How AI is Reshaping Work and Customer Support: Key Insights from Freshworks’ Vision

Artificial Intelligence (AI) has become a transformative force in business, yet many organizations still struggle to unlock its full potential. Freshworks, a leader in AI-powered customer and IT service solutions, has been at the forefront of helping businesses integrate AI effectively. At a recent event, Freshworks executives highlighted the challenges, successes, and the future of AI adoption in business operations.

The AI Investment Dilemma: Are Businesses Seeing Real Value?

Despite the surge in AI investments, a significant number of companies still question the tangible benefits of these technologies. Freshworks’ insights reveal that while AI has the potential to improve efficiency, organizations often fall short in implementation due to a lack of strategy and workforce training.

A staggering 90% of companies feel they are not maximizing AI’s capabilities, primarily because their teams are unprepared for AI integration. Many businesses focus on AI as a tool but neglect the cultural and operational shifts required for its success. Without proper onboarding and upskilling, AI remains underutilized, failing to deliver its promised productivity gains.

Bridging the AI Training Gap

One of the key takeaways from Freshworks' presentation was the need for structured AI training programs. Successful companies have adopted an approach that includes:

• Hands-on AI training for employees to ensure smooth adoption.

• Leadership engagement to drive AI-first mindsets across teams.

• Clear use-case identification, focusing AI deployment on areas with the highest impact.

Organizations that get these aspects right are already seeing major improvements in efficiency, customer satisfaction, and cost reduction.

Freddy AI: A Game Changer for Customer and IT Support

The Jasco x Freshworks event provided a deep dive into AI-driven solutions designed to optimize business operations. Attendees explored innovative tools under the Freddy AI ecosystem, gaining insights into how automation and artificial intelligence are transforming customer engagement and operational efficiency.

Key Learnings: Freddy AI Solutions

Participants were introduced to three core AI-powered tools:

• Freddy AI Insights – A data-driven assistant offering actionable analytics for business decision-making.

• Freddy Copilot – An intelligent companion designed to assist teams in streamlining workflows and increasing productivity.

• Freddy Agent – An AI-powered support agent enhancing customer service interactions.

Among these, Freddy Copilot stood out for its ability to assist teams in automating routine tasks, allowing businesses to focus on strategic growth.

Measuring the Impact of AI in Customer Support

Freddy AI’s success is measured by several key metrics:

• Improved agent productivity – With AI handling repetitive queries, human agents can address more complex and high-value cases.

• Faster response times – AI-powered chatbots provide instant support, improving customer experience.

• Enhanced customer satisfaction – Businesses report fewer complaints related to wait times and service delays.

The integration of AI in customer support is not about replacing jobs but enhancing human efficiency, allowing businesses to provide better services at scale.

The Changing Job Landscape: AI’s Role in Workforce Transformation

As AI adoption accelerates, its impact on jobs is becoming more evident. According to a McKinsey report, 12 million people will transition to different roles due to AI automation by 2030. While some fear AI-driven job losses, Freshworks emphasizes that AI is creating new opportunities.

Which Jobs Will Be Most Affected?

Industries like customer service, IT support, finance, and healthcare are seeing the highest levels of AI disruption. However, instead of outright job elimination, AI is shifting the nature of work:

• Repetitive and rule-based tasks are being automated.

• New roles in AI management and analysis are emerging.

• Employees need to upskill in AI-driven decision-making, data analysis, and automation management.

To prepare for this transition, businesses must invest in retraining programs to help employees develop AI-related skills. AI should be seen as a tool that augments human capabilities rather than a replacement.

AI and Data Security: Addressing Privacy Concerns

With AI becoming deeply embedded in business operations, concerns over data privacy and security are rising. Freshworks has implemented strict AI governance frameworks to ensure that AI solutions do not compromise sensitive customer and business data.

How Freshworks Ensures AI Security

1. End-to-end encryption – Protecting data in AI-driven interactions.

2. Ethical AI policies – Ensuring AI operates within legal and ethical boundaries.

3. Continuous monitoring – Identifying and mitigating potential AI biases.

Businesses must adopt similar strategies to balance AI efficiency with data protection, particularly in industries like finance, healthcare, and government services.

AI in Action: WhatsApp Integration for Enhanced Engagement

One of the most valuable takeaways from the Freshworks event was the potential for AI-driven WhatsApp integration. Businesses can now leverage WhatsApp automation for seamless customer support, marketing campaigns, and lead generation—improving response times and engagement.

With AI transforming business interactions, integrating tools like Freddy AI into platforms such as WhatsApp presents a game-changing opportunity for businesses looking to scale their customer engagement efforts efficiently.

The Role of Leadership in AI-Driven Organizations

A crucial factor in AI adoption is leadership support. Companies that successfully implement AI have executives who champion AI-first cultures and allocate resources to AI training.

How Leaders Can Drive AI Success

• Encourage AI literacy among employees at all levels.

• Set clear AI goals aligned with business objectives.

• Monitor AI outcomes to ensure continuous improvement.

Without leadership commitment, AI projects often fail due to lack of direction and resistance from employees.

Tailored Business Solutions: Jasco x Freshworks Private Sessions

A notable highlight from the event was the opportunity for private sessions with Jasco x Freshworks, allowing businesses to explore customized AI solutions. Many attendees expressed interest in personalized consultations to assess how these AI tools could fit their specific needs.

What’s Next? Freshworks’ Future AI Innovations

Looking ahead, Freshworks is doubling down on AI-driven automation, personalized customer interactions, and predictive analytics. Future enhancements will focus on:

• Advanced AI-powered workflow automation to streamline business processes.

• More intuitive AI chatbots for seamless customer interactions.

• AI-driven analytics for better decision-making in sales, marketing, and operations.

As AI continues to evolve, businesses must stay ahead by integrating AI-driven tools that improve both customer experiences and internal efficiency.

Final Thoughts: The AI Revolution is Here

AI is no longer a futuristic concept—it is actively transforming businesses today. The key to success lies in strategic implementation, employee training, and leadership support. Companies that embrace AI as a collaborative tool rather than a threat will be the ones leading in the next decade.

As organizations navigate this AI-driven era, Freshworks’ insights serve as a blueprint for businesses looking to unlock AI’s full potential while ensuring sustainable and ethical implementation.

Are you interested in exploring these AI solutions for your business? A one-on-one session with Jasco x Freshworks could be your next step towards smarter business operations.

For more insights on AI and business transformation, stay tuned to The 254 Report.