Freshworks Inc Acquires ML and AI solutions provider, AnsweriQ Inc

Through this acquisition, AnsweriQ will help Freshwork’s engine, Freddy, by allowing enterprise organizations to fully optimise their existing customer data
  • BY Jaspreet Kaur

    Feature Writer, BusinessEx

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  • Feb 29,2020
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  • 11 Mins Read

The California-based SaaS company, Freshworks Inc. has lately proclaimed to acquire ML and AI solutions provider, AnsweriQ Inc. Through this acquisition, AnsweriQ will help the company’s engine, Freddy, by allowing enterprise organizations to fully optimise their existing customer data to augment self-service experiences and automate intricate customer workflows. 

The distant ML model of AnsweriQ  optimize AI algorithms counter millions of customer interactions to produce automated self-service questions and answers (Q&As) and develop  next-step escalations.

“Unlike clunky, siloed, legacy SaaS solutions, Freshworks is innovating to deliver a powerful and seamless experience across sales, marketing, customer success and support functions,”  Pradeep Rathinam, former AnsweriQ CEO and Freshworks Chief Customer Officer, said in the company’s official statement.

“With Freshworks’ commitment to deploying enterprise-scale AI to better understand customers and build relationships for life, this acquisition is a natural fit. I’m excited to join Freshworks as their new chief customer officer as we create delightful experiences for enterprises that use our products worldwide,” Rathinam added. 

With this transaction, CEO of AnsweriQ CEO has joined the senior executive team as Chief Customer Officer, becoming a part of the entire organization and aiding in getting positive outcomes for businesses that binds customers with the company. As per the company’s statement, Rathinam will align the entire organization to make customers powerful advocates for

Freshworks by delivering successful business outcomes. He will administer the firm’s global customer support, onboarding and customer success organizations; moreover,  enhancing satisfaction, retention and success of the combined customer base, including AnsweriQ customers 2K Games, Freshly and SeatGeek.

How will AnsweriQ Help FreshWorks?

AnsweriQ’s technology enhances the artificial intelligence (AI) capabilities of Freddy and aids in ascending self-service for big enterprises. Freddy will include AnsweriQ’s AI to imbibe from ticket data and agent actions within the Freshworks Customer-for-Life Cloud and enhance customer self-service capabilities.

Freddy will extend its capabilities from a knowledge base dependent AI engine to learn from ticket conversations on the fly. Freddy will be able to foresee needs of the customer, make recommendations for agents based on the conversations and carry out tasks like refunds and cancellations without any manual inputs. This, in turn, augments customer self-service and free up agent time to manage more complex requests.

“The integration of AnsweriQ’s technology enhances our AI/ML capability in the customer engagement space and offers significant value to our customers,” Girish Mathrubootham, Freshworks’ founder and CEO, said. 

“Pradeep brings executive-level acumen and expertise, which will be leveraged in his new role as chief customer officer as we double-down on our efforts to engage and keep customers for life,” Mathrubootham added. 

 

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