The great software reset
Freshworks’ Abe Smith on how AI-powered software is transforming customer engagement
Editor’s note: Freshworks Chief of Global Field Operations Abe Smith recently wrote about the intersection of AI, customer support, and software development. A brief excerpt follows below, or read the full article at CustomerThink.
The software industry is experiencing a dramatic transformation known as the Great Software Revolution. Historically dominated by expansive, costly solutions, the market is now shifting toward software that is user-friendly, delivers quick value, and fosters innovation. AI is a key driver of this change, moving us away from cumbersome legacy systems to more agile, cost-effective solutions that deliver immediate and sustainable value. This new era emphasizes simplicity, rapid impact, and customer satisfaction.
AI's integration into customer interactions is central to this revolution, enhancing how businesses manage customer relationships and IT services. AI-powered systems now anticipate needs, resolve issues swiftly, and personalize experiences at scale, boosting productivity and operational efficiency. By addressing fragmented data and streamlining workflows, AI unifies disparate tools, improving accuracy and customer satisfaction. This shift from outdated systems to agile, AI-driven solutions positions businesses to excel in delivering delightful experiences and achieving greater success.
Read the full article by Abe Smith, chief of global field operations at Freshworks, here.
