Driving Freshworks’ growth through AI and strategic focus

Editor’s note: Freshworks CEO Dennis Woodside spoke with BW Businessworld about how Freshworks has become an AI-first company—and why that also means keeping people at the center of every strategic decision. 

At Freshworks, becoming an AI company isn’t just a strategy—it’s a transformation that’s reshaping how we deliver value to customers and scale our business.

In a recent interview with BW Businessworld, our CEO Dennis Woodside shared how Freshworks has evolved over the past year. With a sharp focus on AI and core product pillars, Freshworks is not only driving impressive financial results but also setting a new standard for accessible, practical AI in SaaS.

“We’ve become an AI company,” Dennis stated. “We now have 2,700 customers paying for Copilot, 1,600 customers paying for our AI agent, and hundreds using our Insights products. So, we’ve got a full product line and we are monetising.”

AI is central to product discussions, whether in customer support or IT deployments. By integrating AI that is simple, fast, and ready to use out of the box, Freshworks empowers teams to work smarter and faster without adding complexity. 

This clarity and focus extend beyond AI. Dennis highlights how Freshworks has concentrated on three core priorities: Freshdesk, Freshservice, and AI. “When you’re scaling a business, clarity matters, both in the market and internally,” he explained.

Looking ahead, AI will be an even bigger driver of growth. From mid-market companies seeking powerful but easy-to-use software to vertical-specific AI agents that streamline complex tasks, Freshworks is building an AI-powered future designed to unlock the full potential of people and businesses alike.

We’re proud of the progress made so far and energized by the opportunities ahead. 

For a deeper look into Dennis’s insights on Freshworks’ AI journey, growth strategy, and vision for the future, check out the full interview on BW Businessworld.