentro del mismo espacio de trabajo. Departments like Recursos Humanos, Legal y Finanzas pueden brindar la provisiona de sus servicios de manera segura e ininterrumpida.
  • In addition, Freshworks continues to invest in the management of IT operations to strengthen existing resources and help IT teams to keep the business running. This includes notifications via WhatsApp, Microsoft Teams and the Freshservice application (iOS and Android), which results in a faster resolution of a critical incident.

“Una de mis cosas favoritas sobre el uso de Freshworks son las solucionas modernas, amigables y flexible que han revolutionado el servicio que podemos brindar a nuestros clientes. Las nuevas capacidades basadas en IA nos permiten diferentiar entre prospectos calientos y fríos y aumentar nuestra productivity. “Freshworks has been a true game changer for our business,” he highlighted Michael Hopkins, vice presidente sénior de Ventas y Servicio de Blue Nile.

“Conversational intelligence in sales, marketing and support is the next step that companies still need to unify and personalize the client’s experience. A diferencia del legado de algunos otros providoses, creemos que el software comercial debe empoderar a las personas, no frustrarlas. Our AI-driven functionality makes it easier than ever and is designed to keep up to date with the demands of clients and employees,” he said. Prakash Ramamurthy, director of products at Freshworks.

“Además de que Freshservice entrega todo lo necesario para brindar soporte a 70 agents y 1300 usuarios finales por mes, también usamos la platforma para atender a otros dos corporatives equipos: one para la administration de instalaciones y otro para la contabilidad. Our success with Freshworks goes beyond the use of IT cases thanks to the ease of use and the flexibility of the platform,” he commented. Robert Lyons, director of technology at Katz, Grupo de medios.

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