Girish Mathrubootham talks about the future of customer engagement in the SaaS purview - with the three pillars being collaboration, AI and customer 360.
13. Freshworks 360 Master Customer Record
Marketing teams Sales teams Support teams
Collaboration apps: Developer resources: Fresh SDK Marketplace
Prospects Leads Tickets
Events Events Events
21. The Problem with Collaboration Today
Mike, What ticket are you talking
about? I can’t see it….
The problem with collaboration today
Joe, Can you help me
with this ticket?
Hold on, let me
copy and paste this
22.
23.
24.
25. Customer Support
“WOW! I love how
responsive you guys are!
Joe, AppNinja
Prospect
Customer
Engagement
Platform
Mary, in Product
31. Process Intelligence Understanding data and presenting actionable insights
Workflow Intelligence Understanding task sequences
Forecast Intelligence Understanding data trends
Rank Intelligence Understanding relative importance
Associative Intelligence Understanding associations
Intent / Sentiment Detection Understanding words/ phrases
Responsive Intelligence Understanding questions
The 7 steps of evolution of AI in CX
The 7 steps of evolution of AI in CX
44. Freddy working on Pitney Bowes
Pervasive
Service
Freshworks Freshbot provides
Conversational support for common
issues. Eg. Paperjams
45. Smart recommendations display best solution articles or enable instant
IT Service requests in Freshservice
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Freddy helps printer users solve issues
Freddy Bot