Freshworks has unveiled a powerful suite of Generative AI (GenAI) tools aimed at transforming both customer support and employee engagement—marking a major leap forward in the company’s strategy to deliver intelligent, user-friendly business software.
The new tools span Freshworks’ core platforms—Freshdesk, Freshservice, and Freshsales—and are designed to help companies boost productivity, personalize interactions, and reduce operational friction with AI that understands intent, context, and tone.
✨ Key Features of Freshworks GenAI Suite:
- Auto-generated support responses and knowledge base articles powered by GenAI
- Smart ticket summarization and prioritization for agents and IT teams
- AI-assisted sales emails that adapt to lead behavior and past engagement
- Conversational HR chatbots that handle internal queries and onboarding tasks
- Voice-to-text and sentiment analysis tools for deeper context in service and HR interactions
“We’re democratizing enterprise-grade AI, making it easy and affordable for fast-growing businesses to deliver world-class experiences,” said Girish Mathrubootham, Founder & CEO of Freshworks.
🧠 Built on Freddy AI:
The GenAI suite builds on Freddy AI, Freshworks’ proprietary AI engine, enhanced with large language models (LLMs) fine-tuned for service, support, HR, and sales functions. The tools are designed for instant setup—no data science team required.
📈 Real-World Impact:
Early beta customers reported:
- Up to 50% faster resolution times in support centers
- 30% increase in agent productivity
- Significant improvement in employee onboarding speed and HR query resolution
- Higher customer satisfaction scores due to personalized, consistent service
🌐 Why It Matters:
As customer and employee expectations rise, businesses need tools that scale human-like interactions. Freshworks’ GenAI suite positions it as a key player in the next generation of intelligent SaaS platforms, focused on usability and results.
“GenAI is not just about automation—it’s about empathy at scale,” said a Freshworks product lead. “That’s our north star.”
🔮 What’s Next:
The GenAI tools are now available to Freshworks Pro and Enterprise users, with deeper integrations, industry-specific models, and voice-enabled capabilities planned for early 2026.
Conclusion:
Freshworks’ launch of GenAI tools marks a bold step toward reimagining business software. By blending conversational intelligence with practical automation, the company aims to empower support teams, IT departments, HR leaders, and sales professionals alike.