5. Implementing a Successful AI
Strategy-AI/ML strategies to
optimize service delivery
Presented by
Casey Steenport
NA Head of Commercial Solution
Engineering
AI Enthusiast, Beekeeper, Hiker

6. 2010
Founded
$308M
LTM Revenue
49%
LTM Revenue Growth
4300
Employees
Award Winning
Top 10 Forbes Cloud
~52,500
Total Customers
Freshworks at a glance
*LTM Financial data and other metrics as of June 30, 2021, Employee data as of July 31st, 2021

7. A Modern CIO’s Pain Points
Service Management for Modern Enterprises
Copyright Freshworks Inc. 2020 Freshworks Inc. Confidential and Proprietary Information
From being an IT expert to becoming a
strategic partner to deliver business needs
Do more with less: Run business without
disruption while keeping an eye on the growth
Manage evolving workforce: Tackle demands of
the workforce that ranges from digital basics to
digital natives
Evolve into next-gen service management:
Avoid inefficiencies caused by ITSM solutions
and keep TCO & ROI under check

8. Why Artificial Intelligence,
machine learning and
automation are here to stay
Practical persona driven AI/ML
strategies to transform your
employee experience.
Key Takeaways

9. By 2022, 70% of employee interactions will involve
emerging technologies such as machine learning applications,
chatbots, virtual agents and predictive analytics...

10. What is Artificial Intelligence vs Machine Learning vs Bots
AI
ML
AI, ML and Bots are not the same. The terms cannot be used interchangeably

11. EX Transformation Leveraging Persona Driven AI/ML
EX Transformation
Employees
Helpdesk Agents
Leaders
Make it easy to do business
Proactive support
Create Value
Take effort out of work
Improve productivity
Create EX champions
Create actionable insights
Build a predictable business
Improve Employee Retention

12. The Freshworks Philosophy
Artificial + Human Intelligence =
Exceptional Employee Experience
We are not looking to replace human workers with AI. We are looking to augment human workers
with AI to take the mundane tasks out of their workflow, thereby creating time for them to
perform higher value tasks and provide exceptional EX

13. Employees today expect effortless experiences...
Personalized service, wherever they are, without wait times

14. Conversational
self-service is the
new norm in
customer service
Up to 15x spike in
helpdesk volumes
due to Covid-19*
60% of employees
prefer self-service
over other channels
56% expect IT
support in company
collaboration
channels
67% of users expect prompt
responses to typical
requests
Just 1% of employees
feel that helpdesk
consistently meet their
expectations
* Source: Freshworks customer data

15. Strategy 1: Focus on Employee-facing AI
ZERO CONTACT RESOLUTION
Reducing employee friction by getting
them to resolve problems themselves
Measured by increase in
deflection rates

16. Bring new agents up
to speed allow them
to learn on the job
Auto-create tickets
Generate and route tickets
from Slack and MS Teams
automatically.
Suggest responses
Help agents with content and
“next best” suggestions to speed
up ticket resolution
Measure
Track the performance of
your IT automation efforts
with in-depth reports
Use AI-powered
insights to identify
gaps that can be filled
to improve your
metrics
Employee-facing AI Agent-facing AI Freddy Analytics
Optimize
Deflect
Use AI to
connect employees
to answers across
multiple channels
such as email, slack
and MS Teams
Engage
Follow up these answers
with intent-based bot
conversations that engage
and delight employees
Onboard & train agents Triage tickets
Automatically triage incoming
tickets and ensure that each
ticket reaches the right
helpdesk agent
Execute processes
Drastically reduce the
time spent on executing
repetitive backend
processes to free up
agents’ time
AI/ML works across the lifecycle of an employee query

17. Helpdesk Agents need help in delivering superior EX
Less busy work, more productive work

18. AI productivity
tools for
employees is not
an option anymore
Productivity losses due to
remote support operations
51% of employees without AI
indicate they spend most of
their time on mundane tasks
52% of employee feel their
company isn’t doing enough
to prevent burnout

19. Strategy 2: Focus on Employee-facing AI
HYPER AUTOMATION
Automate repetitive tasks to enhance
helpdesk productivity and happiness
Measured by decrease in
average handle time

20. Bring new agents up
to speed allow them
to learn on the job
Auto-create tickets
Generate and route tickets
from Slack and MS Teams
automatically.
Suggest responses
Help agents with content and
“next best” suggestions to speed
up ticket resolution
Measure
Track the performance of
your IT automation efforts
with in-depth reports
Use AI-powered
insights to identify
gaps that can be filled
to improve your
metrics
Employee-facing AI Agent-facing AI Freddy Analytics
Optimize
Deflect
Use AI to
connect employees
to answers across
multiple channels
such as email, slack
and MS Teams
Engage
Follow up these answers
with intent-based bot
conversations that engage
and delight employees
Onboard & train agents Triage tickets
Automatically triage incoming
tickets and ensure that each
ticket reaches the right
helpdesk agent
Execute processes
Drastically reduce the
time spent on executing
repetitive backend
processes to free up
agents’ time
AI/ML works across the lifecycle of an employee query

21. Strategy 3: Leaders focus on Optimization
OPTIMIZATION
Track performance of EX AI/ML processes
to identify gaps and optimize.
Measured by decreased helpdesk
effort score & improved employee
satisfaction

22. The need to
provide consistent
and superior EX is
driving investment
in AI
AI is expected to power 75%
of all employee interactions
by 2025
Use of AI by helpdesk teams is
projected to increase by 143% over
the next 18 months
60% of service leaders already
use AI in EX or plan to do
so this year
EX automation is predicted to be
the one of the highest AI
use-case by global investment
this year

23. Leaders need help optimizing EX
Less work deriving insights, more actionable insights

24. Bring new agents up
to speed allow them
to learn on the job
Auto-create tickets
Generate and route tickets
from Slack and MS Teams
automatically.
Suggest responses
Help agents with content and
“next best” suggestions to speed
up ticket resolution
Measure
Track the performance of
your IT automation efforts
with in-depth reports
Use AI-powered
insights to identify
gaps that can be filled
to improve your
metrics
Employee-facing AI Agent-facing AI Freddy Analytics
Optimize
Deflect
Use AI to
connect employees
to answers across
multiple channels
such as email, slack
and MS Teams
Engage
Follow up these answers
with intent-based bot
conversations that engage
and delight employees
Onboard & train agents Triage tickets
Automatically triage incoming
tickets and ensure that each
ticket reaches the right
helpdesk agent
Execute processes
Drastically reduce the
time spent on executing
repetitive backend
processes to free up
agents’ time
AI/ML works across the lifecycle of an employee query

25. Freshservice is an Intelligent, right-sized service management
solution for your digital transformation journey
Extensible: Enabling enterprise-grade
integrations with a marketplace approach,
built on an open and secure platform
Intelligent: Providing agility through AI to
create contextual and intelligent service
delivery
Intuitive: Delivering end-to-end,
consumer-grade, end-user and employee
experience
‘Partner-like’ engagement model:
Ensuring customer success by being their
trusted partners

30. Please email any questions to
casey.steenport@freshworks.com
Thank
you!