How to onboard ‘digital employees’
Before you integrate autonomous agents into your workflows, these are the questions you need to answer
Dan Tynan
6 min read
AI governance is the missing link in customer service AI adoption
Meeting regulatory pressures and high customer expectations calls for a framework to establish trust
Manan Gupta
5 min read
How to manage the AI-to-human handoff
A seamless transition from chatbot to representative is key to customer loyalty
Dan Tynan
5 min read
Want scale? Try an AI-assisted service desk.
A new video series looks at the competitive advantage of ITSM that automates, learns, and scales
Ravi Tharisayi
3 min read
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The mid-market is the real test for productivity and growth
At the World Economic Forum, Freshworks CEO focused on how mid-market companies drive the economy—and AI adoption
Laura Rich
2 min read
The AI ROI roadmap
To escape pilot purgatory and realize real ROI, organizations need more than bold AI goals—they need to define a path to success.
Team Freshworks
8 min read
How inMusic freed its musician-agents to do what they do best
Freshworks helped inMusic unify global support, connecting customers with the experts who truly know the gear
Laura Rich
1 min read
5 questions to ask before buying CX software
In the age of AI, customers expect more from support. But with so many solutions on offer, how do you pick the right one?
Roshan Romanee
3 min read
Don't waste the time that AI saves
Competitive advantage lies not in simply deploying AI, but in the way leaders turn that found time into value.
James Daly
4 min read
7 predictions on how businesses will tackle complexity in 2026
Look for organizational gains, automation for the ‘messy middle layers of work,’ more AI agents, and ‘strategic simplicity’
Dan Tynan
4 min read
Get ready for ‘intelligent service’
In a recent Freshworks webinar, Forrester’s Julie Mohr shared insights on what’s next for ITSM and ESM
Team Freshworks
2 min read
Cineworld enhances the moviegoer experience
With Freshdesk automation handling routine inquiries, agents can focus on complex customer needs
Laura Rich
2 min read