Delight customers with customized, right-sized cloud-based solutions
summary
Freshworks demonstrates a right-sized cloud stack built on Freshdesk, Freshservice and the Neo platform integrated with Amazon Connect and AWS Marketplace procurement. Deployments use Freddy AI for bot self-service, call recording/transcription and API data dips that power screen pops and real‑time agent guidance. One customer implements five automations and a Connect–ITSM integration and sees a 40% drop in handle time within a month and ~30% fewer calls, then scales automation from those insights.
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chapters (10)
- 0:00Introduction and speakers
- 1:03F1 pit stop analogy
- 3:51FreshWorks and AWS integration
- 5:16Customer expectations for software
- 7:05Evolution of customer service software
- 8:30FreshDesk and Freddy AI features
- 9:58FreshService for employee delight
- 11:00Modern contact center trends
- 14:16Customer success use cases
- 16:01Q&A and booth invitation
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