Freshworks Inc. is a customer engagement and IT service management software company best known for its cloud-based products like Freshdesk and Freshservice. The company serves businesses of all sizes with SaaS solutions for customer support, sales, marketing, and internal IT operations.
Freshworks embeds AI capabilities, branded as Freddy AI, across its customer support, CRM, and ITSM products to automate repetitive tasks, provide conversational self-service, and assist agents with recommendations and insights. Its strategy focuses on practical, workflow-embedded AI for SMB and mid-market customers rather than building foundational models, leveraging third-party LLMs and its own domain data to improve support efficiency and customer experience.