Latest news with #Freshservice
Techday NZ
03-07-2025
- Business
- Techday NZ
Freshworks launches AI tool to streamline staff transitions
Freshworks has launched Freshservice Journeys, an AI-powered capability aimed at simplifying complex employee transitions within organisations. Freshservice Journeys operates within the Freshservice platform and is designed to address common pain points related to processes such as onboarding, offboarding, relocations, and internal employee moves. According to the company, the solution has already been adopted by companies such as EquiTrust, Qualfon, and Coherent, who use it to streamline operations that involve cross-functional teams, including IT, HR, and facilities departments. AI-powered features The new capability incorporates AI to automate routine service delivery tasks. Core functions cited by Freshworks include ticket routing, ticket summarisation, contextual replies, and auto-generation of knowledge base articles. The company notes that Freshservice Journeys also offers a no-code or low-code interface, enabling administrators to configure workflows without the need for complex programming expertise. Pre-built templates are available to further expedite implementation. Freshservice Journeys delivers coordinated collaboration across teams by assigning tasks, automating reminders, and providing real-time progress tracking. These features are designed to improve accountability and simplify responsible task management during an employee's transition through various points in their employment lifecycle. The platform is described as being adaptable to the specific needs and policies of individual organisations. Using conditions and triggers, administrators can tailor process flows for scenarios as diverse as onboarding technical staff or managing office relocations. Tackling transition bottlenecks Organisational challenges during transitions are often attributed to distinct departmental workflows and legacy systems. These can generate inefficiencies and confusion that slow productivity, particularly during onboarding. Freshworks aims to resolve such issues by offering automation that improves coordination and visibility among technology, human resources, and facilities staff. Srini Raghavan, Chief Product Officer at Freshworks, stated, "Complexity is the enemy of efficiency, and our customers count on Freshworks to remove roadblocks in the employee experience with hyper-personalized, seamless, and uncomplicated service. For years, Freshservice has enabled thousands of organizations to apply modern service management principles across individual departments. With the launch of Freshservice Journeys, Freshworks takes that vision further—eliminating the friction that has long hindered cross-departmental collaboration during complex employee transitions. Organizations can now use AI powered automation to deliver consistently positive employee experiences without sacrificing departmental flexibility." Industry observers suggest that companies benefit from unifying departmental workflows, which can reduce repetitive work and improve outcomes throughout the employment cycle. "Organizations that have implemented cross-functional processes describe them as 'game changers' that reduce friction and bottlenecks. The most successful enterprises are those that can seamlessly orchestrate cross-functional processes—from onboarding to offboarding—without sacrificing the specialized needs of individual departments. AI-powered automation platforms that can break down these silos while addressing the needs of specific roles have the potential to enable a critical evolution in enterprise service management, enabling companies to deliver the consistent, efficient experiences that today's workforce expects," said Snow Tempest, research manager at IDC. Customer feedback Several early adopter organisations have provided feedback on their use of Freshservice Journeys. John Batchelor, Vice President of IT Operations at Qualfon, commented, "Freshservice has completely transformed our offboarding process. What used to take days can now be done in hours—with full visibility into task completion, access revocation, and timelines. It's helped us reduce risk, save time, and deliver a more secure, compliant offboarding experience at scale." Tabitha Zokaitis, IT Service Management Analyst at EquiTrust Life Insurance, said, "Freshservice Journeys is a game-changer for onboarding. It allows our admins to quickly set up customised workflows for different roles, while giving HR real-time visibility into every task. We're looking forward to further streamlining our processes and saving hours of manual coordination, reducing errors, and ensuring every new hire has a smooth, consistent experience from day one." Anantha Ganga, Chief Information Officer at Coherent, detailed the platform's rollout at her company: Coherent transitioned all IT workflows to Freshservice within four months, subsequently expanding use to HR onboarding and offboarding processes, with future plans to extend to the facilities and procurement departments. Freshservice Journeys is aimed at supporting organisations seeking to increase efficiency and improve employee experiences during significant points of transition by offering a platform tailored for cross-department automation and workflow visibility.
Yahoo
12-06-2025
- Business
- Yahoo
FRSH Boosts Customer & Employee Service With Freddy Agentic AI Platform
At its flagship Refresh event, Freshworks FRSH unveiled the next-generation Freddy Agentic AI Platform, an advanced version that goes beyond chat-based assistance by getting the work done. From processing claims to updating records and booking shipments, Freddy AI is designed to perform high-value tasks autonomously, helping teams reduce manual workloads and focus on more complicated most AI-powered tools only provide answers, the new Freddy Agentic AI Platform actively resolves service requests. Whether in retail, travel, finance, manufacturing, or software services, Freddy AI is transforming support functions into intelligent, action-driven systems. This agentic model enables tasks like order tracking, refunds, booking appointments, managing subscriptions etc, to be handled comprehensively by AI, saving time, reducing errors and improving outcomes for both customers and employees. A key aspect of this release is the Freddy AI Agent Studio — a no-code platform empowering support teams to build and launch AI agents without needing technical expertise. The Studio empowers support teams to reduce ticket backlogs, minimize handoffs and maintain consistent, high-quality customer experiences without coding. Key components of this tool are Skills Library, which is a collection of pre-built action templates for popular platforms like Shopify and Stripe and Skills Builder — a visual environment to design custom skills for agents to autonomously handle actions such as returns or refunds. Email remains a core support channel, and Freddy AI is transforming it with automation that understands and acts. The Freddy AI Agent for Email reads and interprets incoming emails, generates contextual replies and automatically closes tickets when issues are resolved. This helps reduce first-response times from hours to minutes. Repetitive email issues are resolved autonomously, and support capacity increases without growing AI is also transforming employee experience with a smarter, unified search agent that fetches answers from enterprise platforms. It integrates with tools like Slack, Microsoft SharePoint and Microsoft Teams. Support is also available in 40+ languages, ensuring global inclusivity and is backed by enterprise-grade IT and service desk teams, Freshworks is also introducing Freddy AI Insights for Freshservice, which replaces manual analysis with intelligent monitoring. Key highlights are Root Cause Analysis maps, anomaly detection and trend monitoring and metrics for SLA compliance, workforce planning and AI Copilot helps service teams work faster and smarter by handling support tasks such as writing clear replies, linking related issues and creating helpful documents. New features include Intelligent Related Changes, which identify likely causes of problems by checking recent system changes in Freshservice. Reply Suggestions Copilot reads tickets, checks the knowledge base and recommends responses in Freshdesk. With these updates, Freddy becomes a smart support partner. Since its debut in 2023, Freddy AI has helped more than 5,000 organizations automate and enhance their service operations. Among the beneficiaries are Hobbycraft, which has automated 30% of customer queries and boosted CSAT by 25%. Bergzeit auto-triaged 200,000+ tickets and cut translation workloads by 75% and Five9 deflected 65% of IT requests, saving 200+ hours/month. iPostal1 resolved 54% of queries with Freddy AI and scaled to 1.3 million accounts without extra cost, enabling it to expand to 3,500+ success stories prove that Freddy delivers measurable outcomes that matter. To help organizations onboard Freddy quickly, Freshworks is rolling out a suite of resources, including Freshworks University, with tutorials, real-world use cases and live help. AI Academy for Partners is training channel partners to accelerate sales and deployment, and AI Professional Services facilities custom rollout support for enterprise clients. In addition, the company provides In-product assistance with videos, workflows and step-by-step Freddy Agentic AI is especially valuable for growing companies that lack deep AI engineering teams offering enterprise-grade automation without complexity. With Freddy, even resource-constrained teams can deploy autonomous resolution at scale, driving higher efficiency, faster resolutions and better customer experiences without heavy investments. FRSH currently has a Zacks Rank #3 (Hold). Shares of the company have gained 23.5% in the past year compared with the Zacks Internet – Software industry's growth of 35.8%. Image Source: Zacks Investment Research Some better-ranked stocks from the broader technology space are Juniper Networks, Inc. JNPR, Arista Networks, Inc. ANET and Ubiquiti Inc. UI. JNPR presently sports a Zacks Rank #1 (Strong Buy), while ANET and UI carry a Zacks Rank #2 (Buy). You can see the complete list of today's Zacks #1 Rank stocks here. Juniper is leveraging the 400-gig cycle to capture hyperscale switching opportunities inside the data center. The company is set to capitalize on the increasing demand for data center virtualization, cloud computing and mobile traffic packet/optical convergence. Juniper also introduced new features within the AI-driven enterprise portfolio that enable customers to simplify the rollout of their campus wired and wireless networks while bringing greater insight to network operators. In the last reported quarter, it delivered an earnings surprise of 4.88%.Arista delivered a trailing four-quarter average earnings surprise of 11.82% and has a long-term growth expectation of 14.81%. Arista currently serves five verticals, namely cloud titans (customers that deploy more than 1 million servers, cloud specialty providers, service providers, financial services and the rest of the enterprise. It supplies products to a prestigious set of customers, including Fortune 500 global companies in markets such as cloud titans, enterprises, financials and specialty cloud service effective management of its strong global network of more than 100 distributors and master resellers improved its visibility for future demand and inventory management techniques. In the last reported quarter, Ubiquiti delivered an earnings surprise of 33.3%. Its highly flexible global business model remains well-suited to adapt to the changing market dynamics to overcome challenges while maximizing growth. Want the latest recommendations from Zacks Investment Research? Today, you can download 7 Best Stocks for the Next 30 Days. Click to get this free report Juniper Networks, Inc. (JNPR) : Free Stock Analysis Report Arista Networks, Inc. (ANET) : Free Stock Analysis Report Freshworks Inc. (FRSH) : Free Stock Analysis Report Ubiquiti Inc. (UI) : Free Stock Analysis Report This article originally published on Zacks Investment Research ( Zacks Investment Research
Channel Post MEA
27-02-2025
- Business
- Channel Post MEA
Unisys To Resell Freshworks' ITSM Solutions
Freshworks has announced a strategic relationship with Unisys to resell Freshworks' modern IT Service Management (ITSM) solutions, including Freshservice and Device42. This partnership underscores a shared commitment to serving the mid-market —an often overcharged and underserved segment in the ITSM landscape. 'Our collaboration with Unisys is driven by a shared view that the market needs a fresh approach to IT services. Together we aim to disrupt the status quo with easy to use and deploy software that gives IT, operations, and business teams the ability to deliver exceptional experiences — without complexity,' said Laura Padilla, Senior Vice President of Global Channels and Partners at Freshworks .'The deep expertise and global reach of Unisys make the company the perfect partner to help us rapidly expand into both the mid-size and large enterprise markets.' As the first large-scale Managed Service Provider (MSP) in the Freshworks ecosystem, Unisys introduces a powerful new channel for Freshworks. A global company supporting clients in more than 120 countries, Unisys serves a diverse range of industries, including Commercial, Financial Service and Public Sectors. Unisys already secured a win with a U.S. midsized industrial company, which selected Freshservice over its previous ITSM provider and successfully went live in under 12 weeks. The ease of use, fast deployment, and quick time-to-value of Freshservice highlight the practical benefits of Freshworks' approach while further enriching and strengthening the robust portfolio of Unisys in enterprise service management. 'We are thrilled to partner with Freshworks to deliver innovative solutions to mid-market and large enterprise companies. This collaboration leverages our global workforce of IT professionals and our vast expertise in ITSM and field services,' said Patrycja Sobera, Senior Vice President and General Manager of Digital Workplace Solutions business unit at Unisys. 'Together, we are well-positioned to drive significant value for our clients, enhancing their operations and delivering exceptional service experiences.' Freshworks' expanding partner ecosystem — which includes over 500 active partners — continues to grow with this strategic collaboration. With the global workforce of IT professionals at Unisys and the company's expertise in ITSM and field services, the partnership positions Freshworks for accelerated growth while reinforcing its mission to make ITSM accessible to midmarket businesses worldwide. 0 0
